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Huawei DN370T set-top box continually freezing

Reply
4 REPLIES
Rwcrowson
Sightseer

We have a box that doesn't work it freezes it pauses during a recorded programme then will start and you have missed dialogue etc. Now it won't record and sometimes we get s black screen. We have had a bright spark engineer out he said if it doesn't work we need a new box. We reported this on Saturday and was told you were running a test and ring back Sunday. We have ring back Sunday and guess what no record and told to do what we did on Saturday ! A waste of time we need someone to sort this out we need to talk to someone in the UK who will replace the box is it that difficult to do ? 

fre55die
Community Star

HI @Rwcrowson

 

Have you tried either a factory reset from the main menu or firstly try this as it will keep your recordings :

 

Turn the box off, then unplug power lead for a couple of minutes.

Re plug in power .

  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 / RF loop through / 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).

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

 

If this doesn't work then you should then try the Factory reset fron the menu YV button > Settings > Factory reset. This will lose your recordings, but you will lose these anyway if box is replaced and this will reformat the hard drive.

 

If neither work you need a new box.!!

 

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

Hi Rwcrowson

 

Have you tried the reset as advised by fre55die ?

 

Do you need any further assistance ?

 

Thanks

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars


OCE's Hours of Operation - Mon to Fri 8am to 4pm. Urgent issues outside these times, please use Live Chat

Rwcrowson
Sightseer

The engineer did the wholesale rest things when he came he also said if it didn't work we would need a box .

 

it took loads of time and effort Andy repeating ourselves but a new box has arrived.

 

now we just need to get the £30 charge for the missed appointment when the ENGINEER cancelled because he had been given to many jobs and was to far away to make it.

 

Afraid talk talk doesn't get any better ! 

Community Team

Hi

 

Glad to hear our colleagues have swapped the box for you.  Live Chat with our billing colleagues and they can adjust the bill for you.

 

Thanks

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars


OCE's Hours of Operation - Mon to Fri 8am to 4pm. Urgent issues outside these times, please use Live Chat