BBC iplayer starting when pressing channel 1 or 2

[pne168]

I had a new Talktalk tv 4k box earlier this year. Over the last week whenever I try to watch bbc1 or bbc2 (pressing channels 1 or 2 on the remote), it immediately starts bbc iplayer. How can I fix this?

[Karl-TalkTalk]

Hi

If you start your own thread (new message), we’d love to help.

We’ve found that posting in someone else’s conversation makes it harder to follow when looking for an answer.

It’s easier and quicker if we can chat with you in a single thread, if you start your own thread, that will keep our community organised and help others with a similar problem.

Check your home phone number or account number are also added to your Community Profile as that will really help us to find your details quicker.

Thanks

Karl

[Jfsmith1]

I’ve got exactly the same problem and would welcome any advice

[fr8ys]

@DMac2024 

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.
Thank you

[DMac2024]

I am having the exact same issue and it’s driving me crazy. 

happend last week and I reset the box to factory settings, I think that helped but a few days later it’s doing it again.

Saw feedback below re time shift/rewinding. I’ve never been able to do this since we got the new box.

how does this get resolved?

[fr8ys]

That's great news.

[pne168]

Just checked TV and Netgem box now working properly for BBC channels. Thanks for help in sorting this out.

[Karl-TalkTalk]

Hi

Just a quick update from me, Netgem have been working on this, and are due to roll out a small configuration change this week.

Thanks  

Karl. 

[fr8ys]

These things take time and I speak from experience have project managed quite a few computer systems.

First Netgem have to admit there is an issue.

Then have to replicate it.

Then run diagnostics to find the cause.

Then find a solution.

The write code to implement the solution 

Then do a round of testing to prove it works.

Then testing to make sure the new code does not have a knock on effect of causing another fault elsewhere.

Oh and it's the holiday period so reduced staffing.

In the meantime could you check something else that's been reported please?

Can you check and see if your box is experiencing issues with time shift.

Press pause on the channel you are watching and once paused press play.

After saying 5 mins, or when suits you could you see if you can rewind the programme.

Please let us know how you get on as it seems the same update mat have caused an issue with this too, but having it independently verified, or not if it does work, would help.

Many thanks.

[pne168]

Still waiting for a solution to this problem. Has there been any response from Netgem?

[Karl-TalkTalk]

Hi

If you have the Netgem 4K TV Box and are seeing the issue where it is forcing Iplayer when selecting BBC1 or BBC2 (Channel 1 & 2)  please check your aerial direct to your TV to make sure there are no signal issues with those channels.  If not, please confirm all is ok with your aerial signal, then make sure your 'Community Profile' is up to date with your account number of telephone number so we can locate your details.

Also, please add the MAC Address of your Netgem box to the private notes section of your 'Community Profile' .

The mac address can be located on the sticker on the bottom of the box, and begins 000430

Thanks  

Karl. 

[Karl-TalkTalk]

Hi

I've recreated the issue here, and will get this flagged to Netgem.

Thanks  

Karl. 

[fr8ys]

Oh, this seems to be something that is being reported by another customer as well (and his sister who has the same box).

I offered advice there but that did not work

https://community.talktalk.co.uk/t5/TV/Netgem-4k-tv-box-bbc-channel-issues/m-p/3086737#M189968

Staff are back tomorrow and hopefully they will pick this up then.

101 and 102 seem to be working ok so maybe use those for now.