This topic

BT TV Pro box problems

Mcmck — Sat, 11 Dec 2021 12:44:02 GMT

Had 3x Pro boxes, all with same (manufacturing?) fault - box regularly freezes when tv channel changed, has to be reset each time. Anyone else had this problem?

Re: BT TV Pro box problems

alexmidd — Sun, 12 Dec 2021 12:27:19 GMT

Hi, I’ve not had this problem as such, mine is bailing out of recordings after a few minutes so we’re not getting full programmes recorded. Happened three times in the past week. It’s our second box as the first was faulty too.

It’s annoying because I like the box and its capability of recording 4 programmes but it’s just so unreliable. Looks like back to the Manhattan box for us (again).

Re: BT TV Pro box problems

ozsat — Sun, 12 Dec 2021 13:45:40 GMT

There still appears to be some stability issues.

On Wednesday night was watching and recording the HDR football on #465.

The screen went blank and the audio went off and the box was unresponsive. The record light went off too.

After about 10-15 seconds a/v came back on but not the record light and the remote was totally unresponsive - no stb indication either that the remote was being used.

Had to mains reboot to restore.

Re: BT TV Pro box problems

Oisin365 — Sat, 15 Jan 2022 11:16:06 GMT

I am on my second pro box. On the first, the remote would freeze and I had to turn the device off at the plug. Programs would sometimes just part record, trying to rewind during recording might cause it to freeze, then signal quality was moving erratically from 98% to 37% and numbers in between. On my second box now. I think a software update has sorted out the erratic signal quality, but I have still had problems with the remote freezing requiring a reboot. Last week I tried to wind back a program that was recording and the box turned off. The recording did actually complete successfully. There are clearly still problems which is frustrating but they appear to have reduced.

Re: BT TV Pro box problems

Derek1946 — Mon, 24 Jan 2022 21:12:59 GMT

The bt pro box has been released too early and is not fit for purpose. I wish I had kept my old box . Does bt take any notice of these comments?

Re: BT TV Pro box problems

Mcmck — Tue, 25 Jan 2022 11:02:01 GMT

Hi Derek. I agree - I've had 3x Pro boxes, all faulty.

You need to ask BT whether you can have an older model (eg Model 5).

Cheers.

Keith

Re: BT TV Pro box problems

Derek1946 — Tue, 25 Jan 2022 11:06:35 GMT

Thanks Kieth I will try that.

Re: BT TV Pro box problems

garybs29 — Tue, 25 Jan 2022 11:46:01 GMT

Interesting that it was released "too early" when in reality i seem to remember it being way behind schedule. Also interesting that the issues are not being reported more widespread

Re: BT TV Pro box problems

Mcmck — Tue, 25 Jan 2022 15:22:57 GMT

Why is it Gary BS...?

Everyone knows (except you obviously) for every 4 or 5 who bother to post publicly, there are multiples of tens who don't bother to report their issues. Strange too that several BT technical staff have told me there are many problems being reported re Pro boxes. Maybe just you that hasn't had reports...Never had problems withold Model 4, then 3x Pro boxes faulty - strange that?...

Re: BT TV Pro box problems

ozsat — Tue, 25 Jan 2022 16:00:01 GMT

There are a few common issues reported by a number of users in https://community.bt.com/t5/YouView-from-BT/BT-TV-Box-Pro-comments-questions/td-p/2166641

Re: BT TV Pro box problems

wyterabitt — Wed, 26 Jan 2022 02:28:58 GMT

That's not a thing. The only statistical thing that is similar to this and generally true is the fact that for every person with a problem and a reason to complain, there are hundreds/thousands or more who have little to no issues at all.

That is about as close to a universally true statement you can get. How many others will have problems and not post will be anywhere from almost nobody to a decent number, and is never knowable so not worth mentioning.

Re: BT TV Pro box problems

AlanPemberton — Thu, 27 Jan 2022 19:10:17 GMT

Just ordered my 2nd box with the current one grey screening with no picture, no menu and no option to restart. Only option is to remove main power, remove aerial and restart the box. Very disappointing for new BT customer after moving from Virgin. Make the V6 box amazing. Customer support fantastic from BT, credit. I want working TV box pro not the customer service!

Re: BT TV Pro box problems

mwparry — Tue, 01 Mar 2022 22:13:25 GMT

Hi. Yes I am frequently having to turn power off and frustratingly wait for all to come back on. My wife goes nuts and threatening to ditch the box. Tech people have been and performed a factory reset but as I expected still does it. I have had many models of box and all the latest have suffered from freezing. Malcolm

Update Re: BT TV Pro box problems

Mcmck — Tue, 01 Mar 2022 23:59:18 GMT

My Pro box problem solved! Amazingly, the problem causing the Pro boxes to keep freezing was co-axial (freeview) signal strength/quality! Weirdly, the previous box had no problems with signal, and neither did my tv, but the Pro box needed a stronger signal - and malfunctioned if not strong enough! New aerial + plugs = freezing problem sorted! (Although pro box still does occasionally need resetting). Hope that might help someone!

Re: Update Re: BT TV Pro box problems

mwparry — Wed, 02 Mar 2022 11:15:21 GMT

Hi. Useful information but I have a new aerial and signal strength and quality very high. I suppose at times May get weak signals if transmitter fault. Still believe it is a firmware issue. Pleased you have solved at least your main issue. Malcolm

Re: Update Re: BT TV Pro box problems

Derek1946 — Wed, 02 Mar 2022 13:55:04 GMT

I still maintain that the Pro box is not fit for purpose and BT are in breach of contract. If this matter is not sorted out soon I will be contacting the legal department of my trade union to act on my behalf.

Re: Update Re: BT TV Pro box problems

SRB — Wed, 02 Mar 2022 14:22:11 GMT

The problem is they "loan" customers the box - if we had actually paid for it, then their attitude might be a bit better. I have had no issues with crashes or freezes until the last few days, but the box has had to be restarted a couple of times, since the end of last week. It just stops responding. The audio issue (outputs everything with a surround flag on it) which it has had from launch, isn't even being investigated by the development team yet, as according to a Mod on this forum, there simply too many other "issues" ahead of it.

Re: Update Re: BT TV Pro box problems

Derek1946 — Wed, 02 Mar 2022 20:08:51 GMT

I agree that the Pro box is only loaned but we are paying for a service that we are not getting.

Re: Update Re: BT TV Pro box problems

SRB — Wed, 02 Mar 2022 21:28:38 GMT

Turned the box on tonight, stuck on channel 1 (which is a hidden channel), not responding to any button presses on the remote. Had to pull the power and let it reboot.