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Youview box not working

Sibsiea
First Timer
Message 10 of 10

Hi my Youview box does not seem to be working anymore. When it is switched on, the lights come on as if it is trying to connect but it doesn't come onto the TV. We have tried resetting it but it still is not working. This has been going on for the past few weeks.

 

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9 REPLIES 9

Message 1 of 10

Hi Sibsiea

 

If you call our loyalty teams directly they can place a cancellation for you if this is required.

 

Regards,

 

Karl. 

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Message 2 of 10

Hi Debbie

 

No thank you, I'm going to look for a different provider. One of the main reasons I got the box was for the ability to record, and since I am paying for it, I would expect to receive the service I am paying for so I will look elsewhere.

 

thank you

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Message 3 of 10

Hi Sibsiea

 

Thanks for your reply.

 

I can send you a replacement TV box, however just to advise TalkTalk no longer provide a recordable box and now only supply the Lite box to all new and existing customers.

 

Would you like me to order a replacement TV box?

 

Thanks

 

Debbie

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fr8ys
Community Star
Message 4 of 10

Hi, @kazredhead 
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

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 5 of 10

Mine isn't working either and I have done both soft and maintenance reboots. To switch it on at all you have to do a soft reboot and then you can't change channels as it seems to have lost connection with the remote and yes, I have changed the batteries!

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fr8ys
Community Star
Message 6 of 10

Sounds like the hard drive has failed.

 

can you update your profile please as requested, so that @Debbie-TalkTalk can look into further for you.

 

Please note that TalkTalk no longer provide recordable boxes if you are eligible for a replacement.

 

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 7 of 10

Hi yeah we have tried, it is just stuck saying 'Waking up' on the TV and the lights are flashing

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Debbie-TalkTalk
Support Team
Message 8 of 10

Hi Sibsiea

 

I'm sorry to hear this.

 

Have you also tried a maintenance reset? How to find maintenance mode?

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fr8ys
Community Star
Message 9 of 10

Hi

 

when you say you have tried resetting, have you tried a soft reset? To do this hold the power button on the front for around 10 seconds and the box should restart. Alternatively, you can turn off from the back and power back on.

If this doesn’t work then have you tried 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 then try a full factory reset from the settings menu. You will lose your recordings but you may be asked to do this before the OCE look at other alternatives.

Hope it works but if not, you are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
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).