error codes

Error: BE01

Your BT Vision V-box has installed new software to improve your BT Vision service. However, on this occasion there has been a problem.

Try the troubleshooting flowchart to fix the problem.

Error: C01

Your BT Vision V-box has experienced problems whilst starting-up. These problems could have occurred for a number of reasons.

Try the troubleshooting flowchart to fix the problem.

Error: C02

Your BT Vision V-box has experienced problems whilst starting-up. These problems could have occurred for a number of reasons.

1. Check that the BT Vision service is connected to the correct phone line (ADSL line). If you attempt to connect the Vision service to a Home Hub that is not on a line activated for BT Vision the service will not work, and you will see a C02 or C03 error message.

2. Check that you only have one telephone number where you live. If you only have one number then this will be the number your Vision service is setup on.

3. If you have more than one telephone number you can confirm the number of the line by dialling 17070 on your telephone.

4. If the number does not match the line the BT Vision service was setup on you need to unplug the ADSL cable between the current telephone socket and Home Hub. Then plug the cable into the telephone socket which has the telephone number set up for use with BT Vision (please also use a microfilter).

Try the troubleshooting flowchart to fix the problem.

Error: C03

Your BT Vision V-box has experienced problems whilst starting-up. These problems could have occurred for a number of reasons.

1. Check that the BT Vision service is connected to the correct phone line (ADSL line). If you attempt to connect the Vision service to a Home Hub that is not on a line activated for BT Vision the service will not work, and you will see a C02 or C03 error message.

2. Check that you only have one telephone number where you live. If you only have one number then this will be the number your Vision service is setup on.

3. If you have more than one telephone number you can confirm the number of the line by dialling 17070 on your telephone.

4. If the number does not match the line the BT Vision service was setup on you need to unplug the ADSL cable between the current telephone socket and Home Hub. Then plug the cable into the telephone socket which has the telephone number set up for use with BT Vision (please also use a microfilter).

Try the troubleshooting flowchart to fix the problem.

Error: C04

Your BT Vision V-box has experienced problems whilst starting-up. These problems could have occurred for a number of reasons.

Try the troubleshooting flowchart to fix the problem.

Currently Unavailable

This can happen when you browse content listings in the On Demand section and the V-box cannot get the information from the BT Vision servers.

1. Leave the On Demand section by pressing Back on the V-box remote control.

2. Re-enter the On Demand section. This makes the V-box retrieve the information from the BT Vision platform. Try this several times.

Try the troubleshooting flowchart to fix the problem.

Error: NR01

Your BT Vision V-box is installing new software to improve your BT Vision service. The bar at the bottom of your TV screen shows the progress of this. Your V-box will start itself automatically once the new software has been installed.

1. Check that the progress bar is moving at the bottom of the screen (in some cases this moves very slowly).

2. If the bar is moving please allow up to 20 minutes for the V-box to update its software. After this you will be able to use your V-box normally.

3. If the bar isn’t moving the V-box may eventually display a BE01 error message.

Error: P01

There is a problem with your BT Vision interactive function. The problem could have occurred for a number of reasons.

1. It is possible the interactive application/game you’re trying to use is currently unavailable. By trying an alternative you can make sure the V-box is fully connected to the BT Vision network.

2. If the alternative application works there was either a temporary glitch in your broadband service or a problem with the particular interactive application. Now retry the interactive application which wouldn’t work.

3. If the alternative application doesn’t work, or you are still having problems, then…

Try the troubleshooting flowchart to fix the problem.

Error: R01-R06

Your BT Vision service has experienced a problem with the Digital Television Recorder (DTR) feature. The problem could have occurred for a number of reasons.

1. Attempt to record a Freeview programme. Select a programme from the TV guide and press the record button. You may see an error message, but the programme may still record. Select channel 900. If the recording is there the Digital Television Recorder is working fine.

2. Check the V-box on-screen TV guide to see if you can scroll ahead more than six hours. If you can see more than six hours ahead in the TV guide your V-box is connected to the BT Vision service platform.

3. Perform a restart of the system. If this doesn’t work…

4. Check the Disk Status. On the remote control, press BT Vision > Settings > General Settings > System Information > System Resources.

5. If the disk status is Not Present, perform a factory reset

6. Once reloaded check the disk status again. If the disk status is now Present you should try to record a Freeview programme to see if the problem has been solved.

7. If you still have problems, call the helpdesk.

Error: V01, V03 or V04

There is a problem with your On Demand service. The problem could have occurred for a number of reasons.

1. Check that a broadband speed test hasn’t been run on your line. If you have run a speed test on your ADSL line within the last 15 minutes you will not be able to access On Demand content.

2. Try to select an alternative On Demand title or a Preview of an alternative title (there is no charge for watching a Preview). It’s possible the On Demand title you’re trying to watch is currently unavailable. By trying an alternative On Demand title or a Preview of an alternative title, you can confirm that the V-Box is fully connected to the BT Vision network. If the Preview movie plays without any problems it’s possible that there was either a temporary glitch in your broadband service or a problem with the particular On Demand title.

3. Try to improve your broadband speed.

4. Try the troubleshooting flowchart to solve the problem.

Error: V04 (while watching an on demand title)

There is a problem with your On Demand service. The problem could have occurred for a number of reasons.

1. Try to improve your broadband speed. BT Vision requires a minimum broadband line speed of 2Mb. You can improve your broadband line speed by following these steps, telling you how to troubleshoot slow connection speeds.

2. Try the troubleshooting flowchart to solve the problem.

Error: image of two cogs

BT Vision Error - Cogs
Your BT Vision V-box is installing new software to improve your BT Vision service. The bar at the bottom of the screen shows the progress of this. Your V-box will restart itself automatically once the new software has been installed.

1. Check that the progress bar is moving at the bottom of the screen (in some cases this moves very slowly). If the bar is moving please allow up to 20 minutes for the V-Box to update its software. After this you will be able to use your V-Box normally.

2. If the bar isn’t moving or the screen then displays a red X and dots, carry out a factory reset.

Error: image of a red cross with one, two or three dots underneath

Bt Vision Error - Crosses
Your BT Vision V-box has installed new software that will improve your BT Vision service. However, on this occasion a problem has occurred.

Carry out a factory reset.