This topic

Snowy screen then freezes (4k UHD)

Jodyyoung — Mon, 01 Jan 2024 20:08:53 GMT

Having the above happen intermittently then gets predominantly quicker in between each snowy screen and then the box totally freezes and is unresponsive.

I started having the same issue with the previous gen box and BT sent me the 4K UHD box to try and solve. I've changed my HDMI lead out incase that was on it's way out, but still does it. I even selected the signal strength option to monitor if it was related to my aerial, nope, all good there 100%. Out of ideas really until I get in touch with BT again. Have never had issues with boxes all the years I've had them.

Re: Snowy screen then freezes (4k UHD)

Midnight_Voice — Mon, 01 Jan 2024 21:49:59 GMT

@Jodyyoung

Please clarify if this is the DTR-T4000 or the Pro box.

If the former, get BT to swap you in a Pro box.

If the latter, try a soft reset; hold the BT button on the front for just over 8 seconds and the box will perform a soft reboot.

if this does not improve things, try a Factory Reset (Keep recordings) by resetting via the buttons, not the Settings option:-

https://www.bt.com/help/tv/fix-a-problem/tv-boxes/how-do-i-reset-my-bt-tv-box-

Re: Snowy screen then freezes (4k UHD)

Jodyyoung — Tue, 02 Jan 2024 10:09:51 GMT

Hi @Midnight_Voice thanks for replying.

It's the DTR - T4000 box. So shall I try and get BT to swap out to a Pro? Do a reboot also?

Thanks

Re: Snowy screen then freezes (4k UHD)

Midnight_Voice — Tue, 02 Jan 2024 12:54:31 GMT

@Jodyyoung

Yes, the 8-second reboot is the same, and the T4000 uses the rather better explicit Maintenance Mode Options arrangement that YouView boxes before the Pro box had, but just choose your box from the same link I gave above.

Something to do while waiting for the (on paper) theoretically better Pro box, anyway.

Re: Snowy screen then freezes (4k UHD)

zulu17 — Tue, 02 Jan 2024 17:31:25 GMT

Hi @Jodyyoung

How frequently is this occurring with the present box ? Is there any indication that the box is getting very hot ?

When it freezes is it just the current live channel or the whole box . Ie. It you press the home button on the remote does the home menu get displayed. ?

Re: Snowy screen then freezes (4k UHD)

Jodyyoung — Tue, 02 Jan 2024 17:48:02 GMT

Hi. Yes the box gets very hot. The whole box freezes and is totally unresponsive via remote when that happens until I obviously reboot it, so no, I can't access on the menu etc. Thanks

Re: Snowy screen then freezes (4k UHD)

zulu17 — Tue, 02 Jan 2024 20:32:54 GMT

Thanks for the info @Jodyyoung .

is the the box itself reasonably well ventilated or is it for stacked up on or with other devices.

Re: Snowy screen then freezes (4k UHD)

Jodyyoung — Tue, 02 Jan 2024 20:58:02 GMT

Yes all well ventilated, fan outlet not restricted at all and not stacked on any other device.

Re: Snowy screen then freezes (4k UHD)

zulu17 — Tue, 02 Jan 2024 22:12:21 GMT

Does the fan seem to be working if so does it seem to be working continuously and does it sound noisy ?

Re: Snowy screen then freezes (4k UHD)

Jodyyoung — Tue, 02 Jan 2024 22:16:56 GMT

Yes you can definitely hear the fan continuously and when it has a wobble the fan kicks in on max speed!

Re: Snowy screen then freezes (4k UHD)

zulu17 — Tue, 02 Jan 2024 22:34:06 GMT

Roughly how long have you had this particular box and roughly how long after that did the freezing first start ?

Re: Snowy screen then freezes (4k UHD)

Jodyyoung — Tue, 02 Jan 2024 22:28:26 GMT

Had the 4K UHD box 4 days now, it started acting up the same day installed.

Re: Snowy screen then freezes (4k UHD)

Midnight_Voice — Tue, 02 Jan 2024 22:46:56 GMT

@Jodyyoung

So it’s a DOA essentially, if it has never worked. I wonder why BT sent you a T4000 and not a Pro box?

But as you’ve had this fairly unusual issue with an earlier box, I would be wondering about the health of your house mains, overvoltage, undervoltage or phase shift. Which would require a qualified electrician to look at, if EE engineers don’t carry the diagnostic equipment for such faults.

Do you get any unusual behaviour from other electrical equipment in your home? Light bulbs forever blowing, or the like?

Re: Snowy screen then freezes (4k UHD)

zulu17 — Tue, 02 Jan 2024 23:05:55 GMT

@Jodyyoung One other thought on the electrical side do you connect the TV box direct to t6he mains or are you using any form of multiplug or extension lead ?

@Midnight_Voice According to BT "Set Top Terms" (6th Dec 2023) wrt replacement boxes

We'll supply a EE Set Top Box to all customers taking EE TV where the package includes it, or a new Set Top Box is required for the service to work. This may be a new or
reconditioned Set Top Box. All replacements provided will be reconditioned. A reconditioned Set Top Box is one which has been reconditioned to an “as new” standard
and is supplied with the same 12 month warranty that would apply to a brand new Set Top Box.

Re: Snowy screen then freezes (4k UHD)

Jodyyoung — Wed, 03 Jan 2024 07:30:48 GMT

Straight into the mains. The thing is nothings changed re my electrical circuit, these boxes have started playing up in the past week or so now.

Re: Snowy screen then freezes (4k UHD)

zulu17 — Wed, 03 Jan 2024 08:36:28 GMT

Any Christmas (tree) lights or similar plugged in ?

Re: Snowy screen then freezes (4k UHD)

Midnight_Voice — Wed, 03 Jan 2024 08:56:51 GMT

Hi @zulu17

Re quoting those terms:-

That would be the answer to “Why didn’t BT/EE send out a brand new box?”

It wouldn’t be the answer to “Why am I paying the same as someone who has been sent a Pro box, when I have been sent an earlier, less capable, model?”

But anyway, reconditioned or brand new, is it not BT’s policy to get every EETV user they can onto Pro boxes, especially when some reason for a swap out, like this, occurs? Or am I wrong there?

Re: Snowy screen then freezes (4k UHD)

zulu17 — Wed, 03 Jan 2024 09:39:38 GMT

@Midnight_Voice

This thread

https://community.bt.com/t5/BT-Devices/BT-TV-Box-Pro/m-p/2321984 suggests the policy is

“It should be offered as an option when recontracting with one of the current TV subscription packages online (or by calling the helpdesk if you'd prefer).

It has already been stated elsewhere that it'll be possible to switch to an EE TV package when they launch, so even if you take a package now (with a 24 month contract), you'll be able to switch again if you want to.”

In this thread the box replacement has occured as a result of the fault reporting process so no recontracting has occured.

Re: Snowy screen then freezes (4k UHD)

Anonymous — Wed, 03 Jan 2024 09:51:07 GMT

Just for clarification, your thread title includes 4k UHD. Is this referring to what you're watching when this happens or just that it's a 4k box?

If the latter, does this happen with Freeview, Premium content through the EPG or on demand services?

Whilst I doubt that "reconditioning" a box prior to sending it out involves anything more than a factory reset & a wipe with a damp cloth, the chances of two different types of box having the same fault would be astronomically high. So I'd agree that it looks like something else. When you replaced the box, did you also replace the power supply that came with it?

Re: Snowy screen then freezes (4k UHD)

Jodyyoung — Wed, 03 Jan 2024 10:26:36 GMT

Watching on a 4K UHD box.

It's on freeview channels. Yes replaced my power supply and even HDMI.