BTP-15000 error on mini box

[JosePujols]

Hi

I'm getting an error BTP-15000 on a mini box telling me i'm not an EE customer, which is definitely incorrect.

The box worked previously until a house move about 2 months ago.

The mini box is wired straight into the router, also tried it on the wifi. 

A guide i spoke to suggested they send me a couple of powerline adaptors, but the main tv box and the mini box both have strong connections and the apps work ok in both, so not sure what the powerline adaptors will do, especially since the error refers to me not being an EE customer. 

@DarrenDev  is this an issue you might be aware of?

Thanks and regards

John

[zulu17]

Hi @JosePujols 

I suggest you factory reset your Box Mini , maybe it has retained some data that relates to your previous location. you can do this from the box settings menu.

[JosePujols]

Thanks, I've already done the factory reset, however I've read that it can sometimes take a few hours for the boxes to re-pair so might still be the right answer.

I did notice that the guide had my old address on the system for delivery of the powerline adaptors.

I'll leave it over night and see how it goes.

Thanks again @zulu17 

[zulu17]

@JosePujols  My interpretation of your original post is that you have a fully functioning main box and a problem with only your mini box ? Is that a correct interpretation ?  If the problem existed with both boxes that would suggest an issue with the configuration on your your new line.

[JosePujols]

the main box works fine, it's just the mini box that has no channels and gives me an error saying i don't have an EE subscription.

[DarrenDev · Accepted solution]

You say that the main box works fine, but I suspect it's connected with a TV aerial - try launching the EE TV app or any of the subscription channels.  I expect it to show the same error.

BTP-15000 means your TV subscription isn't paired with your current broadband line.  First thing to check is that your broadband is active - if you have Smart Hybrid Connect (i.e. mobile broadband backup) then your hub may have switched over to that.  Check the lights on your hub to confirm.

If your broadband is connected OK, then the fault is with your line configuration - there's nothing you can do to correct this.  If it's after your activation date, then you'll need to call to raise a fault.

[JosePujols]

hi Darren

Thanks, that's been really helpful.

I've gone through the fault reporting and a guide has referred it to the TMC department who will hopefully resolve it.

You were correct, the subscription IPTV channels on the pro box weren't working either.

I'll update when the issue is completely resolved.

[JosePujols]

TMC department phoned me today and confirmed the issue is now fixed, took him 20 minutes of going through my broadband configuration to find the issue. Thanks @DarrenDev and @zulu17 for your assistance.