Malfunctioning TV box

[PoppyRossi]

I am having awful problems with my TV box - took 20 minutes this evening to access a programme.

When first switching on TV a message appears 'Channel not available" - usually with BBC programmes but also with others at times.  The first time I switch on, every time, there is no sound so I have to switch on and off several times.    When I try to access programmes on demand from the guide they will not usually load - especially ITV - the ITV logo and the Dominos sponsorship logo  appear, then the screen freezes and the only solution at this point is to switch off the TV yet again.  To watch a desired programme I then have to revert to the Talktalk home button to access programmes.   I have used the Settings button to check connections (my laptop and phone connections are fine) and am told to press the WPS button on my router which I do, and even then programmes will not always load. Help please!

[fr8ys]

What happens if you plug the aerial directly into your TV bypassing the box?

Does ITV play ok or are there issues with the signal?

Try a retune on the TV too to see what happens with the signal?

[PoppyRossi]

Yes I did the reset - it resolved the problem of the message "Channel not available" on first switching on, but all other problems remain. It is almost impossible to watch an ITV programme from the guide and even sometimes from the app.  

Regards

Poppy

[fr8ys]

@PoppyRossi you cannot reply to the email. These are no reply notifications.

To reset your box, press the button on the left hand side of the box 5 times, while on, and this will reset the box, not just ITVX.

Please let us know how you get on.

[PoppyRossi]

Hi - I replied by email but have heard nothing since.

I have the 4K box.  I did do the reset but without success.  The only difference is that I don't get 'Channel not available ' message.  All other problems remain - TV never has sound when turned on for first time so has to be turned off and on again.

Once connected with sound, pressing "Play" to watch a programme usually has no effect especially on ITV- I have to go to the app or switch off and on again often several times.

When watching On Demand, programmes do not resume after ad breaks, especially Channel 4, so it is necessary to 'go back' to resume programme.

It was suggested that I reset ITV via Settings but I was unable to find this option.

I have to waste so much time just to get any enjoyment from my TV.  So frustrating.

Help please.

Thank you in anticipation,

Poppy

[Karl-TalkTalk]

Hi PoppyRossi

Did you try the reset process as advised by fr8ys, and did this help ?

Thanks  

Karl. 

[fr8ys]

I'm assuming you have either the 4k box or TV Hub as you don't mention recordings and you can access ITVX albeit Domino screen only.

I'd suggest that something is buggy in the software and rather than give you 3 or 4 options to try, it's probably best to try a factory reset of the box which will reset the box and reinstall the software and apps. 

If this doesn't resolve the issue, please post back.

4k box is easily reset by turning the box on and then pressing the button on the left hand side of the box 5 times.

TV Hub reset is within the settings menu.

You will need to sign into the apps again, but I hope it works.