Pro box

[Gerryp56]

I recently had a pro box installed the engineer had a few problems with it but eventually it worked fine when he left i noticed my soundbar was not working, because he had used the arc port which was the only one that would work,this is useless to me because of hearing issues, i decided to refit the bt box and my soundbar worked fine,the issue is i cannot get netflix  now which originally fine i am getting a message  your plan does not support  streaming on this device , so i am left with netflix crap sound or no netflix with soundbar  wish this pro box was never sent out

[DarrenDev]

There's no valid reason why your DTR-T4000 (old BT box) would work on your TV, and not the TV Box Pro.  If you connect the TV Box Pro into the HDMI port currently used by the old box, what issue do you have?

The other option is that you can choose to pay for a Netflix upgrade - the plan included with your subscription is "Netflix Standard with Ads" which doesn't work on the older box as they don't support the ads.  If you upgrade to the next level, you won't get the ads.  It is an older box though - your better option would be to use the TV Box Pro. 

[Gerryp56]

Hi Darren it was an engineer that was sent out to fit the pro box so it and
the arc port was the only one that would work

[DarrenDev]

Sorry yes, I understand that - I'm not sure why the engineer couldn't do better.  Do you know what didn't work though?  If you swap the box back now, what happens?

[Gerryp56]

Hi yes i have replaced the pro box with the bt box, soundbar now works
fine as i now use the arc port but as i said the engineer was using the arc
port for the tv box i now have the bt box in hdmi port,soundbar in hdmi arc
port soundbar fine bt box fine but can't get netflix

[DarrenDev]

Please remove the old BT TV box from the HDMI port, and then plug the TV Box Pro into that same port, and then let me know what happens?  There's no reason why the TV Box Pro shouldn't work in the HDMI port that the old box is currently in.

[Gerryp56]

Hi Darren tried that and it keeps telling me to reconnect ethernet cable
which was one of the problems encountered by the engineer i think that is
the reason he used the hdmi arc port

[DarrenDev]

There's no reason why the ARC port would affect the ethernet connection.

There are 2 ways forward:

1. You reconnect the TV Box Pro, and we work together to find what's wrong - I'll need to know the exact error that is shown.

2. You can pay to upgrade your Netflix to a plan that will work on the older TV Box.

[Gerryp56]

Hi Darren just going to send pro box back to you i just have to do without
netflix if an engineer cant solve it then there's no chance of a pensioner
like me rather have my soundbar to hear the news, and not prepared to pay
more for a service i originally had

[DarrenDev]

Sending the box back won't put you back on your old subscription @Gerryp56  - it's no longer available, as Netflix don't sell it anymore.  All customers will be moved across to the new subscription eventually.

It really shouldn't be difficult - just swap the cables from the old box to the new box and see what happens.  I just can't diagnose the problem without knowing what the error actually was.