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BT TV Box Pro Not starting

David575 — Tue, 07 Sep 2021 20:33:03 GMT

Hi,

I recently received a BT TV Box Pro as part of my BT package. I initially set it up without any issues. Went to turn the box on today and it comes up with a purple screen with a BT logo and then the screen goes black.

The bt logo on the box is also flashing purple. Have tried replacing all the wires and reset the box several times. The box is connected to the Internet via the supplied ethernet cable and the router is working ok

Anyone have any ideas how to resolve this issue?

Thanks.

Re: BT TV Box Pro Not starting

ozsat — Wed, 08 Sep 2021 04:20:02 GMT

How long have you left it? I've found the purple flashing light seems to go on for ages with nothing happening on video. It does seem much longer than the old BT box.

@David575wrote:
Hi,
I recently received a BT TV Box Pro as part of my BT package. I initially set it up without any issues. Went to turn the box on today and it comes up with a purple screen with a BT logo and then the screen goes black.
The bt logo on the box is also flashing purple. Have tried replacing all the wires and reset the box several times. The box is connected to the Internet via the supplied ethernet cable and the router is working ok
Anyone have any ideas how to resolve this issue?
Thanks.

Re: BT TV Box Pro Not starting

David575 — Wed, 08 Sep 2021 08:23:07 GMT

Hi. I left it on for an hour or two to see if it would correct itself but it didn't. When I initially installed it the box would start instantly.

Re: BT TV Box Pro Not starting

ozsat — Wed, 08 Sep 2021 14:25:03 GMT

Not good - seems like an hour when you are watching but I guess mine is about 5 minutes.

Is the tv on when you do this?

@David575wrote:
Hi. I left it on for an hour or two to see if it would correct itself but it didn't. When I initially installed it the box would start instantly.

Re: BT TV Box Pro Not starting

David575 — Wed, 08 Sep 2021 14:29:22 GMT

Yes TV is on. When I initially turn on the box it shows a purple BT screen on the TV then the TV screen goes blank. Tried resetting the box several times and same result.

Re: BT TV Box Pro Not starting

DarrenDev — Fri, 10 Sep 2021 08:57:18 GMT

When you say you've tried a reset, do you mean just the power? Or an actual system reset from maintenance mode? https://support.youview.com/youview-box/box-and-remote/using-maintenance-mode/

Re: BT TV Box Pro Not starting

ShavedApe — Thu, 03 Feb 2022 21:52:14 GMT

I have the same issue, having now followed the info on the link provided instead of flashing logo i have a solid logo and still a black screen. Left it for a while and nothing. Tried again same result

Re: BT TV Box Pro Not starting

FTT — Fri, 04 Feb 2022 05:19:16 GMT

Tried plugging the box into a different TV?

Re: BT TV Box Pro Not starting

ozsat — Fri, 04 Feb 2022 08:17:24 GMT

Try leaving it a little longer perhaps?

This box takes the longest I have ever seen from a mains power on to actually being usable.

Re: BT TV Box Pro Not starting

PaddyB — Fri, 04 Feb 2022 08:25:39 GMT

Hi @ShavedApe,

Thank you for posting. I'm sorry if you're having problems with your BT TV Box.

If you try another TV as suggested by @FTT and get the same result, then the only option left would be to try a full factory reset. - Factory Reset

This will delete all your recording but should hopefully resolve the issue.

If that still doesn't work, post back as you'll more than likely need a replacement box.

Thanks,

Paddy

Re: BT TV Box Pro Not starting

ShavedApe — Fri, 04 Feb 2022 12:53:45 GMT

Ok so i left it overnight a d maintenence mode was there thos morning but i clicked reset and nothing happens i tried moving down the options and nothing either. Any ideas? And thank you for the responeses so by the way.

Re: BT TV Box Pro Not starting

PaddyB — Fri, 04 Feb 2022 14:48:02 GMT

HI @ShavedApe,

Have you tried resetting the box by -

Switch power off by removing the power cable
Press and hold the reset button on the right-hand side of the box
Plug the power cable back in whilst still holding the reset button – continue to hold the reset button down, do not release it yet
Within three seconds press and hold the power button on the front of the box and hold both buttons
Release both buttons a few seconds after the BT logo appears on the TV screen

If that hasn't worked I'll need to take a look at this for you and run a few checks.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Re: BT TV Box Pro Not starting

ShavedApe — Fri, 04 Feb 2022 17:47:55 GMT

No offence @PaddyB had you bothered to read my previous replies you would know the answer to your question.

Yes Ive tried removing the power for a while, yes ive tried resetting the box. It takes so long to goto maintenance mode i gave up and went to bed. The next morning it was on maintenence mode but nothing is selectable

Re: BT TV Box Pro Not starting

Poke — Wed, 11 Jan 2023 10:29:20 GMT

I have too had this issue and tried some of the maintenance restarts. tried software recovery first. this results in the box restarting and going to the start up screen. the remote will not select anything so can't move on.

batteries are good and when the maintenance screen is used again i can't navigate the menus.

The purple flashing light happened the day before but power off and back on after 30 seconds worked.

Had a chat open to try and cure and insisted there is a connection issue. Fire stick works fine and the ethernet cable works fine on my laptop. this all leads me to believe the box is faulty but I'll wait for the engineer to turn up from open reach to say the connection is fine and the box needs replacing. they won't have one with them so that will be a few more days.

Re: BT TV Box Pro Not starting

ShavedApe — Wed, 11 Jan 2023 10:51:56 GMT

The box is faulty for sure mine was replaced. The guy they sent did some checks tgen replaced the box.

Im an openreach engineer so i was able to bypass their request to book an OR engineer by pointing out firstly i have a 900 meg fibre connection and ive already tested the line myself and it definitely works.

Frustratingly its more about who you get to speak to when dealing with faults like this. If the call centre operative ran a line test and it failed its likely they cant proceed until the system cant see that fault.

Sometimes though all it takes is calling back and talking to someone else.

Re: BT TV Box Pro Not starting

Poke — Wed, 11 Jan 2023 11:19:10 GMT

Fair enough. We have a fire stick too so we'll wait it out on this occasion. Biggest issue will be the lost recordings (first world issues? )

Re: BT TV Box Pro Not starting

ShavedApe — Wed, 11 Jan 2023 11:52:15 GMT

Ive basically given up on the box at this point, its just not thst good software glitches when changing channel get really annoying. We have a samsung tv that cant turn the box on but can control it fine once its on. It could turn the old bt box on no problem and can control everything else we have pluggex in just fine but not this box.

We barely used it before and it broke, nlw we use it less so for all i know its broken again.

Good luck with your issues though i hope they get sorted quickly its just a shame its easier to blame openreach than it is to listen to the customer.