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TV Support

For help with your TalkTalk TV box, channels and apps.

Apps

Aunty
Chatterbox
Private Message TalkTalk
Message 7 of 7

Can’t access NOW or primevideo, keeps reverting back to to channel, any ideas

Valerie woods
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6 REPLIES 6

Message 1 of 7

Morning,

 

How are you getting on?

 

Thanks

 

Michelle

 

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Message 2 of 7

If its the Huawei youview box, there could be various things that can cause this.

 

These boxes are now approaching the end of life and are prone to failure.

 

Before doing things to the box, its worth trying the following

 

Turn off the router for half an hour, then turn back on. This may improve the internet connection to the box.

 

If there are powerline plugs being used, check the lights are on during using the apps. If not the try re-pairing them.

 

If this doesn't work, we can try to reset the box. Each step is more drastic but each builds upon the previous and resets the box in different ways.

 

You will need an internet connection for steps 2 and 3 if you have to try them


Have you tried a soft reset? To do this hold the power button on the front for around 10 seconds and the box should restart.

If this doesn’t work then have you tried a YouView Maintenance Reset (https://community.talktalk.co.uk/t5/Articles/How-to-find-maintenance-mode/ta-p/1429347)?

Try the Factory Reset keep recording option.

You will then need to reset your personal settings (such as parental controls / Set antenna Out to On in Settings: Picture and Sound / Surround Sound etc.) and also reset your scheduled recordings (might be worth taking a note of future recordings before doing this so you don’t miss any).

If all else fails then try a full factory reset from the settings menu you've just used above. You will lose your recordings but you may be asked to do this before the Support Staff look at other alternatives.


TalkTalk now only supply non-recordable boxes, So it's best to try all alternatives if recording is important to you.

You will need to phone and probably recontract to obtain a new box.

Hope it works and please let us know how you get on.

Please remember to mark Solved Posts with Best Answer. Doing so helps other customers and saves TalkTalk's Support Team time by only looking at unsolved topics. Thanks, Steve (a fellow customer).
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Aunty
Chatterbox
Private Message TalkTalk
Message 3 of 7

it’s the Tv, it’s my dads so I don’t know how to work it but it is a constant problem I,e. Losing access to NOW which he accesses for Sports and as he is 94, watching sport is all he does

Valerie woods
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Message 4 of 7

Huawei?

 

Valerie woods
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fr8ys
Community Star
Private Message TalkTalk
Message 5 of 7

Which box do you have so we can advise further?

 

Sometimes disconnecting from the mains and then restarting helps but without the box type I cant offer any further actions.

Please remember to mark Solved Posts with Best Answer. Doing so helps other customers and saves TalkTalk's Support Team time by only looking at unsolved topics. Thanks, Steve (a fellow customer).

ferguson
Community Star
Private Message TalkTalk
Message 6 of 7

On which device/s?

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