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Catchup on ITV 1 not working properly.

gmbiggles
First Timer
Message 9 of 9

Hi all, My Youview box worked perfectly until a few days ago. Catchup capability on ITV1 stopped about 5 days ago. Catchup on all the other relevant channels works just fine.  On ITV , the Catchup icon simply doesn't display. Went onto TalkTalk help, though the person didn't really seem that knowledgeable. Tried all sorts of suggestions including factory reset, but to no avail. They sent me a new box, but it is still the same. All catchup except for ITV1 working (I should say that ITV2 catchup is fine).

 

Any ideas or suggestions?

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8 REPLIES 8

fr8ys
Community Star
Message 1 of 9

Hi,

 

i reported this to YouView and they have already raised an issue to ITV and awaiting a response.

 

you can monitor progress here on their forum.

 

https://community.youview.com/youview/discussion/7606770/itv-hub-unavailable-on-1st-gen-youview-devi...

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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fr8ys
Community Star
Message 2 of 9

The only notification regarding the ITV hub update was that it was due sometime January.

The advert issue has been an on and off issue for months, in not years!

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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gmbiggles
First Timer
Message 3 of 9

Hi, Just following up with my box number. It's a DN372T.

 

The issue with the ITV  hub update. Was this quite recently, like last week? My problem only started a week ago.

 

Thanks again

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fr8ys
Community Star
Message 4 of 9

Hi,

 

If your box records, I'd keep it and use the TV app for catchup, even if offered a replacement so you can continue to record.

 

Even though they are all ITV Hubs, they are individually programmed for each type of device, so t may work well on one device but not another.

 

There is also a known issue that affects many of the catch up apps that have adverts, in that the programmes and adverts are held on different servers and they don't always switch back as required. All4 had many issues with this last year.

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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Message 5 of 9

Many thanks, I have added my details to the Profile as requested. I'm out at the moment but will add the box details when I have them. I also have a smart TV with Freeview Play and it plays catchup on ITV1 just fine, hence the reason I suspected an issue with the box.

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fre55die
Community Star
Message 6 of 9

Hi @gmbiggles  as  @fr8ys has said this appears to be an ITV problem. For similar problem see also  : https://community.talktalk.co.uk/t5/TV/ITV-hub-ads-sticking/m-p/2855115#M178552

 

A Google search will show that it is a widespread problem and not limited to TalkTalk.

 

As @fr8ys  has said for full support the staff will need at least either your registered TT landline number or your account number in your Community Profile, This is purely to tie up your Account with your screen name.

If this has helped and solved your problem, please mark it as "Accepted Solution" from the 3 dot dropdown menu in the bottom right of this post so that staff or others do not spend time looking for alternatives. If you like the answer please feel free to click the "Like Button"

fr8ys
Community Star
Message 7 of 9

Should have added, you are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
Please post back when done.
Thank you

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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fr8ys
Community Star
Message 8 of 9

There seems to be an issue with the Hub since a recent update. The Hub will no longer be supported by ITV on the 370T boxes, but some older content may play. Newer content will not.

 

What box do you have?

 

Another customer has had a replacement non recordable box sent to them but the dame issue was evident on there.

 

ITV are the owners of the hub and YouView / TalkTalk the means of distribution, so unfortunately, TalkTalk cannot fix this.

 

Please note that if you are eligible for a new box, TalkTalk now only supply non recordable ones.

 

If you can confirm the box please, support staff will be back on Monday.

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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