You View box not working properly

[Cathy Osborne-Smith]

When I try to turn it on the light comes on to say it’s on but most of the time it doesn’t come on. If it does come on the picture freezes or is pixelated if just goes off completely and many channels just don’t work

[OCE_Karl]

Hi

Can you please add your home phone number or Account number to your Community Profile. 

We will not attempt to call you, this is so we can locate your account and run tests on your line if required. We will then reply via this Community.

If unsure of your phone number, and if your line is working simply dial 17070 from your land line phone and this will confirm the number for you. Alternatively these details can be found within My Account online or may be on the heading of any paperwork you have received.

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

Thanks

Karl.  

[Cathy Osborne-Smith]

I have added my phone number

[OCE_Karl · Accepted solution]

Hi

A replacement TV Box is on the way to you.

This should arrive within the next 48hrs.

Regards,

Karl.  

[Cathy Osborne-Smith]

Thanks

[OCE_Karl]

You're Welcome 🙂

Regards 

Karl 

[Cathy Osborne-Smith]

The new box has arrived. However, my router is too far away to connect it to the box and it will not connect remotely. My previous box worked without any problems. Also, in the quick start up guide it says the blue menu button will open the main menu and the grey button on the remote opens up the More TV. My remote does not have these buttons and there wasn’t a new one in the box.

[OCE_Karl]

Hi

Is it in the same location as the previous box and connected the same way.  None of the boxes connect remotely, none of the boxes are wifi, they all use a wired connection.

If the previous box was working then this will have been connected 'wired' to the router is some way, either directly with a cable or via powerline plug in adapters.

With regards to the remote, they will all perform the same functions although the a couple of buttons may look a little different between models.

Thanks  

Karl. 

[Cathy Osborne-Smith]

Yes it is in the same place as the last one and connected the same. The last one was never connected with a cable 

[OCE_Karl]

Hi

The box does need to connect to the internet to work correctly.  If this was never connected directly to the router with a cable, it may have been connected using powerline adapters.  These are adapters that connect into the electrical plug sockets one near the router and one near the TV and would carry the signal over the electrical wires. Have you ever had these adapters in use.

Thanks  

Karl.