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Refusal to replace new faulty tv box

First Timer


Just spent ages on the phone with customer services checking my new tv box.

They say that it is perfect and i will have to pay £50 to have it replaced.

The box is 3 months old and keeps freezing and then turns itself off. It also seems to get very very hot. It works mostly OK, but every other day it starts to play up!

Who can i escalate this to?

I just want a replacement!!


Community Star

What did they advise you do to rectify the error?


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 (

Try the Factory Reset keep recording option.

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).

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. Link here -
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 others and saves OCE's time to look at unsolved topics. Thanks, Steve.
First Timer

Thanks for the advice!

They are refusing to replace an almost new tv box that heats up, then freezes or/and turns off! I asked them if they would repay for rebuilding my house if it burnt down. 

All i asked for was a replacement. 

Tried your suggestions. Fingers crossed!



Community Team - TT Staff



Can you please add your home phone number or Account number to your Community Profile so I can locate your details.


If unsure of your phone number, simply dial 17070 from your land line phone and this will confirm the number for you.


Please post back on this thread when this has been done..





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