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replacement box freezing

redarmy
Team Player
Message 15 of 15

replacement box has froze a number of times, needing a reset. (4 month old) does anyone know if BT and Plusnet youview boxes are any better. 

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14 REPLIES 14

Message 1 of 15

I'm waiting for an update from the TV product manager. I'm hoping he'll be able to give us a pointer as how best to proceed and get this sorted for you.


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Message 2 of 15

anybody got anymore idea`s or help

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Message 3 of 15

Fair enough and this is the second new box you've had?  Let me see what I can do for you. 


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 4 of 15

tried both updates. both show up running latest version

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Message 5 of 15

Our system is showing it's not, if you try to run an update manually it'll tell you whether you need to do it or not. You're correct you won't lose anything. 


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 6 of 15

thanks for getting back

showing last checked 26th

component software 3.2.108

manu. software  72.44.211

platform config.  3849

isp config   2201011

 

looks up to date,are you saying i should update again manually. as this is normally done overnight i take it i wont lose any recordings or settings, ie. it is not a reset

cheers

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Ady-TalkTalk
Support Team
Message 7 of 15

They should be. Sometimes you need to run them manually. Let me know how you get on with it please.


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 8 of 15

i thought these updates were automatic.

cheers

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Message 9 of 15

Hi redarmy, the firmware on the box is in need of updating. Are you able to get that to complete?


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 10 of 15

did the factory reset as suggested, froze again last night during a playback. remote totally unresponsive. had to reset again from back. getting a bit sick of this now. renewal is looming in a week. might as well try bt. some people reckon its a better box.

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Message 11 of 15

Hi

 

Try performing a Youview Maintenance Reset (Option 4: Keep Recordings).

Please note any future scheduled recordings will be lost and will have to be rescheduled.

 

Set the box back up and see how it performs.

 

Thanks

 

Karl. 

 

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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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redarmy
Team Player
Message 12 of 15

sorry forgot to say its freezing on playback

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Message 13 of 15

hiya

this has happened approx. 10 times since receiving the replacement in jan. there have been no screen errors shown. we have a black screen and it reset itself back to "my tv" . most times i have had to reset from back of box.

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Karl-TalkTalk
Support Team
Message 14 of 15

Hi

 

At what point dos the box freeze? Playback, channel changes etc.

 

Any on screen errors?

 

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.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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