Unable to watch BBC on live TV

[Jill05]

Since around 18 December I can't watch BBC 1 or 2 live programmes. It automatically starts to load Iplayer which takes ages. Also no option to restart programmes any more? Have reset Netgem box but it's not made any difference 

[Karl-TalkTalk]

Hi

I don't think replacing the box at the moment will resolve.  I've passed mac addresses of affected boxes to Netgem and they are looking into this.  

When this happens, if you press the back arrow on the remote, does it then show the channel ?

Karl.

[Jill05]

Hi again  Karl. You advised a couple of days ago you will refer my issue to Netgem. So what happens next??? Problem persists so will I need a new Netgem box?

Please advise

[ferguson]

@Parklandgrove 

Please start your own topic and Karl can add you to the list of those affected. 

[Parklandgrove]

Netgem box

[Parklandgrove]

Karl, you asked me to put my nerves box number on my profile account too.  I dud this in monday and also confirmed we have no aerial problems. You haven't told me what happens next.  It seems ⅕there are a few of us with the same problem. 

[Karl-TalkTalk]

Hi

Thanks, I'll pass this along to Netgem.

Thanks  

Karl. 

[Jill05]

Hi Karl. Have now checked aerial points and they seem to work OK. Our Netgem box ref is 000430BD4D67.

Let me know what the problem is???

[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

Connect the aerial direct to your TV and check the reception on channel 1 & 2, make sure you have a strong signal with no breakup etc.

Thanks  

Karl. 

[ferguson]

Others have reported this issue, the support team here are investigating.