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TV Support

For help with your TalkTalk TV box, channels and apps.

TV Guide not working

Mmatt
First Timer
Private Message TalkTalk
Message 41 of 41

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.

 

40 REPLIES 40

Message 1 of 41

Hi All

 

The issue affecting the guide has been resolved.  This was caused by an external factor that has now been resolved by the vendor.

 

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.

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Message 2 of 41

Thank goodness!  All OK again at present and a massive relief.  I was so pleased to find this Community and the support that has been provided by knowing that there were others out there experiencing the same problem.  So fingers crossed for no further problems.m

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JohnnyS
First Timer
Private Message TalkTalk
Message 3 of 41

Had the same problem all week ,thinking it was the youview box at fault.Liased with TalkTalk  a couple of times ,until I came across this thread realising  I was not Alone, . Hope everyone is now back to full service with speed of channel change and full guide display, as it seems that Youview has provided a fix for the problem.Fingers crossed it remains stable

Cocothecat12?
First Timer
Private Message TalkTalk
Message 4 of 41

Have tried troubleshooters on my TV box but still not working no TV guide and sometimes will not change channels.  New batteries changed

Message 5 of 41

@FranChe here it is again

 

https://community.talktalk.co.uk/t5/TV/YouView-TV-Guide-not-working-or-slow/m-p/3039157#M187176

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 6 of 41

Nope, I go up and down the mobile but see no sense or link or option.bplease ignore me, kick me out,v anything - I give this up! 

FC
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Message 7 of 41

The link I provided goes to it.

 

This is where all updates will be posted.

 

To stop receiving emails for this thread, use the 3 dots at the top of the thread and click unsubscribe.

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 8 of 41

Sorry, I am completely lost in what may be the top, or pinned, there does not  seem to be chronological order to the messages. How do I get out of emails about this thread!?

FC
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Message 9 of 41

Hi, @FranChe 
This is an issue that is under active investigation by YouView.
Please see the pinned topic at the top of the TV board for information and to add your experience here.
https://community.talktalk.co.uk/t5/TV/YouView-TV-Guide-not-working-or-slow/m-p/3038974
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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Message 10 of 41

@Jmarion speed or package is not an issue now for the TV Hub.

 

This is the only box that TalkTalk supply now and is available regardless of package, and was opened up to all. However you may have to recontract to get one.

 

You will need to phone to do so.

 

Try phoning 0345 172 0088 and say you can't get ITVX. This should prompt them into offering you one.

 

You shouldn't be asked to return the existing box and can argue you want to keep it to record.

Opening Hours can be found here - https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529#

 

 

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 11 of 41

@ Karl!

@The soft rest didn't work (3-4 attempts).  Unplugging and replugging seems to have helped better with the TV guide.

However, switching on was and still is excruciatinglt slow: or not working from the remote, I have to push the box button for 10seconds every time then it's a full slow wake up..., even after checking the SMART option is on for restarts... 

Yesterday I tried returning channels, twice, which decreased my access to only 80. (Not a major issue but maybe a symptom?). 

FC
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Message 12 of 41

Hi, @Jmarion 
This is an issue that is under active investigation by YouView.
Please see the pinned topic at the top of the TV board for information and to add your experience here.
https://community.talktalk.co.uk/t5/TV/YouView-TV-Guide-not-working-or-slow/m-p/3038974

 

Your box will hopefully work once YouView identify the issue and release a fix.


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).

Message 13 of 41

My Youview box has to be rebooted every time I switch it on and the guide only works spasmodically. After doing 3 maintenance checks (as directed by three Talktalk technicians on Chat), I have lost all my recordings and achieved nothing. Last Chat told me that there was a problem with my box and I would need a new one. I was given a number to call. And guess what? My broadband will not support a new box and an upgrade to Full Fibre is not available via Talktalk although I know that other suppliers (like Vodafone) have FF availability in my building.  Pretty hopeless it seems! 

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Mmatt
First Timer
Private Message TalkTalk
Message 14 of 41

Guide is working at the moment. It was unresponsive when I switched on again tonight. Restarted the box, made no difference at first but now it seems to work OK. I'm not going to say it's fixed, till I see what happens in the next few days

Message 15 of 41

Tried the factory reset again. It worked ok for approx 15 seconds then back to not working.

Message 16 of 41

Not for a few days. Will try again now.

Message 17 of 41

Hi

 

Did you also try the factor reset ?

 

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.

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Message 18 of 41

I've tried all the resets and suggested steps. Nothing makes a difference i'm afraid.

Message 19 of 41

Hi All, 

 

just an FYI, if you can try the Factory Reset from the settings menu rather than the maintenance reset to see if this also helps.

 

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.

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Message 20 of 41

Hi Glenda5

 

If you can try the steps above, and if nothing changes, try a factory reset from the settings menu.

 

Then let me know.

 

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.

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