The performance of my YouView box has been deteriorating over the past few weeks - slow to respond, failed recordings. Re-boot of everything seems to have got it going again for a while but now it has completely failed. After a restart all seems OK but when I try to switch channels or navigate YouView options it will either freeze on one channel or just get black screen. The box is unresponsive to any attempt to select any channel or saved recording.
I have followed all the troubleshooting help I can find including a maintenance mode reset. I have been in contact with TalkTalk live chat help but this has been inconclusive.
I am also having the same issue, it can take over 10 seconds to open the guide or pause TV. It has locked up a few times too, usually after watching back a recording but not always. The only way to get it back is switch the box off at the back.
I have tried the resets several times where it keeps the saved content, but this has had no effect on the delay.
I suppose the last resort will be full reset and delete all my saved programs. (Still have a couple of things I want to watch before I attempt that).
My box must be at least 5 years old.
Could you please start your own thread for support as each problem is individual and needs investigating separately.
This will also mean that YOUR problem will be escalated to support to receive a full service.
Could you please also 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, Personal information, then scroll to the bottom of page and click save). Only you and the OCE can see this information !!
Before you try a FULL factory reset try this :
Turn the box off, then unplug power lead for a couple of minutes.
Re plug in power .
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.
I will start a new thread for my problem and update my profile.
I have tried the reset and keep recordings on at least 2 occasions and it has had little to no difference to the response times from the remote.
Ok, thanks for getting back to me. I'll follow up Fre55die's suggestions later and let you know how I get on.
Still needing help unfortunately!
I've tried everything now, including full factory reset with delete recordings with no success. Need to re-boot the box every time I switch on and can then get channels using remote keypad but if I try to access Guide or any YouView function everything crashes and at best I'm stuck on the channel I was watching, but now with no response from the remote, or at worst just a black screen.
Any suggestions would be greatly appreciated :)
I've ordered a new box for you. Please remember to return the exisiting box and post back to let us know how you get on.
Thanks very much! Looking forward to receiving the replacement and will let you know how things work out.
Again, many thanks for your help.
I was just looking at some recent posts in this section and saw a message from kjmc63 yesterday to say that after you ordered him a new box he got an e-mail from TalkTalk to say his order had been cancelled. You confirmed that this was the case and that you would try to sort things out for him.
I got your message to say that you had ordered me a new box on Monday at 13:50 and at 14:41 I got an e-mail from TT Customer Services to say that they were cancelling the order. As they said they would be sending me a reply-paid bag to return the equipment I thought that this was to do with returning the old box and the new one would be on the way, but having seen your reply to kjmc63 it looks as though my new box may actually have been cancelled. Could you please check this out for me? Thanks.
Hi. Any update on my YouView box replacement yet? It's now been over 2 weeks since I had a properly working TV service and I'm not at all happy with TalkTalk! Is there some other way I should be trying to resolve this issue? Tried Live Chat twice and got nowhere with that before contacting the Community. Any suggestions would be greatly appreciated.
New box has been delivered and is now set up and all working well. Delivery was less than 18 hours from you first picking up my query, which I think is pretty good going!
Many thanks to both you and Ady for your help with this.
I have this exact same problem. I range the phone helpline and wnet through 45 minutes of diagnostics. I was told a new box would be sent out, the one I have being over 5 years old. Nothing happened, no delivery within 3 days as stated. Another phone call and I was told the order had been cancelled forno good reason. I have just tried a factory reset with recordings saved and while the navigation is quicker the normal TV guide has frozen and none of the apps or players work. Tell m Talk Talk what have I got to do to get you to actually provide me with the servcie I am paying for? Should I go with an alternative provider who is willing to pay out my contract with you. Answer me why you have cancelled my replacement Youview box when that wold appear to be what I need? I would be happy if the existing worked but it doesnt. I have upgraded my router with you and renewed my contract after your promise of a new box. But still I have no TV - what is going on?