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youview box stuck on loading

1953kev
First Timer

on ‎22-05-2020 11:48 PM

Message 5 of 5

A few weeks ago my Huawei YouView box started to freeze on the current channel I had on. It wouldn't let you change channel or open any of the guides or players either. I had to keep switching it off and back on again. Today  I switched it off on the back, after switching it back on it went into Maintenance Mode and I tried all the options and it still fails to load. after which I switch it off at the back to start it up, it then just keeps showing the loading screen. It has currently been on loading screen for over an 2 hours

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4 REPLIES 4

Karl-TalkTalk
Support Team
In response to 1953kev

on ‎25-05-2020 06:35 AM

Message 1 of 5

Hi 1953kev

 

A replacement TV Box is on the way to you.

 

This should arrive within the next 48hrs.

 

Regards,

 

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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fre55die
Community Star
In response to 1953kev

on ‎23-05-2020 01:40 PM

Message 2 of 5

hi @1953kev 

 

I have escalated this to OCE support and they will respond on here A.S.A.P.

 

Please do not add anything on here OR start a new thread until an OCE responds as the system will see this as a new post and move you to the back of the queue.


Unfortunately the response times are extremely delayed and currently can take a couple of days instead of the usual matter of hours. Please bear with us as an OCE will get back to you as quickly as possible.

If this has helped and solved your problem, please mark it as "Accepted Solution" from the 3 dot dropdown menu in the bottom right of this post so that staff or others do not spend time looking for alternatives. If you like the answer please feel free to click the "Like Button"
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1953kev
First Timer
In response to fre55die

on ‎23-05-2020 09:51 AM

Message 3 of 5
ok done that
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fre55die
Community Star

on ‎23-05-2020 02:05 AM

Message 4 of 5

Hi @1953kev 

 

IMPORTANT FOR SUPPORT


Could you please ensure that your community profile includes your PHONE NUMBER as OCE's will need this to tie up your screen name to your account. (click on your avatar to view the information > Settings > Launch Profile Wizard,put your phone number in box, then scroll to the bottom of page and click save)

 

Please post back on here when you have done this and I shall Escalate this for OCE support.

If this has helped and solved your problem, please mark it as "Accepted Solution" from the 3 dot dropdown menu in the bottom right of this post so that staff or others do not spend time looking for alternatives. If you like the answer please feel free to click the "Like Button"
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