This topic

Problem since change to EE

jeanjeanie2 — Tue, 16 Jan 2024 20:13:32 GMT

Good evening,

I wonder if you can help?

We have a BT youview box and have programmed the hand control from BT to be the only control we need to operate our LG smart TV. All perfect, no problems, recording, catch up, apps, all fine.

Until.....BT changed to EE and now suddenly, when I switch on, the initial screen showing various apps and data just sits there for a good five mins or so? Nothing I press will move it on. Then, in its own good time, it clears and we are good to go. Any ideas?

Many thanks

Re: Problem since change to EE

Les-Gibson — Tue, 16 Jan 2024 21:43:16 GMT

I wonder if the EE software update changed your power management setting?

You can access this setting from the home page by pressing the BT button on the remote handset, the recommended setting is "Smart"

Re: Problem since change to EE

jeanjeanie2 — Tue, 16 Jan 2024 21:53:15 GMT

Thank you

Re: Problem since change to EE

Colin_London — Tue, 16 Jan 2024 21:55:11 GMT

Sounds like your box needs a refresh after its software was updated. Presumably you have a 'Youview' ex-BT TV box?

If you are confident with tech, follow the instructions on this web page for maintenance mode on a Humax DTR-T2000, and the option for 'Internet / USB recovery, keep recordings'. Takes a while to work through and the box needs to be connected to the internet throughout.

https://support.youview.com/youview-box/box-and-remote/using-maintenance-mode/

This does a full refresh on the box software whilst protecting your existing recordings. Be careful to pick the right option in maintenance mode or you could wipe everything. You'll need to re-enter your settings and app passwords after the refresh is complete.

Re: Problem since change to EE

jeanjeanie2 — Wed, 17 Jan 2024 07:15:07 GMT

The screen is frozen now, this is what I get sorry it won't let me post, the file is too large it says but basically frozen screen and for the past ten minutes....one moment please smart service will be available shortly?!

Re: Problem since change to EE

zulu17 — Wed, 17 Jan 2024 08:20:06 GMT

Hi @jeanjeanie2

From you description I am unclear whether the frozen screen i is displaying TV messages or a frozen screen from the EE TV bOX or a combination of displays from both.

Re: Problem since change to EE

jeanjeanie2 — Wed, 17 Jan 2024 08:23:07 GMT

I would say both. I am going to try to re set they system to 'smart' as described earlier, if I can, I am not tech savvy

Re: Problem since change to EE

zulu17 — Wed, 17 Jan 2024 09:22:42 GMT

Perhaps as an experiment consider switching the TV on directly first before starting the EE TV box. Ie does the TV start and load in normal time when the EE TV Box is not active. Then start the Tv box and see if the you get the same issues as before .

Re: Problem since change to EE

Les-Gibson — Wed, 17 Jan 2024 09:54:32 GMT

I'm starting to wonder if the EE update is a bit of a red herring.

Some of the earlier boxes, specifically the 2100, suffered a lot with failing/failed hard disk drives, it a was pretty common fault.

Do you know which box you have ?

You can check at EE TV boxes | Compare the different boxes we offer | BT Help if you're not sure

Re: Problem since change to EE

zulu17 — Wed, 17 Jan 2024 10:11:38 GMT

I think @Les-Gibson you may be confusing the T2100 range with the first generation T1000 range. Even then YouView did report that the numbers of HDD problems with those models were within the industry norm.

Re: Problem since change to EE

Les-Gibson — Wed, 17 Jan 2024 10:19:11 GMT

@zulu17

No, no confusion. The T2100 was also prone to HDD failure.

Re: Problem since change to EE

jeanjeanie2 — Wed, 17 Jan 2024 10:35:31 GMT

Just the standard TV recordable box, quite new as the old one was playing up

Re: Problem since change to EE

TimCurtis — Wed, 17 Jan 2024 10:38:36 GMT

@jeanjeanie2

When the box is starting up or at any other time do you hear a sort of clicking sound. It's hard to describe it but if you hear something like it then that's likely to be a failure of the hard drive.

Just seen the above post, what do you mean by playing up?

Re: Problem since change to EE

jeanjeanie2 — Wed, 17 Jan 2024 10:43:21 GMT

The original box was very old so we had problems with recording and buffering but Bt changed it no problem until the EE change?
Btw thank you everyone for your kind help

Re: Problem since change to EE

David_H — Wed, 17 Jan 2024 12:17:33 GMT

Hello @jeanjeanie2 sorry you are having a problem there, I've had a quick check and can see you have a Humax DTRT2100 TV box - it appears to be self testing OK but there appears to be an underlying connection issue to the hub or broadband which could be impacting your service. If possible, can you check that

All cables are securely connected, and in good condition (for example not kinked or frayed)
The hub is plugged into the "master" telephone socket and not any extension

Let me know if you use a master socket that uses a "microfilter" to connect the telephone and hub lead to the single socket as well - that's something we would want to change.

Let me know how you get on and we'll try and get you back up and running.

thanks

David

Re: Problem since change to EE

jeanjeanie2 — Wed, 17 Jan 2024 14:15:22 GMT

David, thank you so much.

right, we have moved everything, checked all cables, unplugged and plugged back. Re started the you view box....everything seems ok now. Thank you so much

Re: Problem since change to EE

David_H — Wed, 17 Jan 2024 14:56:42 GMT

That's great news, thank you for checking and letting us know. If you do see any further issues, please do let us know and we'll have another look. All the best, David

Re: Problem since change to EE

jeanjeanie2 — Thu, 18 Jan 2024 12:59:24 GMT

Can you help me with choosing a new cable to use from the hub to the wall socket please? It is a minefield. Just when I think I have found one the reviews are dire. I want a good one so I can be sure it is BT compatible and in case we have any more problems

thank you

Re: Problem since change to EE

ljm — Thu, 18 Jan 2024 13:19:03 GMT

Amazon have a good choice. I bought one from there.Good quality.

Re: Problem since change to EE

jeanjeanie2 — Thu, 18 Jan 2024 15:08:50 GMT

Thank you @ljm but it is a minefield to me, which is compatible to which, what should I be asking for? Sorry, I know it is a pain but I really have no idea. When I type in cable from hub to wall socket it brings up loads but people say, don't buy this it is not for UK fittings etc etc, so confusing.