This topic

Not Happy

nickmorc — Tue, 01 Aug 2023 18:29:07 GMT

Pro Box updated to tonight, took ages. The dam thing reset itself. All my recordings have been lost.

Thanks BT, all this just for the Discovery App.

Re: Not Happy

DarrenDev — Wed, 02 Aug 2023 10:39:19 GMT

This shouldn't ever happen @nickmorc - someone will be in touch to investigate further.

Re: Not Happy

David_H — Wed, 02 Aug 2023 11:19:52 GMT

Hi @nickmorc really sorry to hear that, as @DarrenDev mentions that scenario shouldn't happen.

Something has clearly gone wrong if the update took a long time and caused a loss of recordings - that sounds like a factory reset / recovery action happened as a result of some fairly low level failure on the hard drive or fundamental loss of configuration leading to a set up journey to restart.

I'll drop you a PM to get some more information and open a ticket so we can investigate further.

David

Re: Not Happy

nickmorc — Wed, 02 Aug 2023 15:35:47 GMT

@DarrenDev @David_H Many Thanks PM sent.

Re: Not Happy

nickmorc — Thu, 03 Aug 2023 08:44:57 GMT

@David_H Many thanks for your very quick reply.

Re: Not Happy

DavidM — Thu, 03 Aug 2023 08:55:43 GMT

Hi @nickmorc and thanks for posting.

I'm sure the community would be interested to know the outcome of this so please keep us updated. Thanks to @DarrenDev and @David_H for helping out.

Cheers

David

Re: Not Happy

nickmorc — Thu, 03 Aug 2023 12:52:28 GMT

@DavidM @David_H @DarrenDev No worries, will update once I here some more.

Re: Not Happy

nickmorc — Wed, 09 Aug 2023 08:40:27 GMT

@David_H @DavidM

Wasn't able to send this message to you, as you limit the PMs.

Reply from Youview Research, clearly laying the blame with the BT Box as faulty

Hi Nick,

According to what we currently understand, the issue isn’t related to the software trial / testing.

What you are describing has happened to a small number of boxes. In rare situations, the device is booting to the set-up journey. It might be related to a hardware fault on the device - e.g. the HDD is detected as corrupted or unable to be used on boot and the disk is re-formatted to get back to a known/working state (this is one possible cause).

Unfortunately, we think the recordings are permanently lost. They would be stored on the device and since you have reported the need to sign into other apps, it sounds like the disk was formatted/cleared.

Sorry that we don’t have better news for you.

The MyView Team

Would like to know your comments on this.

Many Thanks

Nick

Re: Not Happy

nickmorc — Thu, 10 Aug 2023 08:32:41 GMT

Morning all

@DavidM H, still waiting on an update from BT.

Nick

nickmorc — Thu, 10 Aug 2023 16:45:49 GMT

Re:

nickmorc — Sun, 13 Aug 2023 09:38:30 GMT

@DavidM @David_H

Morning all

Still not heard anything at all with regards to my suspected faulty box, which is a great shame as BTs prior service was excellent.

Nick

Re: Not Happy

36ULW — Sun, 13 Aug 2023 10:00:13 GMT

Discovery App.

Where is it, can’t see it on my STB?

Re: Not Happy

Hunter2660 — Sun, 13 Aug 2023 10:33:15 GMT

@36ULWwrote:
Discovery App.
Where is it, can’t see it on my STB?

Which box do you have? At the moment it's only on the Pro box.

Re: Re:

DanielS — Sun, 13 Aug 2023 11:24:14 GMT

Hi @nickmorc,

Thanks for reaching out to us.

I know my friend @DavidM is currently off on leave but he didn't have your account details to look into this. I've sent @David_H an email to see if he's looking into this for you as he may not have seen your reply.

Thank you
DanielS

Re: Not Happy

36ULW — Sun, 13 Aug 2023 19:03:19 GMT

No idea to be honest.

Its at least 4 years old though, still has the old BT Connected World Logo on it, not the new purple one.

Re: Re:

nickmorc — Sun, 13 Aug 2023 19:14:30 GMT

@DanielS Many thanks, look forward to the update.

Nick

Re: Not Happy

Hunter2660 — Sun, 13 Aug 2023 20:34:02 GMT

@36ULWwrote:
No idea to be honest.
Its at least 4 years old though, still has the old BT Connected World Logo on it, not the new purple one.

The Pro boxes are the ones that can be IP enabled for Freeview, without an aerial. As you probably can't then you'll have to be patient. Apparently they are working to get it on the older boxes at some point.

Re: Not Happy

nickmorc — Tue, 15 Aug 2023 17:20:17 GMT

The silence is golden, when it comes to problems.

Sadly just recommended BT to our son, who had just moved into a new house, now not so sure.

Cmon, BT can and should be better than this.

Re: Not Happy

nickmorc — Wed, 16 Aug 2023 18:39:47 GMT

@DanielS I appreciate your team is busy, but you must be able to help.
It's such a shame as the mod team used to be fantastic, but in this instance I feel let down and left out in the cold.
Just seen AMC is going, so won't be able to finish Fear The Walking Dead in October. Another kick in the teeth.

Re: Not Happy

zulu17 — Wed, 16 Aug 2023 21:31:27 GMT

Hi @nickmorc

My observation based upon what has been posted is that it is the BT TV team rather than forum moderators that PM’ed you and were intending to raise a ticket for the incident.
Both BT Tv and Youview seem to speculate that one possible cause could be a HDD issue during the update but now the box has been effectively reset with a clean software image with unfortunately for you no access to prior recordings.

So presumably you currently have a working BT TV box and are able to use all functions on it. if you are experiencing current problems then certainly let BT know. Otherwise I would expect BT to progress the ticket raised in line with their processes. if there is no clear evidence as to actual cause then they may not be able to give to a definitive explanation.