topic Re: Guide not loading in TV

Guide not loading

Cathcol — Thu, 25 Apr 2024 17:53:08 GMT

Guide is not loading on tv, have restarted box etc, still not uploading.

Re: Guide not loading

fr8ys — Thu, 25 Apr 2024 18:09:13 GMT

Which box do you have so we can tailor a response?

What exactly have you tried (what is the etc you refer too)?

Have you tried changing batteries, resetting the remote, disconnecting the box from the mains and restarting?

Please can you provide more information.

Thank you.

Re: Guide not loading

Mmatt — Thu, 25 Apr 2024 18:23:03 GMT

I've had the same problem for the past 2 days

Re: Guide not loading

fr8ys — Thu, 25 Apr 2024 18:34:30 GMT

@Mmatt Hi,
Please start your own thread as each case is considered unique and it is easier for support to be given to one person per thread and also less confusing.
To start your thread click the Browse button, then Help With Your Service and select the appropriate category. You will then see a Blue Button "Start A Topic"
Please also note that you should only post back on that thread and not start another on the same topic as multiple posts cause delay to you and others seeking help.

Please detail the problem, your box and what straps you have taken to try and rectify this

Thank you

Re: Guide not loading

Karl-TalkTalk — Mon, 29 Apr 2024 05:59:54 GMT

Hi @Cathcol

Do you still need assistance ?

Karl.

Re: Guide not loading

Bferen — Mon, 29 Apr 2024 18:58:56 GMT

I have the same problem on both my boxes - dn327t

Re: Guide not loading

fr8ys — Mon, 29 Apr 2024 20:43:34 GMT

The following notice is on the Service Status Dashboard (https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service).

If the advice doesn't work then keep an eye on the status board for updates. Thank you.
We're aware some TV customers using our TalkTalk TV and TalkTalk TV Plus Boxes are currently having issues with the Guide not loading and being unresponsive.

We'd like to apologise for any inconvenience caused during this time and assure you that our engineers are working with Youview to restore this feature as a priority.

Youview have made us aware a reboot of your TV box does NOT resolve this issue. They have advised performing a Maintenance reset could be completed to resolve the issue.

Re: Guide not loading

Karl-TalkTalk — Tue, 30 Apr 2024 04:58:29 GMT

We do apologise for the current issues affecting the Guide, and YouView are investigating as a priority.

Thanks

Karl.

Re: Guide not loading

Karl-TalkTalk — Wed, 01 May 2024 10:48:06 GMT

YouView have implemented a change so please retest the guide to see if all is now ok.

Thanks

Karl.

Re: Guide not loading

Karl-TalkTalk — Wed, 01 May 2024 11:51:20 GMT

Hi All,

YouView have advised that if this issue is still affecting your box, try a Retune of the freeview channels and then see if that helps.

Thanks

Karl.

Re: Guide not loading

Karl-TalkTalk — Thu, 02 May 2024 10:51:22 GMT

Hi All,

If you can please follow these troubleshooting steps from YouView, and let me know . and please drop me a PM with the serial number and model of your box, It will either be DN360T, DN370T or DN372T :

Some things we’d like to try before they do a factory reset:

Remove ethernet and see if the box/Guide recovers
If not, remove the aerial and see if the box becomes responsive
Reboot the box if they haven’t already
If the box is briefly responsive after a reboot, try a retune via Settings

Thanks

Karl.

Re: Guide not loading

Karl-TalkTalk — Thu, 02 May 2024 11:48:52 GMT

If the above does not help, try a Factory Reset from the Settings menu to see if this helps.

Thanks

Karl.