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kortex49's avatar
kortex49
Aspirant
Aug 14, 2018

Nighthawk XR500 - BT TV with Youview works for 4/5 and stops

Hi Netgear community,

I just purchased a Nighhawk Pro Gaming XR500 and althgouh the QoS, Devices and Network Management are working as designed, I am really struggling to get the BT TV working.

 

Using the recommended setting, Which is to untick "Disable IGMP proxy" and tick the sub option "Use BT IPTV IGMP proxy", leaves me with channels working for only 4 to 5 minutes maximum on the BT Youview 4K PVR.

I have tried many things, including adding the PVR into a DMZ, deactivating QoS, activating some VLAN, etc... but with no success.

 

I am using the latest firmware on both the XR500 and the BT Youview 4K PVR. Also, BT line is fine as other 3rd party router (Billion 7800N) and original BT Home Hub 3.0 are perfectly fine at multicasting the BT channels to the PVR for hours without interruption.

 

Are you guys able to help me on this?

I was hoping to raise a support ticket with the Netgear support team but it seems, quite oddly, that I am not allowed and can only raise a question on this forum despite I purchased this Netgear router less than a week ago.

 

Thanks a lot,

Kortex

8 Replies

    • kortex49's avatar
      kortex49
      Aspirant
      Aug 14, 2018

      Hi,

       

      Thanks for taking the time to reply. Yes I registered the XR500 during its first installation. However, I can't find a way to get in touch to live or phone support via "MyNETGEAR".

       

      I'm now considering returning this equipment, given it doesn't allow a basic functionality (watch BT TV) nor provide me, in an non-convolutive way, the possibility to contact the support of the manufacturer.

       

      For reference, in attachement, the screenshot that shows that despite I've got complimentary paid tehcnical support until 08/09/18, I'm not allowed to contact them directly but only post on the community forum and search the knowledge base. Not the best experience :-)

      • Netduma-Fraser's avatar
        Netduma-Fraser
        NetDuma Partner
        Aug 14, 2018
        Where did you purchase from? If you've only just bought it new then support shouldn't have expired. Did you get it second hand?

        Can you help get kortex in touch with support?
        DarrenM
        Blanca_O
        ChristineT