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New BT TV Pro box freezing / losing channels

sparkyuk — Fri, 22 Apr 2022 09:43:47 GMT

We recently got a new Pro box and all seems good, and an improvement over the older model we had.

However, randomly the box is freezing and won't respond to any inputs from the remote, although the LED on the front of the box does light up to confirm the remote keypress has been received (so guessing it's not the remote).

You can't change a channel, go to the menus or basically operate the box at all - the only resolution is to reboot this. This has happened about 5 times in the last month.

Additionally, we've also seen a problem where the EPG is empty - no channels listed, no way to view TV at all. Again, a reboot is our only way to recover this.

The signal strength is 99%, quality 100% and has good Wifi access. I have checked for software updates, but it says there aren't any. The other two BT boxes in the house are fine and don't show this issue.

Has anyone else had this?

Re: New BT TV Pro box freezing / losing channels

derekscarborough — Fri, 22 Apr 2022 11:13:04 GMT

Yes we had exactly this as well, also ghost/false failed recordings.

Final straw was when after a reboot all recordings on the box were marked as failed.

Got on the phone to BT, they sent an engineer out and he swopped the box for a new one. We have only had it for a week but it seems okay so far.

If you look at other threads more people have had similar problems with their pro boxes.

Hope you get yours sorted, a replacement box may be the answer.

Re: New BT TV Pro box freezing / losing channels

sparkyuk — Fri, 22 Apr 2022 13:28:28 GMT

Oh yes, I'm seeing lots of failed recordings, also.

I'll have a series set for 20:00 - 21:00 and this recording often fails, but a 20:04 - 21:04 has appeared automatically, and then a random 04:00 - 05:00 of the same programme has also been added.

Re: New BT TV Pro box freezing / losing channels

Neilyboy72 — Fri, 06 May 2022 18:09:30 GMT

I’ve just had my box replaced for the very same reasons you’re experiencing. Engineer came out, checked everything told me it was a box fault and BT sent a new one. Box seems to be working ok now, apart from the fact that this new box, connected to the same aerial isn’t giving me all the freeview channels I had before. BT are calling me tomorrow again.

Re: New BT TV Pro box freezing / losing channels

sparkyuk — Fri, 06 May 2022 20:36:53 GMT

That's interesting, must be early batch faults.

I'll get onto them and see if they'll come out. Had to restart it a number of times in the same day which is just frustrating.

Thanks to all for your help/advice.

Re: New BT TV Pro box freezing / losing channels

Neilyboy72 — Fri, 06 May 2022 20:40:29 GMT

Hope you get sorted, lots of other people have had the same issues.

Re: New BT TV Pro box freezing / losing channels

Neilyboy72 — Wed, 18 May 2022 16:37:01 GMT

Did you get sorted? I got a new box and 2 weeks later it’s doing the same thing again

Re: New BT TV Pro box freezing / losing channels

sparkyuk — Tue, 05 Jul 2022 13:46:19 GMT

I've given up, no one at BT seemed to acknowledge it was a fault/issue so I've returned it and now have a Freeview box instead. The list of faults just kept growing!

Re: New BT TV Pro box freezing / losing channels

phunt110 — Thu, 01 Sep 2022 16:13:22 GMT

I have the BT Pro box and I'd had it for a couple of months and all seemed fine. Then when watching back my recordings they would constantly freeze and stop whilst trying to watch them. After many reboots and lots of checks and engineer visits, they suggested a hard reset. This of course didn't work so I had a new box. I've had my second box now for a week and all seemed fine....now it won't play some of my recorded programmes. It shows the whole programme has recorded and you don't get any error messages, but it just won't play them. I contacted BT yet again and whilst on the phone to them the box froze, the only way to sort it is to reboot. This happened twice whilst on the phone to BT so they are sending another engineer.

So I just sat down to watch some recorded programmes and when I changed channels the box froze and the only way to resolve this is to reboot.

This is becoming ridiculous. Its just one problem after another.

Has anyone got any resolutions ?

Re: New BT TV Pro box freezing / losing channels

allanwlls — Sun, 04 Sep 2022 19:27:01 GMT

I've had nothing but issues with mine.

Fibre 900 connection but the internet Freeview option is just blocky buffering channels, the guide and apps frequently disappear and when they do work it's content internet problems.

The fireatick sitting about a foot away from it has literally zero issues streaming 4k content, this you view box does on its **bleep** trying to stream 480p terrestrial content.

Awful

Re: New BT TV Pro box freezing / losing channels

tonywick — Sun, 25 Sep 2022 19:20:04 GMT

I guess it's reassuring to come onto this forum and realise at least that you're not the only one having problems.

My BT TV Pro box had been working fine over wifi for some months, then suddenly a couple of nights back I got a freeze. After the normal off/unplug/restart it was obviously more serious and I wasted a few hours yesterday trying variations on that procedure before looking to see if anyone else had had similar problems....

The really weird thing was the way my remote went on the blink simultaneously, which totally baffled me at the time. I eventually found the procedure for re-pairing it, which helped things a lot, but I could not get the box to talk to the wifi at all. I understand that it's supposed to be no more than five metres from my hub (it's about seven), but it had been perfectly happyfor months until it suddenly wasn't, so where's the logic there?

I dug out some old homeplugs to get things working again, but I'm not best pleased at how frail this supposedly top-of-the-range bit of kit has proved to be. And there's the matter of a Saturday morning I won't be getting back!