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My tvbox is not operating consistently

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10 REPLIES 10
frank17
Wizz Kid

I have reset to factory setting three times, tried a software update (it was already up to date) changed batteries in remote. Internet connection is O/K - pc working fine and speed is 30 plus.

Catch up is problematic and if I pause catch up it loses synch with speech and vision and also vision stutters. Internet connection is via network plug. My old recorder is showing its age but recording from aerial is fine as is the tv on aerial alone but the situation is that I am relying on the old tech too much. the analogue recorder is not good enough quality.

The model is DN360T, I looked at changing to a recording device however the website keeps kicking me out of the page I want! and the device seems not to be available.

frank17
Wizz Kid

I have spoken to a tech operator by telephone and we went through the cycle of switching off the tvbox and the switching it back on again. When the picture returned after 5 minutes they said there it is working now. I repeated that it is not the general operation but when i choose catchup or pause live tv and it has been doing it for several months, the picture freezes on pausing live tv but not every time and catchup when paused on restart it loses synch with sound and vision and it does this on catchup when it restarts and it has been doing this for several months.

The operator suggested that i monitor this for a few months and then contact them again if it  hapens again. I expressed my opinion that I buy their technology and expect it work and if it does not work i expect them to fix it. I can fix it by going to another supplier and buying their tech instead. So that is another problem unresolved by TT tech department!

Community Team

Hi

 

The box is also over 5 years old and could be failing.  I'll get this swapped out for you.

 

Thanks

 

Karl. 

frank17
Wizz Kid

Many thanks Karl, at last, I thought I was going mad trying to get some response from the telephone  tech operators. I in my wisdom thought I was helping by going through the diagnostic steps before complaining, however the tick boxes have to be ticked regardless of the situation.

 

Thanks again.

Frank.

Community Team
frank17
Wizz Kid

Karl

 

Thank you for the new tv box, unfortunately there are a few problems. The remote does not operate my tv (panasonic) however I wired it up and went through the starting up tests, tuned in new channels signed into my accounts with BBC, ITV etc. went into maintenance mode and updated software, all up to date anyway, Catchup tv working O/K . Showed my wife this new box and the picture breaking up in front of our eyes, tried the tv alone picture O/K, tried the TOPFIELD(PVR) box and picture O/K. Went back to TT box and picture breaking up on all channels. Catchup O/K so I believe the internet connection O/K. Retuned box and still picture breaks up. how do I proceed? I have switched back to my old box as that remote operates both box and TV and my fire stick will give me the catchup services.

 

Frank

Community Team

Hi

 

Is it just the freeview channels breaking up with the new box ?

 

Thanks

 

Karl. 

frank17
Wizz Kid

It is only freeview channels, I do not have access to any other.

There is an engineer coming tomorrow but I do not know what they can do on site. The operator insisted that is the only way forward.

Thanks for your help.

 

Frank

Community Team

Hi

 

The engineer can look at the setup, try other equipment etc to see if there are any issues.

 

Please let me know how you get on with the engineer.

 

Thanks

 

Karl. 

frank17
Wizz Kid

I needed to fettle the aerial connections for HD, apart from that my remote is now paired. When the box has been on a while the signal freezes and I have to switch off for a short period but I can live with that inconvenience, the EPG does'nt work very well, the channel is not indicated correctly - the number is correct but the description is of another channel! Not very often it happens.

Minor irritations!

 

Thanks for your help.

frank17
Wizz Kid

The engineer tried to operate the box but had to do a factory reset without saving any recordings. He stated that the aerial was an issue due to age, however the Topfield DVR and my television  ( Panasonic ) did not display any problems when the aerial was directly connected to them. There was an improved performance from his setting up the box when aerial connections were moved about.

I contacted an aerial fitter who checked the set up and after some rerouting of the aerial wiring fitted a new aerial with a 4G filter and his opinion that that should solve the issue. He did another factory reset and it appeared to be O/K. However shortly after that the breakup of the picture appeared again. The TT engineers opinion that the SD would be O/K but that the aerial would not support HD. I now know that when the picture starts breaking up I switch to HD and the picture is O/K. However then freezing of the channel started with the remote not working with the box but O/K with the TV, also the channel would often change by itself! and we would scramble round to get the remote to change back again. Another problem surfaced that the tv would not start up, I switch off at the back and after several minutes switched on again at the back, no joy, I left it off for half and hour and switched back on and it seemed alright however the EPG had vanished, I checked through the menu and found the answer, applied the steps to cure this and it was then working again. The problem is that I do not know what causes this situation, it happens at any time and does not happen due to weather changes or channel we have chosen. I reported this and I was instructed that the only way to go forward was to do the factory reset without saving the recording. The operator was willing to stay on the line however I knew that it would be a long time starting up so I said forget it! and I wound be back today. I did the reset and it took ten minutes to get back on and then I had to retune -  another five minutes. Then I logged in to the catchup channels. so I had to do other things about the house. I do not know how to proceed now as the operators only advise resetting, I am doing all the legwork why do these boxes not work out of the box? Surely this is not how it is to be? I am fortunate in that I know the switches but my wife would not be bothered and would just bin it and carry on just with three - four channels and if she missed  a programme - tough!