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Britbox App repeatedly freezing / buffering when viewing programmes

bearpeje
Whizz Kid
Message 16 of 16

 

Hi, for several Months now, every week or so, my Britbox App has been freezing during playback of Programmes, with the Blue Circle on screen. It happens every couple of minutes throughout the entire Programme, making it virtually unwatchable.

My initial thought was to contact Britbox, as BBC iPlayer and ITV Hub seem OK ?

Their advice was to power cycle the Router, which made no difference, and when I logged into Britbox, on my Windows 10 Laptop, the Same Programme played perfectly ?

I googled the issue, and found lots of posts about the same issue with the Huawei DN372T Youview Box, which is the same Model as mine ?

I tried the Britbox App again today, and it is fine, but I am paying for the Britbox App, when it malfunctions regularly ?

Does anyone else have issues with the App / and or the Youview Box please ?

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15 REPLIES 15

Gliwmaeden2
Community Star
Message 1 of 16

These are @£10.20 per month, @bearpeje. according to this information page:

 

https://community.talktalk.co.uk/t5/Articles/Cancel-your-TalkTalk-service/ta-p/2204737

 

You must ring LOYALTY to ask to cancel, and they will give you the precise figure:

 

03451 720046 till 7pm today. 

Gliwmaeden2, a fellow customer.
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Message 2 of 16

Karl,
I am afraid that I am going to send this DN360T box back in the supplied packaging ?
The other alternative means losing my Recordings on the DN372T box, and also losing the facility to record anything ?

I have bought an alternative device that allows me to Stream content, and so I do not need my Youview Box to do so, although it is disappointing that it can't do so !

Many Thanks for your own efforts Karl, but I am very far from satisfied with TalkTalk TV's performance 😞

I have just over a Year left on my Fibre 65 Package 18 Month deal, so perhaps you can advise me what my Exit Fees would be if I cancel, and switch provider at this stage ?

Regards

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Message 3 of 16

Hi

 

The current remote will work with all box models.

 

Karl.

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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bearpeje
Whizz Kid
Message 4 of 16

Karl ?
I have checked the Manual with the DN360T, and it's a different Remote to the one I have, but it wasn't in the Box ?

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bearpeje
Whizz Kid
Message 5 of 16

Hi Karl,
The Lite Box has arrived.
There is the usual Return packaging, but My existing Box has recordings on it, and can still record, which this one cannot ?

Can I ask you if you can authorise me keeping both, at least for the time being, so I can check if the Lite Box is any more compatible with my Apps ?

Is it possible to use both boxes at the same time ? and if so, how please ?
There is No Remote with the Lite Box ?
Do I use the same one for both boxes ?

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Message 6 of 16

Your Welcome.

 

Karl.

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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bearpeje
Whizz Kid
Message 7 of 16

Thanks Karl 🙂

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Message 8 of 16

Hi

 

A TV Box is on the way to you.

 

Thanks

 

Karl.

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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bearpeje
Whizz Kid
Message 9 of 16

By this time ?
Even though I have found a 'service status' about TalkTalk's website being down for maintenance ?

I have performed Yet Another "Factory Reset - keep recordings", and now the Britbox App is working ?
But, Am I to conclude that TT Service means that I have to perform a Factory Reset every few Days ? for my Apps to work 😞
I will try the Prime Video App when I get a chance, to see if that now works ?
But this is all quite unacceptable for a Subscription service !

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bearpeje
Whizz Kid
Message 10 of 16

The Talktalk Website is also not responding to anything at the moment 😞

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bearpeje
Whizz Kid
Message 11 of 16

And Karl ?
I have just tried the Amazon Prime App on the YV Box, and exactly the same issues, problems even getting the App to open, and then when it does, Repeated Freezing and buffering, and whirling circle of doom !
I am seriously considering if it's time I looked for a Different Provider ?

Regards

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Message 12 of 16

Hi Karl,
For some reason, I have only now seen your reply, as I was searching again, because my Britbox App is doing the same again - Freezing, Buffering, and Volume Muting !
Watching Programmes is impossible, and I am of course, still being charged for the App ?

So, yes please, send me a different Youview Box, and hopefully, it will be compatible with the Britbox App, as this one clearly isn't !

Regards

Pete

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Message 13 of 16

Hi

 

We can try a replacement box, but we now only supply the Lite Box - DN360T. Would you like to try this ?

 

Thanks  

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Message 14 of 16

Hi fre55die
Thanks for your suggestion, and yes I did a Maintenance Reset, after the first time the issue arose, but it didn't make any difference to Britbox App playback ? 

The fact that Playback is fine via the Britbox Website, convinces me that this is an issue with the Huawei Box ?

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fre55die
Community Star
Message 15 of 16

Hi @bearpeje 

 

Try a Maintenance reset as follows :

 

Maintenance Reset Option 2 (Keep Recordings)

 

Turn the box off, then unplug the power lead for about 10 minutes.

Re-plug in power  lead.

  1. Ensure the YouView Box is switched off and is currently connected to the router (the YouView Box will require an internet connection).
  2. Power on YouView using button at the back of the YouView Box.
  3. Start YouView using the power button on the YouView Box front panel and then quickly press and hold both the + and – buttons on the front panel. If you haven’t pressed the buttons together by the time 'YouView Waking Up' is displayed, or you see the 'YouView please wait...' message then try again.
  4. Let go of the + and – buttons once the 'Huawei – Maintenance Mode menu' is displayed.
  5. The + and – buttons on the front panel will navigate the menu. Keep pressing the – button until 2  “factory reset keep recordings” option is highlighted.  If you go past the option, simply press the + button to navigate back to the option.
  6. Press the power button on the YouView Box front panel to select the option. This will bring up some information and ask 'Do you want to proceed?'. Press the power button again to confirm.
  7. The YouView Box will now show a progress bar as it downloads software from the internet and installs on the YouView Box. This may take several minutes. Once complete, the YouView Box will restart.
  8. Once the YouView Box restarts, the YouView Box will show the initial setup wizard. You will need to run through the setup wizard including tuning the channels.

You will then need to reset your personal settings (such as parental controls / ANTENNA OUT / Surround Sound etc.) and also probably reset your scheduled recordings (It might be worth taking a note of future recordings before doing this so you don’t miss any).

It is also a good idea to restart your router once you have done this.

 

If you do NOT have any recordings that you want to keep :

Blue YV /Menu button on the remote  >  Settings  >  Factory reset. This option will re-format the hard drive and reinstall the system on your box and you will lose all recordings.

Again It is also a good idea to restart your router once you have done this.

If this has helped and solved your problem, please mark it as Best Answer so that staff or others do not spend time looking for alternatives.
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