Netgem 4k tv box bbc channel issues

[Boabby72]

<span;>I'm unable to view any bbc channel normally through my aerial. When selecting these channels the 4k box selects iplayer. All other channels work normally. I've carried out a full Netgem 4k box reboot/restart and also rescanned the channels, all to no avail.
<span;>Any ideas ??</span;></span;>

[fr8ys]

That is why pause rewind and ff do not work. The box uses the stick memory to utilise the time shift facility.

[Boabby72]

Thanks for responding, but no I don't have a USB stick inserted in the box and don't use one at all.

[fr8ys]

Silly question but you do have a usb stick inserted in the box, and press pause to start the time shift on each channel you select?

[Boabby72]

Is there any update on this yet. I'm currently unable to pause/rewind/ff on the tv box.

Channels appear to be presented correctly at the moment 

[Boabby72]

Just done as you've asked and rather than improving anything it's returned the box and channel presentation to the original issue I reported.

This is a total fiasco, why can't you/netgem sort this out or roll back the software update?

[Karl-TalkTalk]

Hi

Have you powered of the box for 5 minutes to see if this will help.

Thanks  

Karl. 

[Boabby72]

Hi

This morning I have my regional channels back as they were previously and in the correct order, also channels 101 102 etc.

However I am now unable to pause/fast forward on live tv as before. I can only do this by going to tv player apps

[Karl-TalkTalk]

Hi

OK, I'll see what Netgem come back with.

Karl.

[Boabby72]

No problems with aerial directly in tv or aerial reception. All issues are with Netgem box.

[Karl-TalkTalk]

Hi

Connect the aerial direct to to the TV and check those channels for reception issues.

Thanks  

Karl. 

[Boabby72]

Just to advise, issues have got worse this morning. I no longer have channels in the 101 range and channels do not run in order. I can't access my own regional channels eg bbc Scotland. I've rescanned but no difference 

[Karl-TalkTalk]

Hi

Thanks I'll pass this along to Netgem.

Karl.

[Boabby72]

Hi Karl

I've added the details you requested into my community profile.

Regards

Robert

[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 All

I've recreated the issue here for both BBC1 & BBC2, and will get this reported to Netgem.

Channel 101 and 102 work correctly as a workaround for now.

Thanks  

Karl. 

[fr8ys]

Hi @eezzllee 
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

[eezzllee]

Also affected by this issue.. Channel list totally scrambled and everything is a nightmare. Great timing talk talk..

It's almost Monday evening and there is still no official reply here from the 'staff'.. Why is that?

[fr8ys]

Another customer is now reporting a similar issue here

https://community.talktalk.co.uk/t5/TV/BBC-iplayer-starting-when-pressing-channel-1-or-2/td-p/308678...

Sounds like it is a box software issue.

[Divsec]

Hi @Boabby72 sounds like the culprit is identified, all we need now is for the Talktalk team to come back in on Monday and see what they can do at their end.

[Boabby72]

Thanks for responding, that makes more sense now.

It seems to me that this is down to TalkTalk/Netgem to sort out or roll back the Software update.

Any input from TalkTalk please much appreciated