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TV Youview fault

PoppyRossi
Conversation Starter
Message 44 of 44

I contacted Talktalk last Friday as my Youview box was not working.  After a long fault-finding conversation I was told I needed a new box and that this would be sent to me to arrive at the beginning of this week.  Tomorrow I will have been without my TV for a week and no box has arrived.

This is the second time in a matter of a few months that the box has malfunctioned and on each occasion I have lost all my recordings.

Help please!

 

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43 REPLIES 43

PoppyRossi
Conversation Starter
Message 41 of 44

Thank you - I have done this - hence why I have lost all my recordings.  I had a long conversation with your chat assistant last Friday who insisted the problem was with the Youview box and s/he would have one sent out straight away which should have arrived earlier this week but so far nothing has arrived. 

 

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Karl-TalkTalk
Support Team
Message 42 of 44

Hi PoppyRossi

 

Follow the advice from fre55die and let me know if this helps.

 

Thanks  

 

Karl. 

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fre55die
Community Star
Message 43 of 44

Hi @PoppyRossi 

 

Could you possibly expand further on what is not working so that it can be further investigated.

As Talk Talk are no longer supplying recording boxes from here only the non recording boxes, have you tried a Maintenance reset option 2 as follows :

 

Maintenance Reset Option 2 (Keep Recordings)

 

Turn the box off, then unplug the power lead for about 10 minutes.

Re-plug in power  lead.

  1. Ensure the YouView Box is switched off and is currently connected to the router (the YouView Box will require an internet connection).
  2. Power on YouView using button at the back of the YouView Box.
  3. Start YouView using the power button on the YouView Box front panel and then quickly press and hold both the + and – buttons on the front panel. If you haven’t pressed the buttons together by the time 'YouView Waking Up' is displayed, or you see the 'YouView please wait...' message then try again.
  4. Let go of the + and – buttons once the 'Huawei – Maintenance Mode menu' is displayed.
  5. The + and – buttons on the front panel will navigate the menu. Keep pressing the – button until 2  “factory reset keep recordings” option is highlighted.  If you go past the option, simply press the + button to navigate back to the option.
  6. Press the power button on the YouView Box front panel to select the option. This will bring up some information and ask 'Do you want to proceed?'. Press the power button again to confirm.
  7. The YouView Box will now show a progress bar as it downloads software from the internet and installs on the YouView Box. This may take several minutes. Once complete, the YouView Box will restart.
  8. Once the YouView Box restarts, the YouView Box will show the initial setup wizard. You will need to run through the setup wizard including tuning the channels.

You will then need to reset your personal settings (such as parental controls / ANTENNA OUT / Surround Sound etc.) and also probably reset your scheduled recordings (It might be worth taking a note of future recordings before doing this so you don’t miss any).

It is also a good idea to restart your router once you have done this.

 

If you do NOT have any recordings that you want to keep :

Blue YV /Menu button on the remote  >  Settings  >  Factory reset. This option will re-format the hard drive and reinstall the system on your box and you will lose all recordings.

Again It is also a good idea to restart your router once you have done this.

If this has helped and solved your problem, please mark it as Best Answer so that staff or others do not spend time looking for alternatives.
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