Losing YouView TV channels - any ideas why?

Festerarl

Talk Talk Huawei Youview box
Model DN370T

For some unknown reason we seem to be losing our channels (eg BBC1,2,ITV,4,5 etc) that we get through the youview box on an intermittent basis.
We end up being able to watch just the channel it is on and can't change channel using the youview control. 
When we go into 'guide' all of the channels have disappeared.

We have found 2 solutions.
1. Unplug everything, wait a minute, reconnect everything and then after everything is loaded we can access the youview channels.
2. Press the 'reset' button on tbe back of the youview box, wait a minute and then press again (ie off, then on). TV rests and channels reloaded.

Obviously we've checked the power leads, hdmi cable and aerial cable and ensured the connections are secure.

Does anyone have any ideas why the channels are dropping out intermittently?

Many thanks.

jonesh

Hello @Festerarl,

It sounds like there might be a problem with the signal from your aerial.

Go into the Settings menu. Take readings of your Signal Strength and Quality and post them here.

Festerarl

I physically checked the antenna feed and it seemed ok. Talking with the tech guys at John Lewis (where we bought the tv from), we've now changed the TV input from the youview box (HDMI2 to HDMI1) as allegedly this has more 'features' for dealing with TV as opposed to sound. Additionaly I've performed a 'static discharge reset' on the youview box as they advised. Still got the problem. 
I asked them to advise how to get the signal strength from the aerial, but the only thing they could see at their end was a reading of 18.55dB but could say what that related to.
I checked the various optiins but could not readily see how to ascertain the signal strength and quality. 
Will try again to find.

Just googled it and will try when my wife finishes watching Vera!!

jonesh

Festerarl said:

I physically checked the antenna feed and it seemed ok. Talking with the tech guys at John Lewis (where we bought the tv from), we've now changed the TV input from the youview box (HDMI2 to HDMI1) as allegedly this has more 'features' for dealing with TV as opposed to sound. Additionaly I've performed a 'static discharge reset' on the youview box as they advised. Still got the problem. 
I asked them to advise how to get the signal strength from the aerial, but the only thing they could see at their end was a reading of 18.55dB but could say what that related to.
I checked the various optiins but could not readily see how to ascertain the signal strength and quality. 
Will try again to find.

Just googled it and will try when my wife finishes watching Vera!!

Hi @Festerarl,

Our Youview box is a Humax, so accessing the Settings menu on ours might be slightly different from your Huawei. Somebody on the forum will probably correct my instructions if they don't apply to your box.

If any of the channels that go missing are available, tune to one of them. If they aren't there, tune to any channel that is available.

Press the blue Youview button on the remote. Scroll right to Settings and click OK to open the Settings menu. Under Signal and Connection, scroll right and click OK on TV Signal Quality.

The Signal Strength and Signal Quality readings are given as percentages.

zulu17

Reading the original  post this sentence catches my eye.

"We end up being able to watch just the channel it is on and can't change channel using the youview control. "

This suggests that it might not simply be an signal or interference issue.

Roy

@Festerarl

There isn’t a ‘reset’ button on the back of Humax YouView boxes, just a Power button, so I wonder if Huaweis are the same, or really do have a reset button?

Either way, nobody has so far suggested that you do a Maintenance Mode reset, which is a good thing to try when a box plays up:-

https://support.youview.com/youview-box/box-and-remote/using-maintenance-mode/

Follow the instructions for your specific box make and model. Option 2 is a good place to start, as this will preserve your recordings, though if this does not solve it, Option 5 is the most drastic reset, and does wipe them, I’m afraid.

If Option 5 does not solve it, and you have good signal strength and quality, when you can supply those numbers, and you don’t have an issue with the remote*, but rather with the box, when it won’t change channels, then I would fear a hardware failure in the box.

*https://support.youview.com/youview-box/box-and-remote/reset-your-remote-control/

and/or try new batteries, and look at the sender on the remote through a phone camera, when you will be able to see it flashing (or not!)