Unable to watch live tv

[Anonymous User]

I have now tv on my Android mobile and also a white roku box.

Today I am unable to watch any live tv (sport, movies or entertainment) whilst connected via my BT wifi. On tv box I get 'Sorry, something went wrong, with error code -105'. On android I get error PLAYBACK_PROTOCOL_ERROR. On my mobile if I disconnect wifi and have 4G connection, I can watch the data

I have tried rebooting wifi (leaving off for an hour), plus also restoring factory defaults,  and restarting box. I am able to watch non-live movies and entertainment no problem.

Any ideas would be welcome.

Many thanks

[RoyB]

@Anonymous User 

If by rebooting WiFi you mean you have rebooted your router, and you have reset your white box to factory defaults, then that is about all you can try.

Though you should note that the white box is now becoming limited in certain ways, and could usefully be replaced by a more modern NowTV device.

Live channels are delivered by a slightly different mechanism to catchup, which might explain why you can still get catchup, though it doesn’t explain why you can’t get live TV over your BT WiFi.

If the issue is still going on, see if the same dichotomy exists on the BBC iPlayer on both devices; and if it does, get BT to check the line.

[Anonymous User]

Many thanks for the suggestion.
I would get a newer box however I am seeing the same behaviour on my android device, so I am not convinced it will work on a newer box. I can watch BBC iplayer live via my bt WiFi.
So still stumped.

[Anonymous User]

We have the same issue.
It’s been on going since 19th.
While not getting error code, a message appears ‘something went wrong’. Watching on data; no issues at all. Apparently this a fault affecting some customers since 18th.

[Anonymous User]

Thank you for your reply. It may have been a few days for me I hadn't tried to watch anything since last weekend.
Do you know if now tv are investigating, or how to raise this? I still have the sport monthly pass and unable to use it... Fingers crossed before the football starts again.

[Anonymous User]

Have just been engaged in livechat with Nowtv to try & resolve this problem, needless to say they haven't answered my questions & in the middle of typing my reply to their last question they ended chat as we'd 'timed out'!!!! Clearly they have no idea how to resolve this problem & no customer service to admit this!

[RoyB]

Hi @Anonymous User 

See this other thread on the same issue, and note the active involvement of NowTV in the issue.

@Karl-F   Shame nobody told the Live Chat team what was going on 😞

[Anonymous User]

Shame nobody told the Live Chat team what was going on

When you've been around NowTV as long as some of us @RoyB you'll not find that to be such a surprise anymore 😂

[RoyB]

@Anonymous User 

Ah - you might be quite surprised to find my first post halfway through your 4-year lay-off...

[Anonymous User]

@RoyB 

Hadn't realised you'd been a NowTV customer all that time. Obviously then nothing will surprise you when it comes to how badly NowTV has been operated at times.

[RoyB]

@Anonymous User 

Well, you had one post in 2014, and then a lacuna until 2018, while I had one in 2016, and then nothing until 2019.

So I’ve only been active here since February this year.

But I’ve been a NowTV user all that time - it was just so damn uneventful until NowTV started promising subtitles, and the app on the Samsung TV still didn’t have them, so I bought a Stick that did, and then came back to complain the subtitles wouldn’t stay on.

But I stayed on after that, so.....

Still a smooth-faced newbie though, compared with you grizzled veterans, banging my head against walls where I can sometimes still see the earlier dents 😉

[Anonymous User]

@RoyB 

I've always just dipped in and out of NowTV as the need arose, that being the beauty of the contractless nature of the service 😀

[RoyB]

@Anonymous User 

There seems to be always something we want on the Entertainment Pass.

Movies we dip in and out of; 1,000 sounds a lot, but it’s actually a pretty limited choice of the 20,000 or so out there, and we aren’t up for today’s CGIfests.

I wish there were Day and Week Passes for Movies; with the Month Pass, there have to be at least three we want, to hit breakeven over individual rentals from the Delivery People...

[Anonymous User]

Exactly the same issue since July 14. Now tv have been looking into and i get emails saying the issue is resloved and is not. Constantly on live chat not getting to the bottom of it - i was offered a sky sports dqy pass that they activated for me.. As if to rub salt in the wound! Incredible! Really poor customer service.

[RoyB]

@Anonymous User 

Theres a fix over in the other thread about this. Apparently, if you are with BT and have Parental,Controls set, you have to toggle the File Sharing setting to Off, and then NowTV over WiFi works again.

Nobody can see any logic in how the two things are linked, though, and if there is no logic to it, who has to fix what, BT or NowTV.

[Anonymous User]

Thanks,
I will give that a try and see if it works.
Cheers for the advice

[Anonymous User]

I fixed this problem by doing a factory reset. Go to Setting - System - Advanced System Settings - Factory Reset. It’ll reset everything, download all your existing apps and fix the live tv problem. It’ll give you a code to enter into your account so have the NowTV app open.