BT sport big screen error VC562

[Sam198713]

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?

[HB85]

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. 

[Christopher_G]

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

[HB85]

@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. 

[Christopher_G]

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

[Sam198713]

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

[James_B]

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

[HB85]

@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. 

[James_B]

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

[Abu_Simbel]

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

[Leanne_T]

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.