Youview box keeps losing Freeview channels - Poor response from Support

Graeme Mackay

Box continually loses Freeview channels. No other problems with other Freeview devices in the house. Pefect quality signal to the box. Have raised issue with support weeks ago, but still no solution.

Rotty

Do you 'disconnect' your Internet from the box overnight, perhaps switch off the Powerline adapter ... Or do you get any Internet outages?

Reason I ask is that I seem to lose channels if I power off or reboot my Powerline kit ... Almost as if it's more to do with the EPG (that's loaded over the net when connected) than the box actually losing or deleting channels, although a reboot doesn't bring them back.

I just haven't lost any channels since the last time I rebooted by powerline kit (I have quite a bit in the house as run 2 smart TVs, a WD Live box, and a BlueRay player across it using Netgear 4-port AV adapters) though have probably spoken too soon now :-)

Graeme Mackay

No, internet is connected all the time, as are the Powerline adapters. No internet outages.

Unknown

When you refer to lost channels, do the channels appear if you type in their channel number when watching live TV?

If so that points to an issue in pulling down the EPG data, as Rotty has already suggested.

Graeme Mackay

No the channels don't appear.

Press channel number, and it is blank (ie it won't go to the channel), It is removed from the channel list and removed from the EPG.

Unknown

Are all your Freeview devices connected to the same aerial? If so, what happens if you unplug any extensions and have just the YouView box attached to it?

Graeme Mackay

All Freeview devices connected to same aerial. Have unplugged everything to check but makes no difference.

Had the aerial checked (at cost), no difference.

Perfect quality signal to all devices, other Freeview devices don't seem to be affected by the issue, just the Youview box.

Unknown

Hmm, are the other devices in different rooms? If so is there amy merit trying the YV box on one of the connections not having the issue?

Rotty

Have to say that when I get a block of channels go walkies, (which appears to be Internet link loss related and always to date the PSB2 mux) I can't access the channels by keying their number either, but checking on the System Info page it still claims I have 126 channels tuned, so it's not like the box has done an auto retune and missed a mux out...

Graeme Mackay

Martin1 said:

Hmm, are the other devices in different rooms? If so is there amy merit trying the YV box on one of the connections not having the issue?

Have tried all that trying desperately to discount all issues

Graeme Mackay

Rotty said:

Have to say that when I get a block of channels go walkies, (which appears to be Internet link loss related and always to date the PSB2 mux) I can't access the channels by keying their number either, but checking on the System Info page it still claims I have 126 channels tuned, so it's not like the box has done an auto retune and missed a mux out...

Yep it does look as it if it doing an auto retune and blanking the mux out, even though it is reporting the full compliment of channels.

Unknown

What transmitter does this happen on?

I'm on Crystal Palace and have had YouView since July, not had this issue once so unless it's a faulty component it may be dependent on local (transmitter or in the home) factors.

Graeme Mackay

Martin1 said:

What transmitter does this happen on?

I'm on Crystal Palace and have had YouView since July, not had this issue once so unless it's a faulty component it may be dependent on local (transmitter or in the home) factors.

Rosemarkie - doesn't seem to be a transmitter problem, no engineering works and not affecting any other Freeview device.

Aerial and cabling has been checked and perfect condition, it was recently all redone and is producing perfect quality signal across the house for all devices.

Unknown

Martin1 said:

What transmitter does this happen on?

I'm on Crystal Palace and have had YouView since July, not had this issue once so unless it's a faulty component it may be dependent on local (transmitter or in the home) factors.

Could you get the box swapped or borrow one to rule out a dodgy box?

Graeme Mackay

Martin1 said:

What transmitter does this happen on?

I'm on Crystal Palace and have had YouView since July, not had this issue once so unless it's a faulty component it may be dependent on local (transmitter or in the home) factors.

Comet not prepared to do a swap out to do a test, says issue for Youview to resolve.

Jesse1

Hi Graeme, this is a known issue and our technical team are working on trying to resolve it. Thank you for bringing this to our attention.

davebtx

i also have the same issue i am on sutton colfeld tx i lose 25 channels and the internet shows not conected.

my box is wired strate into broadband hub and i have no internet problems
please resolve soon

davebtx

my box has been doing this for week now and have reset box to default also a retune helps but channel are lost very quickly.

sarumbear1

"Hi Graeme, this is a known issue and our technical team are working on trying to resolve it. Thank you for bringing this to our attention."

Wow! How can such a major issue escaped the trials?

ExBBCcoder

Sounds like a similar issue I had with a Humax box I bought from HD Direct. The channels saved initially then after an hour or two the channels were not there. Retuning did nothing. Had to manually reset the box then the first retune worked then failed again. Sent the box back to HD Direct and bought another YouView Humax from Amazon. No issues with the second box.

Graeme Mackay

sarumbear1 said:

"Hi Graeme, this is a known issue and our technical team are working on trying to resolve it. Thank you for bringing this to our attention."

Wow! How can such a major issue escaped the trials?

Not what I spent £299 for - I would have thought the basics would have been sorted before launch - I can't even do anything about it Youview and Comet are wiping their hands off the issue, not even the offer of a replacement box. Each are blaming each other.

sarumbear1

@Graeme

"Youview and Comet are wiping their hands off the issue..."

What are each telling you?

"...not even the offer of a replacement box.

It is against consumer law for Comet to put you in this position. Know your rights. If you bought the box from Comet, they are responsible to give you a replacement or correct the problem.

YouView is not responsible for faults, Comet is. YouView will do their best to support the user base but it is not their responsibility to replace a faulty box or repair it.

Ask to talk with the store manager and SHOUT!

Remember the Monty Python parrot sketch. 40 years on, nothing has changed in the retail sector, I'm afraid.

Graeme Mackay

sarumbear1 said:

@Graeme

"Youview and Comet are wiping their hands off the issue..."

What are each telling you?

"...not even the offer of a replacement box.

It is against consumer law for Comet to put you in this position. Know your rights. If you bought the box from Comet, they are responsible to give you a replacement or correct the problem.

YouView is not responsible for faults, Comet is. YouView will do their best to support the user base but it is not their responsibility to replace a faulty box or repair it.

Ask to talk with the store manager and SHOUT!

Remember the Monty Python parrot sketch. 40 years on, nothing has changed in the retail sector, I'm afraid.

Comet are saying its a problem with the software of the box (how they know is another thing) so a replacement box won't help.

YouView as you say are not responsible for faults, what would help is some sort of recognition that it is a box fault that would help my case with Comet.

Unknown

sarumbear1 said:

@Graeme

"Youview and Comet are wiping their hands off the issue..."

What are each telling you?

"...not even the offer of a replacement box.

It is against consumer law for Comet to put you in this position. Know your rights. If you bought the box from Comet, they are responsible to give you a replacement or correct the problem.

YouView is not responsible for faults, Comet is. YouView will do their best to support the user base but it is not their responsibility to replace a faulty box or repair it.

Ask to talk with the store manager and SHOUT!

Remember the Monty Python parrot sketch. 40 years on, nothing has changed in the retail sector, I'm afraid.

Then you go to Trading Standards who will prosecute Comet.

Steve1959

Having exactly the same issue here, suddenly lost all channels, epg still visible but selecting any just gave black screen. A complete restart then scan twice and they came back.

Mike1

I'm having the same issue. All working fine then suddenly a black screen on all Freeview channels. Error YVM302 comes up - saying weak / lost signal.

Its nothing to do with the aerial / signal as I can switch back to the TV. In fact the old Humax PVR 9200 still gets standard Freeview images even with the aerial cable disconnected!

A rescan does not restore the channels however a hard reset (on / off at back) normally restores OK.

Is this a technical issue that will be fixed or do I have a faulty box? I only bought the Humax on Thursday (27/09/12) from Amazon so only have a couple of days left if I want to reject it under the online sales 7 day rule. I would like to keepo it and get it to work because I think the concept is godd but at the moment I am close to reconnecting the old Hummie.

If it matters I live in Cheam / Sutton - Greater London.

davebtx

talked to humax who recomended asking John lewis to replace the box which john lewis are going to arrange this week.
will let you know when i get new box to see if it happens again.
there is a new box due out monday call freetime sat based could be worth a try.
i live in the westmidlands of suton coldfeild tx

davebtx

just recived a email to say try a reset of the box

"His advice was to try to enter the recorder's "Maintenance Mode" to fully restore the box. To do this please follow the below instructions:

1. Switch the box off and place into Standby.

2. Press Standby on the remote control to turn it back on. Just as the blue light comes on press and hold the "Vol -" key on the remote control.

3. You should see a message that says "Press Standby to enter Maintenance Mode". Press Standby.

4. Using the "Prog +" and "Prog -" keys on the remote control please select the option for a Factory Restore at this menu. This will format the hard disc and you will lose any recorded programmes.

SW1

davebtx said:

just recived a email to say try a reset of the box

"His advice was to try to enter the recorder's "Maintenance Mode" to fully restore the box. To do this please follow the below instructions:

1. Switch the box off and place into Standby.

2. Press Standby on the remote control to turn it back on. Just as the blue light comes on press and hold the "Vol -" key on the remote control.

3. You should see a message that says "Press Standby to enter Maintenance Mode". Press Standby.

4. Using the "Prog +" and "Prog -" keys on the remote control please select the option for a Factory Restore at this menu. This will format the hard disc and you will lose any recorded programmes.

There is also an option to reset the box without losing all the recordings too.

davebtx

davebtx said:

just recived a email to say try a reset of the box

"His advice was to try to enter the recorder's "Maintenance Mode" to fully restore the box. To do this please follow the below instructions:

1. Switch the box off and place into Standby.

2. Press Standby on the remote control to turn it back on. Just as the blue light comes on press and hold the "Vol -" key on the remote control.

3. You should see a message that says "Press Standby to enter Maintenance Mode". Press Standby.

4. Using the "Prog +" and "Prog -" keys on the remote control please select the option for a Factory Restore at this menu. This will format the hard disc and you will lose any recorded programmes.

which is?

Mike1

Ok I have now carried out a full factory reset and still no improvement. Can't find any channels, so Off and on via switch at back - retune - and they reappear. A few minutes of excellent HD tv and then black screen, VM302 error poor or no signal error, All channels disappeared. On demand tv works but glitches here as well - I.e. picture but no sound. Reset cures it. Shame but conclusion is Faulty box so I will ask Amazon to replace. Will let you know how i get on.

David did you get your replacement ? Did it work?