topic Re: BT sport big screen error VC562 in Offers & Add-ons

BT sport big screen error VC562

Sam198713 — Wed, 15 Mar 2023 20:39:32 GMT

I have BT Sport Big Screen and am unable to watch it for more than 2-3 mins without it buffering and closing with the VC526 error message constantly which refers to internet connection. Internet connection is between 250-280Mbps when I do speed test. I’ve even tried connecting Ethernet cable between router and tv to improve connection and no difference. I don’t have any issues when streaming from Netflix/Amazon/Disney+, anyone else experiencing the same or ideas on a solution please?

Re: BT sport big screen error VC562

Leanne_T — Thu, 16 Mar 2023 08:17:55 GMT

Hi @Sam198713

Thanks for coming here.

Are you watching BT Sport on your mobile or another device?

Does this happen every time you watch BT Sport?

Speak soon 🙂

Leanne.

Re: BT sport big screen error VC562

HB85 — Mon, 27 Mar 2023 07:46:33 GMT

Yes!!! I'm having exactly the same issue. All other 4k apps stream perfectly fine but it's just BT Sport Ultimate streams that have this issue.

I'm watching on a Samsung TV, using the app downloaded off the app store. And I have also checked the speeds using the device checker on the BT app itself and it shows as me having a perfectly good connection to stream 4k - 3 green ticks. Really annoying and support just fobs it off as a "broadband speed issue".

Re: BT sport big screen error VC562

HB85 — Mon, 27 Mar 2023 07:49:01 GMT

@Leanne_T I am also having this exact same issue - see my post above. And I've had the same setup working perfectly fine for the last 6 months or so - but the issue seems to have cropped up in the last few weeks.

Re: BT sport big screen error VC562

Sam198713 — Mon, 27 Mar 2023 08:17:30 GMT

Hi Leanne,

Watching on my phone is fine, but I pay for big screen and when I watch on my Smart TV through the BT app this is when the problem occurs.

Thanks

Re: BT sport big screen error VC562

Leanne_T — Mon, 27 Mar 2023 08:53:42 GMT

Hi @Sam198713 @HB85

Thanks for coming back to me.

I would suggest getting in touch with our tech gurus on 150, they can get this looked into in more detail for you both and let you know the next steps.

Thanks.

Leanne 🙂

Re: BT sport big screen error VC562

Sam198713 — Wed, 12 Apr 2023 18:59:15 GMT

Leanne,

I’m still experiencing this same problem solely streaming BT Sports nothing else. It seems I’m not the only person either. Are you able to help any further as I’m paying for this monthly and rarely able to use this service?

Thankyou

Re: BT sport big screen error VC562

Jon_K — Thu, 13 Apr 2023 06:55:02 GMT

Hi @Sam198713

Did you contact our Tech Gurus about this?

They are the best team to help to get it working.

Jon

Re: BT sport big screen error VC562

HB85 — Thu, 13 Apr 2023 08:14:23 GMT

Similar to Sam, I also continue to have the same issue - and we are not alone. Looking at the BT Sport twitter feed, there are many more people experiencing the same issue. @Jon_K I've tried contacting the tech guru's but to be honest, they are less than helpful! It's almost like EE just don't care about this issue despite it affecting numerous users.

Re: BT sport big screen error VC562

Sam198713 — Thu, 13 Apr 2023 08:15:39 GMT

Yes but everything suggested didn’t help and being told it’s my internet when it clearly isnt as every other steaming platform works fine

Re: BT sport big screen error VC562

HB85 — Thu, 13 Apr 2023 08:19:14 GMT

I was also told "it's my internet" - even though doing speedtests on all other streaming apps like Netflix show perfectly fine 200mb+ speeds (more than enough to stream 4k HDR content). And Sam mentioned that he has tried the ethernet connection as well - which would solve ANY connection issues. There is clearly a problem with the BT Sports app which EE are refusing to acknowledge. Just really poor customer service all around as we are paying for a service that we cannot use as advertised.

Re: BT sport big screen error VC562

Christopher_G — Thu, 13 Apr 2023 10:46:55 GMT

The BT error message VC562 means that it is an issue with the stability of the internet connection, @Sam198713 & @HB85. This is probably why the technical support team keep suggesting that.

What device are you both watching on?

Chris

Re: BT sport big screen error VC562

HB85 — Thu, 13 Apr 2023 11:05:04 GMT

@Christopher_G Totally appreciate that the error code would normally mean it's an internet stability issue - but then you have to understand that if there was a connection issue, why do ALL other apps stream perfectly fine? (In 4k HDR no less). Surely there would be buffering issues across all apps and not just the BT Sport App? Which to me suggests an issue with the BT Sport App (and the underlying code/configuration) rather than the internet connectivity of all of the users complaining about this issue! And as mentioned before, if there was a connectivity issue, why is it that when I run the device checker on the BT Sport App, it all shows as having the right connectivity (3 green ticks across the connection category).

I am watching on a Samsung TV - downloaded the app off the Samsung App Store.

Re: BT sport big screen error VC562

Christopher_G — Thu, 13 Apr 2023 13:25:37 GMT

Thanks @HB85

I understand. If you speak to our technical support team again, they should be able to raise a ticket against your account for further investigation.

Chris

Re: BT sport big screen error VC562

Sam198713 — Thu, 13 Apr 2023 16:35:09 GMT

Chris,

I get the error means internet connection but I’ve done multiple speed tests and my internet is always way above 200mbs and I can stream Netflix/Amazon/Disney all in UHD no problem.

I am watching through the BT sport app on my Samsung Smart TV

Re: BT sport big screen error VC562

James_B — Thu, 13 Apr 2023 17:04:46 GMT

Hi @Sam198713,

Please get in touch with Technical Support so a member of the team can raise a support ticket for you.

They'll be happy to help.

James

Re: BT sport big screen error VC562

HB85 — Thu, 20 Apr 2023 09:01:07 GMT

@James_B @Christopher_G So as suggested again, I got in touch with the BT Sport help team. All they did was remove BT Sport from my account and asked me to sign up again. I completed this, but of course, it did not solve the issue because the problem is not with my account but the actual BT Sport App itself (as evidenced by numerous tweets and messages on the BT boards). The final response from the BT Sport team was that "it must be a Samsung TV problem" - which of course it isn't because if there was a problem with the tv or the connection, ALL other apps would have buffering issues and not ONLY the BT Sport app. Oh and I asked the team to check out the logs on their backend to see if that would help - apparently they don't have access to logs to diagnose issues. Go figure!

In any case, I am now going to enter a FORMAL COMPLAINT to EE as I feel this is the only way this might get taken seriously. I would advise anyone else reading this or having similar issues to do the same. This experience has seriously made me start to look at alternative network providers as soon as my contract is finished.

Re: BT sport big screen error VC562

James_B — Thu, 20 Apr 2023 09:53:43 GMT

Hi @HB85,

I'm sorry to hear Technical Support were unable to resolve the issue.

Please let us know the outcome of your complaint.

James

Re: BT sport big screen error VC562

Abu_Simbel — Sun, 30 Apr 2023 15:02:45 GMT

I am also having the same issue though mine is through a laptop. Trying to watch a catch-up of a MotoGP race.

On my phone using the app through my wifi - fine.

On my laptop on either Edge or Chrome works fine. However now plug the laptop into a tv and seconds to a couple of minutes later I get a VC526 error.

This proves it's not my internet connection. This happened for the first time a few weekends ago and I've been using this method of watching through a laptop connected to a tv for years. I decided it wouldn't do any harm to reboot my router which did seem to allow it to work. However I come to watch BT Sport this weekend and the same VC526 error is happening all over again and rebooting the router didn't help.

Ozzy

Re: BT sport big screen error VC562

Leanne_T — Tue, 02 May 2023 06:25:39 GMT

Hi @Abu_Simbel

This error usually shows when the internet connection is failing to keep up, and your player has been buffering for too long. If you would like to get this looked into please call us on 150 and the team will be happy to help.

Leanne.