What do the BT TV error codes mean?

YVM102, YVM104

  1. First unplug the ethernet cable from the back of your TV box, wait 10 seconds, then plug it back in. Now retry the service to see if you still get the error
  2. If you still get the error, restart your TV box by flicking the switch on the back. Now retry to see if this has fixed the problem
  3. You may need to accept the ‘Terms of Use’ before you can access Catch-up and On Demand services on BT TV. Press the Home (or YouView) button, then go to Settings > Information & Reset > Terms of use > Accept
  4. Check the connection between your Hub and TV box. If you use Powerline adapters restart both adapters and check they are in sync.
  5. Check your box is connected to your network. Press the Home (or YouView) button, then go to Settings > Signal & Connection > Broadband Connection. It should show “Connected” next to ‘Status’
  6. If the ‘Wired Connection’ is set to ‘AUTO’ and the ‘Network Connection Status’ is showing ‘DISCONNECTED’, attempt to re-connect by selecting Wired Connection from the menu, selecting NEXT and press the OK button. If the device connects, retry the service

If you still see the error message then try restarting your equipment:

  1. First, restart your Hub
  2. Wait for the broadband light on your Hub to go blue
  3. Restart your TV box, using the power switch on the back
  4. Now check if you still receive the error
  5. If you still can’t use your BT TV service then contact the BT TV Helpdesk >

YVM105

Follow these steps to try and fix these YVM errors:

  1. First try restarting your TV box by flicking the switch on the back. Now retry the service to see if you still get an error
  2. If you still get the error make sure the On Demand players are up to date. To do this, press the Home (or YouView) button, then go to Settings > Software Information > Update Software and press OK
  3. Once your box has checked and installed any available updates, retry the service to see if you still get an error
  4. You may need to accept the ‘Terms of Use’ before you can access Catch-up and On Demand services on BT TV. Press the Home (or YouView) button, then go to Settings > Information & Reset > Terms of use > Accept
  5. Check the connection between your Hub and TV box. If you use Powerline adapters restart both adapters and check they are in sync.
  6. Check your box is connected to your network. To do this, press the Home (or YouView) button, then go to Settings > Signal & Connection > Broadband Connection. It should show “Connected” next to ‘Status’
  7. If the ‘Wired Connection’ is set to ‘AUTO’ and the ‘Network Connection Status’ is showing ‘DISCONNECTED’, attempt to re-connect by selecting Wired Connection from the menu, selecting NEXT and press the OK button. If the device connects, retry the service

If you still see the error message then try restarting your equipment:

  1. First, restart your Hub
  2. Wait for the broadband light on your Hub to go blue
  3. Restart your TV box, using the power switch on the back
  4. Now check if you still receive the error
  5. If you still can’t use your BT TV service then contact the BT TV Helpdesk >

YVM302, YVM305

Follow these steps to try and fix these YVM errors:

  1. For the best possible reception and TV channels make sure your TV aerial cable is directly connected to the ‘RF IN’ socket on the TV box
  2. Now scan for channels. To do this, press the Home (or YouView) button, then go to Settings > TV Channels > Retune Channels and press OK
  3. All your channel information should now be available
  4. If you’re having TV reception quality issues and you need a TV aerial, we recommend that you have your aerial installed by a professional. BT have teamed up with TSG, an aerial specialist, who offer aerial installation for £60. TSG can be contacted between 9am to 5pm, Monday to Friday, on 0844 247 0024

YVM607

  1. Restart your TV and when the TV turns back on, restart your TV box
  2. Remove then re-insert your HDMI cable from both ends at your box and TV, or AV Amplifier if you are using one
  3. If you have a SMART TV please make sure that the TV software is up to date
  4. If you’re connecting via an HDMI switch or AV amplifier make sure that the software for this is up to date. If it still fails try connecting directly to the TV
  5. If you still have the same problem, try a different HDMI cable and an alternative HDMI input in your TV

YVM5001

If you get this error, make sure that your TV box is connected to the internet. If you can play catch up TV, then your box is connected. Now generate a new connection code on your box by pressing ‘Connect Device’ again. If you still get same error message, please try again in a couple of hours.

YVM210

‘Sorry, you can’t record on this device’

This error message is displayed if you have the TV box which doesn’t have recording capabilities. If you want to record you’ll need to get a box with a built-in recorder.

To upgrade your box, call us on 0800 800 150.

IPC6001, IPC6002, IPC6003, IPC6004, IPC6005, IPC6006, IPC6007, IPC6008, IPC6010, IPC6013, IPC6014, IPC6015, IPC6018, IPC6019, IPC6020, IPC6021, IPC6022, IPC6024, IPC6025, IPC6026, IPC6027, IPC6029, IPC6038, IPC6039, IPC6040, IPC6041, IPC6042

Follow these steps to try and fix these IPC errors:

  1. Try to access the BT Player, press the Home (or YouView) button, then scroll to and select BT Player
  2. If you still see the error message then try restarting your equipment by following these steps:
    • First, restart your Hub
    • Wait for the broadband light on your Hub to go blue
    • Restart your TV box, using the power switch on the back
    • Now check if you still receive the error
  3. Check your software version is up to date. To do this, press the Home (or YouView) button, then go to Settings > Software Information > Update Software and press OK
  4. Check your On Demand players are up to date by pressing the Home (or YouView) button, then going to Settings > Software Information > Update players & apps and press OK
  5. If you’re still having an issue contact the BT TV Helpdesk >

IPC6009, IPC6011, IPC6012, IPC6017

If the content isn’t available after five minutes, follow these steps to try and fix the errors:

  1. Try to access the BT Player. Press the Home (or YouView) button, then scroll to and select BT Player
  2. If you still see the error message then try restarting your equipment by following these steps:
    • First, restart your Hub
    • Wait for the broadband light on your Hub to go blue
    • Restart your TV box, using the power switch on the back
    • Now check if you still receive the error
  3. Check your software version is up to date. To do this, press the Home (or YouView) button, then go to Settings > Software Information > Update Software and press OK
  4. Check your On Demand players are up to date by pressing the Home (or YouView) button, then going to Settings > Software Information > Update players & apps and press OK
  5. If you’re still having an issue contact the BT TV Helpdesk >

IPC6023

Follow these steps to try and fix these IPC errors:

  1. Check you have a working broadband connection on another piece of equipment like a laptop or PC. Extra TV channels are delivered using your broadband. If your broadband isn’t working please use our broadband troubleshooting wizard
  2. Broadband troubleshooting wizard Broadband troubleshooting wizard

  3. If you’ve got a connection, your broadband speed may not be fast enough to receive these channels – Test your speed
  4. If your download speed is below 5mbps then you may have a broadband speed fault
  5. If broadband is working and is fast enough then check the connection between your Hub and TV box. It should be connected with an ethernet cable rather than powerline adapters
  6. If you still see the error message then try restarting your equipment by following these steps:
    • First, restart your Hub
    • Wait for the broadband light on your Hub to go blue
    • Restart your TV box, using the power switch on the back
    • Now check if you still receive the error
  7. If you’re watching an HD version of a channel, switch to the standard version, i.e., BT Sport 1 instead of BT Sport 1 HD
  8. If you are still seeing this error then please contact the BT TV Helpdesk >

IPC6028, IPC6030, IPC6033, IPC6034, IPC6035, IPC6036, IPC6037

Follow these steps to try and fix these IPC errors:

  1. Try to play a recording, if that fails try another recording.
  2. If you still see the error message then try restarting equipment following these steps:
    • First, restart your Hub
    • Wait for the broadband light on your Hub to go blue
    • Restart your TV box, using the power switch on the back
    • Now check if you still receive the error
  3. Check your software version is up to date. To do this, press the Home (or YouView) button, then go to Settings > Software Information > Update Software and press OK
  4. Check your On Demand players are up to date by pressing the Home (or YouView) button, then going to Settings > Software Information > Update players & apps and press OK
  5. If you’re still having an issue contact the BT TV Helpdesk >

IPC6016

Follow these steps to try and fix this IPC error:

  1. Try restarting equipment following these steps:
    • First, restart your Hub
    • Wait for the broadband light on your Hub to go blue
    • Restart your TV box, using the power switch on the back
    • Now check if you still receive the error
  2. Enter the BT Player. Press the Home (or YouView) button, then scroll to and select BT Player
  3. In the BT Player menu, scroll across to the ‘Setting’ icon
  4. Scroll down to ‘Reset BT TV Data’ and press OK
  5. The BT Player will automatically close
  6. Reopen the BT Player (same as step 2)
  7. Now go back to the channel where you got this error
  8. Hopefully this should have fixed the problem, but if you’re still having an issue contact the BT TV Helpdesk >

auth 1999 error code

Follow these steps to try and fix this error:

  1. Try to access the BT Playe. Press the Home (or YouView) button, then scroll to and select BT Player
  2. If you still see the error message then try restarting your equipment by following these steps:
    • First, restart your Hub
    • Wait for the broadband light on your Hub to go blue
    • Restart your TV box by switching off the power at the mains. Wait a few seconds, then switch back on
    • Now check if you still receive the error
  3. Check your software version is up to date. To do this, press the Home (or YouView) button, then go to Settings > Software Information > Update Software and press OK
  4. Check your On Demand players are up to date by pressing the Home (or YouView) button, then going to Settings > Software Information > Update players & apps and press OK
  5. If you’re still having an issue call the BT TV Helpdesk >

BTP-300, BTP-3610, BTP-3632, BTP-3653, BTP-610, BTP-632, BTP-653

To fix this error, go to PIN help on BT TV >

BTP-955, BTP-956, BTP-967, BTP-1050, BTP-1051, BTP-115B, BTP-202, BTP-15000, BTP-15001, BTP-16002

Follow these steps to try and fix these BT TV errors:

  1. Reboot your TV box by flicking the switch at the back
  2. Retry the service
  3. If you’re still having an issue please contact the BT TV Helpdesk >

BTP-951

You’ll get this error when there are too many TV boxes connected to the BT account. You can only use one box at a time to receive full service (On Demand and Extra Channels).

If you have two TV boxes you can order an Extra Box subscription which will allow both boxes to be connected. However you can’t have this if you have Sky Cinema or Sky Sports.

Order Extra Box

BTP-954

Follow these steps to try and fix these BT TV errors:

  1. Update the software by pressing the Home (or YouView) button, then going to Settings > Software Information > Update Software and press OK
  2. Update the players by pressing the Home (or YouView) button, then going to Settings > Software Information > Update players & apps and press OK
  3. Now retest

BTP-953

Follow these steps to try and fix these BT TV errors:

  1. Update the software by pressing the Home (or YouView) button, then going to Settings > Software Information > Update Software and press OK
  2. Now retest

BTP-115C, BTP-20000

Follow these steps to try and fix these BT TV errors:

  1. Restart your Hub and wait for the broadband light to go blue
  2. Reboot your TV box by flicking the switch at the back
  3. Retry the service
  4. If you’re still having an issue please contact the BT TV Helpdesk >

BTP-155, BTP-263

Follow these steps to try and fix these BT TV errors:

  1. Press the Home (or YouView) button, then scroll to and select BT Player
  2. In the BT Player menu, scroll across to the ‘Settings’ icon. This looks like a spanner
  3. Scroll down to ‘Reset BT TV Data’ and press OK
  4. Now retest
  5. Restart your Hub and wait for the broadband light to go blue
  6. Reboot your TV box by flicking the switch at the back
  7. Retry the service
  8. If you’re still having an issue please contact the BT TV Helpdesk >

BTP-132

Follow these steps to try and fix this BT TV error:

  1. Press the Home (or YouView) button, then scroll to and select BT Player
  2. In the BT Player menu, scroll across to the ‘Settings’ icon. This looks like a spanner
  3. Scroll down to ‘Reset BT TV Data’ and press OK
  4. Retry the service
  5. Test other content
  6. If you’re still having an issue please contact the BT TV Helpdesk >

YVM401, YVM501, YVM502, YVM503, YVM701, YVM702, YVM703, YVM704, YVM705, YVM706, YVM707, YVM709, YVM710

To fix these errors:

  1. Check your broadband connection. Press the Home (or YouView) button, then go to Settings > Signal & Connection > Broadband Connection. It should show “Connected” next to ‘Status’
  2. TV box to Hub connectivity
  3. Restart your Hub and wait for the broadband light to go blue
  4. Reboot your TV box by flicking the switch at the back and then try again
  5. If you’re still having a problem then contact the BT TV Helpdesk >

YVM712

To fix this error:

  1. Check aerial connection
  2. Rescan – follow current missing channels steps
  3. If you’re still having a problem then contact the BT TV Helpdesk >

BTP-160

To fix these errors, you’ll need to perform a reset using either the buttons on the box, or the menus.

Performing the reset using the buttons on the box should allow you to keep your recordings, any scheduled recordings, and personal settings you’ve made to favourites and playlists.

If you’re still having problems, or you can still access the menu, you also have the option to reset your BT TV box through the menus. But be aware that this type of reset deletes your recordings and any scheduled recordings. You’ll also lose any personal settings you’ve made to favourites and playlists.

Here’s how to reset your BT TV box >

AW108

This is most likely caused by a network issue. Try it again, or check your ‘Network Settings’ and the download should start again by itself.

YVM913

You’ll see this error when you’re trying to set your marketing message preferences, either during first-time set up, or via the settings page. It means that your TV box isn’t connected.

To fix it:

  1. Check the connection between your Hub and TV box. If you use Powerline adapters, restart both adapters and check they’re in sync
  2. Check your box is connected to your network. Press the Home (or YouView) button, then go to Settings > Signal & Connection > Broadband Connection. It should show “Connected” next to ‘Status’
  3. If the ‘Wired Connection’ is set to ‘AUTO’ and the ‘Network Connection Status’ is showing ‘DISCONNECTED’, try to re-connect by selecting Wired Connection from the menu, selecting NEXT and pressing the OK button. If it connects, retry the service

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