TV Guide not working

[Mmatt]

The TV Guide isnt working properly. You can't change channel with it. It's very slow to appear. After about 2 hours it springs back to life and seems to work properly. But if you turn the TV off it goes back to being slow or freezing. I've re-booted the box twice, turned the TV connection off and on. Changed remote batteries. All made no difference.

[Glenda5]

Same problem here. Its been like this for a week now. 

[Karl-TalkTalk]

Hi All, 

If you can please follow these troubleshooting steps from YouView, and let me know . and please drop me a PM with the serial number and model of your box, It will either be DN360T, DN370T or DN372T :

Some things we’d like to try before they do a factory reset:

• Remove ethernet and see if the box/Guide recovers
• If not, remove the aerial and see if the box becomes responsive
• Reboot the box if they haven’t already
• If the box is briefly responsive after a reboot, try a retune via Settings

Thanks  

Karl. 

[Karl-TalkTalk]

Hi @Pez30 

Can you drop me a PM with the serial number of your STB so I can get youview to check the logs.

Thanks  

Karl. 

[Karl-TalkTalk]

Hi

OK, thanks for confirming, I'll relay this to youview.

Thanks  

Karl. 

[Pez30]

I am on my third attempt this morning.  First time lost lots of channels.  Second time gained 20 more Chanel’s but guide freezing. Third time back up to 174 channels but guide still freezing/slow.

[Karl-TalkTalk]

Hi

Please try the retune process mentioned by ferguson and let me know if this speeds up the guide.

Thanks  

Karl. 

[ferguson]

Try disconnecting the aerial from the box and do a retune. This will of course result in zero channels being found, but may help clear any issues with the tuner itself. Then reconnect the aerial and try again. Let us know how you get on. 

[Pez30]

It’s still not working properly.  There are only so many times I can turn things off and on and retune.  TalkTalk I am paying for a service I am not getting.

[FranChe]

Same problem here, so thanks for sharing. Reading others and the replies it looks like we are left to resetting everything ourselves, or lose the old box with a recordable option. Awful loss for me, and prices going up!? 😭 

[fr8ys]

A fix is supposed to have been released by YouView today 

Try a soft reset by holding the on / off button for around 10 seconds until the box restarts or turn off from the mains and restart.

Then perform a retune.

Let us know how you get on please.

[Frankafrank]

Been having the same issue for about a week.

Turned box on and off, rebooted, retuned, checked cables etc etc. if it works it’s only for a short time then goes back to no channels showing on guide, slow to change channel etc.

It’s very frustrating and I hope it’s resolved soon!

[Pez30]

This is really poor it has been like this for days.   I’ve personally had nothing but problems since I allegedly upgraded with one thing or another.

[Glendevonfrank]

I'm having the exact same problem . Agent from TalkTalk spent about an hour checking things out but could not find anything. I thought it was a faulty box so I replaced it with a spare one that I have. Same problem on that one as well. It must be a problem on their system. I read a thread that they know about it and are investigating. Hope they solve it soon as its a nui .

[Karl-TalkTalk]

Hi

YouView are investigating as a priority and working towards a resolution asap.

Thanks  

Karl. 

[fr8ys]

The following notice is on the Service Status Dashboard (https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service).

If the advice doesn't work then keep an eye on the status board for updates. Thank you.
We're aware some TV customers using our TalkTalk TV and TalkTalk TV Plus Boxes are currently having issues with the Guide not loading and being unresponsive.

We'd like to apologise for any inconvenience caused during this time and assure you that our engineers are working with Youview to restore this feature as a priority.

Youview have made us aware a reboot of your TV box does NOT resolve this issue. They have advised performing a Maintenance reset could be completed to resolve the issue.

[Bferen]

Is there a general issue with YouView

[Karl-TalkTalk]

Hi Mmatt

Did the advice from fr8ys help ?

Thanks  

Karl. 

[fr8ys]

Ok thanks.

When rebooting was this by disconnecting the box from the mains or holding the on off button until the box restarts?

If youve tried on of these then try a YouView Maintenance Reset (https://community.talktalk.co.uk/t5/Articles/How-to-find-maintenance-mode/ta-p/1429347)?

Try the Factory Reset keep recording option.

You will then need to reset your personal settings (such as parental controls / Set antenna Out to On in Settings: Picture and Sound / Surround Sound etc.) and also reset your scheduled recordings (might be worth taking a note of future recordings before doing this so you don’t miss any).

If all else fails, and you cant live with the issues then try a full factory reset, lose recordings, which will reset the box and format the hard drive.

Unfortunately these boxes are approaching end of life and the only way to try and save them is the maintenance reset.

TalkTalk no longer provide recordable boxes so if recordings are important to you its best to try all options.

Hope it works but if not then please let us know and support staff will get back to you.

[Mmatt]

I have a Huawei box

[fr8ys]

Which box do you have?

We can then look into giving you better advice.