This topic

Faulty Box

MikeM3 — Mon, 03 Apr 2023 17:45:58 GMT

I have reported this You View box several times, plus I have had and engineer
here twice to it.

When I set it to record a series of the same programmes, it eventually gets fed
up and drops the instruction, stopping future recordings, but this is not the
reason for my connecting with you all today.

Today the picture on the TV has developed a 2.5-3 inch black band down each
side of the screen, I have checked the TV set and that is OK, it is only the box that
is producing this effect, I have checked the settings, there is no indication for
layman like me to adjust the screen width, which was a setting that I thought
had slipped, but I don't suppose that there are very many square TV set any more.

Is there an adjustment that I can do?

Thank you for your help, (hopefully), the last time you were great and David
helped me.

Mike.

Re: Faulty Box

MikeM3 — Mon, 03 Apr 2023 17:53:48 GMT

PS.

I forgot to mention that I re-booted the box, this didn't clear the problem.

Mike.

Re: Faulty Box

GarethPrice — Tue, 04 Apr 2023 13:56:22 GMT

Is there an Aspect Button on the TV remote (or if not in the TV settings look for display mode) and cycle through as it may have been accidentally switched to the wrong aspect. Some of the Aspect settings on a TV can be subtle and still ‘look ok’

Re: Faulty Box

MikeM3 — Tue, 04 Apr 2023 16:34:31 GMT

Thank you Gareth,

The aspect of the TV screen is correct, it is the You View box that is the problem,
I have been trying again to resolve this, the picture quality is good, it is the black
bands down each side of the picture, that is annoying, I have tried the ZOOM on
the remote for the box, now when I press any button, I get, "Press =, (a three line stack),
then ZOOM to return to normal, I don't have or can't find the stack of three lines,
another, when I was pressing buttons, I get a similar message to press the stack to
move around the screen, this makes me think that it is the ZOOM that is the fault,
or probably me.

Thanks anyway, I will suffer in silence till after Easter, everybody should be back the.

Mike.

Re: Faulty Box

GarethPrice — Tue, 04 Apr 2023 17:41:20 GMT

The three line stack is on the Bluetooth remote that comes with the pro box. I guess you are using the IR remote, and you are right, there is no such button on that. Pressing Zoom and/ or the three stack button on either remote doesn’t affect my picture in any way

Re: Faulty Box

GarethPrice — Tue, 04 Apr 2023 17:51:11 GMT

The ‘move around the screen’ is for when you have called up the information screen by pressing the ‘i’ inside a circle button (on the Bluetooth remote)

Re: Faulty Box

GarethPrice — Tue, 04 Apr 2023 18:13:55 GMT

I’ve tried every which way to replicate your problem with no luck. I’m still inclined to think it is something to do with the way the TV is interpreting the signal from the box. Have you tried a different HDMI socket on the TV, or even just pulling the cable out and back again may get the right aspect to return. You could also try switching the pro box off completely, and unplugging it from the wall, for a period of say 15 mins. This may clear any glitches that have occurred in its signal to the TV.

Re: Faulty Box

MikeM3 — Tue, 04 Apr 2023 18:40:03 GMT

Thanks again Gareth, for your time in trying to help me, I am still using an old remote,
when the box arrived, an engineer was booked to look at the faulty on, the person that
I spoke to on the phone, somehow booked the engineer and at the same time sent me
a new box!

The remote that came with the Pro Box was faulty, he, the engineer advised me to keep
using the original remote and send the faulty one back with old box, maybe that has a
lot to do with this problem.

I forgot all about the handset being old, sorry.

Mike.

Re: Faulty Box

GarethPrice — Tue, 04 Apr 2023 18:58:18 GMT

No need to apologise Mike. I used the Bluetooth remote for 5 mins when I got the box, couldn’t get on with the way it (for me) felt unbalanced in the hand, especially when reaching down with thumb to use the number buttons, so carried on with using the IR remote. In what way was the remote that came with the box ‘faulty’ - did it just not work or was it sending scrambled commands to the box - I suppose it’s possible, but unlikely, that if the latter that it has left the box in a mixed state, but doing a reset as you said should have cleared that. If none of the suggestions I made in my last post work it’s looking like you will have to report it as a fault with BT and see if they will send yet another box

Re: Faulty Box

MikeM3 — Wed, 05 Apr 2023 08:54:21 GMT

hello again Gareth, the main fault with remote that came with the box,
was that it didn't work the volume, the volume defaults to 50% when
it arrives, there are other times, that it acts the same way, according to
the engineer, who wasn't a BT man, anyway, I don't use the volume on
the box, I keep that at 100% and use the TV volume control, this has
shown me that the volume of the box is faulty, when I switch it off,
the TV volume is too loud, so all round the box had problems that I have
managed to live with until now.

I will let BT know, it is a bit problematic contacting them, the last time,
this forum helped me and solved the problem, maybe if I call the Sales
line, I will get a human being.

Thanks again for your help and suggestions, they didn't work because
of the remote, I am sure.

Mike.

Re: Faulty Box

GarethPrice — Wed, 05 Apr 2023 11:44:24 GMT

For reference:

https://www.bt.com/help/tv/getting-set-up/how-do-i-control-my-tv-with-my-bt-tv-remote-control-

There is a link there to get the correct code for your TV

The aspect of a broadcast is set by the broadcaster and the BT box should not affect this at all, which as I said before leads me to suspect it’s on the TV side. Did you try what I suggested of unplugging and replugging the HDMI cable on the TV, which may make the TV recognise the correct aspect.

Forgive me for asking what my seem a condescending question, but is it happening (the black bars) on all channels, or just certain ones, eg Talking Pictures, Gold, ITV4, that often show old shows in 4:3 format?

Re: Faulty Box

MikeM3 — Wed, 05 Apr 2023 13:46:54 GMT

Hi Gareth, I thought that it had slipped into 4:3 format, but I couldn't
find anywhere to change it, I disconnected the power for 20 minutes
last night, no difference, I didn't try the HDMI Cable though, the first
time I noticed it, was when I had moved stuff around in the living room,
the only disconnection, was the TV aerial from the box, it did have a little
booster on it, this I removed because I figured that the box was a booster,
the programme was "Flog It", I thought that the aspect might have been
right, except that one of the specialists was young and had not been around
during, the 4:3 years, I will make sure that the TV is on a proper programme
that might affect the screen with.

Mike.

Re: Faulty Box

MikeM3 — Wed, 05 Apr 2023 14:11:03 GMT

Hi Gareth, here is a picture taken a few minutes ago
Sky News, you can see the black bands at the side
the quality of the image is fine.
I removed the HDMI Cable as suggested, but it is still
the same.

I also re-instated the TV aerial with booster, before
taking the picture.

Mike.

Re: Faulty Box

GarethPrice — Wed, 05 Apr 2023 14:29:58 GMT

Yep, definitely not right Mike!

I take it the booster is aerial lead in one end and co-ax (aerial) lead out the other to the BT box? Are there any other outlets/switches/buttons on it? Can’t see how that would affect, but just to eliminate it from the equation, what happens if you plug the aerial lead direct into the BT box other than maybe being insufficient signal to see anything (and assuming you can reach the BT box with the aerial lead of course)

When you said before you had checked the aspect setting on the TV, was that with an aspect button on the remote? Did you go into the settings of the TV and see if there is a display option in there that might be overriding the one on the remote

Re: Faulty Box

MikeM3 — Wed, 05 Apr 2023 15:17:47 GMT

I had the aerial plugged directly into the box, then from there to the TV,
this afternoon, I have put the booster back on the coaxial cable, no joy,
it is just a little with in and out for the cable, plus an on-off switch, as to
checking the aspect ratio on the TV, I went into the settings and it is fine,
there is no aspect control on the You View Pro box, I think that there was
in the older ones, I have had BT TV, since the 1990s, so I have seen some
changes.
So, nothing left to do except contact BT and hope to get a human to speak
with, that will help.

Thanks again for all your help Gareth.

Mike.

Re: Faulty Box

GarethPrice — Wed, 05 Apr 2023 16:00:52 GMT

It’s a mystery indeed Mike.

Don’t suppose any of your neighbours/relatives/friends have BT TV and can bring their box across to test, or maybe a Freeview box/recorder? If the problem is still there it could indicate that maybe the TV has ‘gone rogue’ (as opposed to a setting being wrong)

All the operators for BT are based in the UK now, you need to pick the BT TV option (not sales as you mentioned before). Try 0800 678 1977 rather than the generic 0800 800 150

Re: Faulty Box

MikeM3 — Wed, 05 Apr 2023 20:09:05 GMT

Thank you for the suggestion and the phone number, I will use it tomorrow,
or maybe Tuesday.
The last time I tried to contact BT I got only computers.
I don't know anybody here who has BT TV, I live in a "Sheltered" home, that
is no longer "Sheltered", but is designated for the over 55s.

Thank you for your efforts, But the machine isn't for cooperating, since we
started trying to fix the bands down the screen, the recording area dumped
most of the series recording requests, I had several, but today there are only
three left there, so I have to find when the missing ones broadcast and start
again.

Enjoy Easter, the weather looks to be a bit improved, at least warmer starts
tomorrow with 16C during the day.

Bye.

Mike.

Re: Faulty Box

GarethPrice — Wed, 05 Apr 2023 21:50:46 GMT

You’ll go through an initial menu system “press 1 for this, press 2 for that” and if it asks you to describe what the call is about , just say something like “BT TV problem”. I’ve found waiting on that number to be less than the generic one, but it’s a free number so persevere. It does rather sound as if your box may be poorly. Let us know next week how you get on.

Another over 55 here (by 17 years). 16C would be nice here on the East Coast, 10 to 12C over Easter with (at the moment) rain predicted for Monday, well it is a Bank Holiday…..Happy Easter!

Re: Faulty Box

MikeM3 — Sat, 08 Apr 2023 09:46:35 GMT

Good morning Gareth, I called the BT technical help for the TV and spoke
with Craig, he has arranged for an Engineer to call on Monday, to try and
do a reset to see if that will help, I think that he will also carry a replacement
box as I explained that a complete reset had been done in November and that
didn't help, as the recurring faults have resurfaced, yesterday, it failed to record
something, but it kept a space for it and told me that, "Recording Failed", it had
a picture of some of the content that failed.

Anyway after I explained all the events, etc., he relented and is sending somebody.

I will let you know the final outcome.

Mike.

Re: Faulty Box

GarethPrice — Sat, 08 Apr 2023 10:51:49 GMT

Good to hear Mike

(Tea or coffee and a couple of choccy biscuits to hand 😉)