topic Re: YouView TV Guide not working or slow in TV

YouView TV Guide not working or slow

Karl-TalkTalk — Fri, 03 May 2024 08:04:12 GMT

@Mmatt , @Pez30 , @Bferen , @Frankafrank , @Rusty_2 , @Glendevonfrank , @Glenda5 , @Cathcol , @SCBierton13 , @Suezz , @Chevy1

Can you all please confirm if you have tried the following :

removing the aerial = Y/N

remove the ethernet = Y/N

reboot = Y/N

retune = Y/N

Also have you done a factory reset Y/N

If you can also let me know the number of channels you have after a reune, and if you notice this issue affecting a specific channel, or what channel you are watching when you notice this happening.

Please reply just in this thread so I can collate all answers for our Youview contacts. I'm in direct contact with them currently so can relay info across quickly.

I'll also pin this thread at the top for now so it's easy for you all to find.

Thanks

Karl.

Re: YouView TV Guide not working or slow

Glenda5 — Thu, 02 May 2024 14:56:42 GMT

I have tried all of those options.

Re: YouView TV Guide not working or slow

Karl-TalkTalk — Thu, 02 May 2024 14:58:05 GMT

Excellent, thanks for cnfrming, I'll update my list here.

Regards,

Karl.

Re: YouView TV Guide not working or slow

Suezz — Thu, 02 May 2024 16:19:48 GMT

Hi Karl, mine seems to be working o.k except for having to load it to switch it on. I did a factory reset when it wasn't working but it didn't do any good just lost all my recordings . Got my fingers crossed it keeps going. Going to try unplugging then switching on to see if that fixes the not starting with the remote but not till the next time I switch it on.

Re: YouView TV Guide not working or slow

Rusty_2 — Thu, 02 May 2024 18:55:19 GMT

Hi Karl,

Cant get to my son's until Saturday but will do all that and get back to you after that

Thanks

Rusty_2

Re: YouView TV Guide not working or slow

Pez30 — Thu, 02 May 2024 19:05:44 GMT

Disconnected everything remote not working. Tried twice more, same problem so I still have an issue in fact now it’s worse.

Re: YouView TV Guide not working or slow

Maisiejane — Thu, 02 May 2024 19:46:43 GMT

I keep rebooting I have not removed any of the leads as I am not very mobile to access the back of the box. Everything is very slow and. It’s not corresponding with the remote control. This had been happening for about a week ..

Re: YouView TV Guide not working or slow

Rusty_2 — Thu, 02 May 2024 19:55:45 GMT

He's managed to do all those and it's just the same

Thanks

Rusty_2

Re: YouView TV Guide not working or slow

RMurray — Thu, 02 May 2024 20:06:15 GMT

I’ve tried these too no luck - initially i bought a new remote which worked ok for 2 days then went back to slow slow slow slow and impossible to use 😞

Re: YouView TV Guide not working or slow

Rusty_2 — Thu, 02 May 2024 20:19:20 GMT

Karl

All done- no different

Thanks

Rust_2

Re: YouView TV Guide not working or slow

Karl-TalkTalk — Fri, 03 May 2024 07:42:18 GMT

Hi All,

Thanks for adding your info to this thread. I've read all posts and collated all info in one place to relay to youview as they test. They are replicating the issues on TV Boxes at their side and looking at all the logs to narrow down the root cause. I'll keep you all updated here with their progress.

Karl.

Re: YouView TV Guide not working or slow

Karl-TalkTalk — Fri, 03 May 2024 07:50:47 GMT

Hi @RMurray ,

What Model TV Box do you have ? Also, under the box is a serial number, can you provide this please.

I cannot see any service discovery logs here, so not seeing any communicatin from your TV Box to our servers etc.

Thanks

Karl.

Re: YouView TV Guide not working or slow

Karl-TalkTalk — Fri, 03 May 2024 07:53:20 GMT

Morning All,

Please can I ask you to confirm the number of channels you have after a retune.

You can see this in the settings.

Also, do you notice if this only happens if you try to select a specific channel, or what channel you are on when you see this happening.

Thank You,

Karl.

Re: YouView TV Guide not working or slow

Pez30 — Fri, 03 May 2024 08:09:44 GMT

Re: YouView TV Guide not working or slow

Pez30 — Fri, 03 May 2024 08:13:32 GMT

I currently have 179. I don’t think specific channel remote unresponsive or really slow generally

Re: YouView TV Guide not working or slow

Karl-TalkTalk — Fri, 03 May 2024 08:24:21 GMT

Hi @Pez30

YouView have asked, can you try a maintenance reset as follows :

TalkTalk TV & Plus Box

Turn the power on using the button at the back of the box
Press the power button on the front of the box
Very quickly, press and hold the + and - buttons on the front of the box together for 10-15 seconds
You should see the start screen on your TV, followed by the Maintenance Mode screen
Select Factory Reset.

When the box is back up and running, just try switching between channels BBC1 & BBC2 then try the Guide and see if this is unresponsive for those channels or just in general.

Thanks

Karl.

Re: YouView TV Guide not working or slow

Annie9896 — Fri, 03 May 2024 09:49:49 GMT

My TV GUIDE works initially AFTER the Factory reset then when u come out of it but then go back into it, it appears slowly but with NO data next to the channels. Have retuned etc but to no avail.

Remote working very slowly.
As a pensioner I rely on my TV recording facility so any help I can get would be appreciated. Thank you.

Re: YouView TV Guide not working or slow

Karl-TalkTalk — Fri, 03 May 2024 10:10:53 GMT

Hi @Annie9896 And everyone else 🙂

We are looking into this currently, and I should have more info around noon today.

One thing to test, take out the aerial, then select BBC1 (channel 1) on the box/remote.

When the box changes to channel 1, plug the aerial back in and see if the small EPG (Guide) shows ok at the bottom of the screen.

Try changing to 101 (BBC HD) and see if that is responsive.

Then try Channel 236 - GBNews and channel 233 Sky News and see if they are showing ok and are responsive and that the EPG is loading and showing ok.

Thanks

Karl.

Re: YouView TV Guide not working or slow

Pez30 — Fri, 03 May 2024 11:17:47 GMT

Did not come on without aerial in. Tried with aerial initially not responding then started working fine using guide and changing channels. Started lagging again/not responding waited 30 seconds started responding again but now stuck on guide with no info for channels so stopped responding again. Will have to try again later

Re: YouView TV Guide not working or slow

Karl-TalkTalk — Fri, 03 May 2024 11:34:47 GMT

Thanks for testing, If you can, Take the aerial out and change to BBC1 - it won't come on, but thats expected 🙂

Plug aerial in, then change to channel 101, and just try the channels above 101, 102, 103 etc and see if they all work and the guide works better when just using the channels above 100.

Thanks

Karl.