This topic

Recordable Box and Remote issue

MiracleMaud — Thu, 28 Dec 2023 21:02:54 GMT

We have formerly BT TV, with an extra recordable box in our bedroom. The TV in the bedroom failed, then replace with the main TV formerly associated with the Pro box downstairs. Annoyingly, at the same time BT TV re-liveried as EE TV, delivering changes to the look of the service.

From that point the upstairs box communicates very oddly with the remote control, and thereby TV. When "waking up" from standby at best it takes around 1 minute for the remote to respond to any keystrokes. A minute doesn't sound long, unless the volume is all wrong. Having the TV shouting at you for minute or more, is annoying.

Since then we have been back and forth to support. We have tried a reset or both box and TV, several times. Initially it seems the issue is resolved, but as soon as the box hibernates the issue recurs.

Has anyone experienced anything similar? If so, what was the solution, please?

We have a call from support back scheduled for tomorrow, but I am not confident he will have anything new to try.

Re: Recordable Box and Remote issue

NeilO — Fri, 29 Dec 2023 11:48:17 GMT

Hi, @MiracleMaud welcome to the community and thanks for posting, what standby mode is your TV box set to? You can check this by going to settings, box management then power and standby.

Thanks

Neil

Re: Recordable Box and Remote issue

MiracleMaud — Fri, 29 Dec 2023 12:13:24 GMT

Thanks for dropping by, @NeilO - That has been changed, on the instruction of the service desk to Always Ready - 3 hours.

It is just so frustrating. Last night, it worked perfectly - just as it should. This morning? No chance. Wait for several minutes, watching some beauty products on whatever passes for Ch 21 in the mornings. (Allegedly if I used her gizmo my skin would be improved - only £599.)

Re: Recordable Box and Remote issue

NeilO — Fri, 29 Dec 2023 12:30:24 GMT

@MiracleMaud No worries at least it's been tried already. I know this may seem obvious but have the batteries on the remote been changed?

Thanks

Neil

Re: Recordable Box and Remote issue

MiracleMaud — Fri, 29 Dec 2023 12:52:51 GMT

I haven’t changed them but it’s a brand new remote. Same “performance “ with a different, but same remote.

Expecting a call back this afternoon. Hopefully Santa brought the chap some inspiration.

Re: Recordable Box and Remote issue

NeilO — Fri, 29 Dec 2023 14:44:51 GMT

@MiracleMaud post back and let us know the outcome of the call.

Neil

Re: Recordable Box and Remote issue

MiracleMaud — Fri, 29 Dec 2023 16:06:34 GMT

An engineer has been booked for Tuesday. We'll see where that goes.

Re: Recordable Box and Remote issue

MiracleMaud — Tue, 02 Jan 2024 20:34:35 GMT

@NeilO - As per my earlier message, the engineer visited this morning. We had deliberately not turned things on this morning, for maximum chance of being able to replicate the issue

Having observed what does(n't) happen on start up, he checked a few things, performed a factory reset, paired the remotes and declared the issue fixed. As this is par for the course, I asked how confident he was the issue truly was resolved. "Very" was his response.

Sadly, he was wrong. Switching on this afternoon to test it, returned the same results as before.

I felt too deflated to call the service desk again this evening, but I daresay I will in the morning.

Brassed off of Back of Beyond.

Re: Recordable Box and Remote issue

MiracleMaud — Wed, 03 Jan 2024 17:26:04 GMT

Today's riveting update is yet another box is being sent out to arrive Friday. Apparently, the box I was sent was refurbished.

Whilst I am reassured all diagnostics return that the box is faulty, I remain skeptical. One box failure is unfortunate, but for the replacement box to have the identical defect is incredible, or incredible, depending how you use the word.

I doubt this saga is nearing the end.

Re: Recordable Box and Remote issue

Jerry121 — Tue, 16 Jan 2024 23:18:36 GMT

Yes. I have just been issued with a new EE TV hub and controller and cannot get the remote to control the TV volume or the ON/OFF function. The TV is a new Panasonic OLED smart TV and did. work with the old BT box setup. After much fiddling and resetting of the EE box and TV I did manage to get the set up to work using an “old BT box controller” that I still had, but then without reason it has stopped working again?

Very frustrating and welcome any solutions to the problem before I send the box back to BT(EE?).

Re: Recordable Box and Remote issue

MiracleMaud — Wed, 17 Jan 2024 09:55:25 GMT

The final solution to my issue was a second replacement box, with grovelling apologies.

Apparently this class of box is often refurbished and resent out again and my initial replacement box was defective from the start.

We left home for a long trip only 2 days after receiving the replacement, replacement box, so we are hoping it will still work when we get home in a few weeks.

To be honest, I'd get back to BT and ask for another box. Your symptoms pretty much mirror our own. Our fault reference was: should they care to relive our challenges, although if you talk to a cheerful young man Andrew, from Newcastle, I feel confident our issues will be etched onto his brain in perpetuity.

Fingers crossed for you.

Re: Recordable Box and Remote issue

RIC9380 — Wed, 17 Jan 2024 05:39:48 GMT

If the Pro Box goes into deep sleep mode, on being told to wake up it will inevitably does some checks before coming back to life which will take a few minutes. Just press the mute button on the TV remote if you get "Bargain TV" coming through on high volume until EE TV itself kicks in. It's not exactly a totally intolerable, life-threatening situation that requires multiple calls to Customer Support or Emergency Engineers to come out and look at is it?

Re: Recordable Box and Remote issue

MiracleMaud — Wed, 17 Jan 2024 08:59:49 GMT

For me, it was not a Pro Box. Nonetheless the service desk guided me to change the "Sleep" settings. No change for me.

Re: Recordable Box and Remote issue

Anonymous — Wed, 17 Jan 2024 09:07:10 GMT

@Jerry121

The issue you possibly have is one of technology being too clever for it's own good. The Pro Box interrogates the TV to establish which brand it is over HDMI & then sets IR codes in the remote to match. Unfortunately many modern TVs simply have a brand's badge stuck on another manufacturer's product. So potentially your TV says "Hello, I'm a Panasonic" but could be a Vestel or other brand underneath. The "too clever" bit is that this can't be over-ridden.

There was another recent thread with a new Panasonic but I can't remember what brand it turned out to be. I'll have a search & see if I can find it.

Re: Recordable Box and Remote issue

David_H — Wed, 17 Jan 2024 15:37:54 GMT

Hi @MiracleMaud thanks for posting, sorry to hear you've these issues and that the in-home visit didn't resolve.

Looks like you have got both a TV Box Pro and the older Humax DTRT2100 - is it the latter box that has developed this issue on wake up where the TV is on and with picture and sound, but the remote control doesn't do anything for a minute or more?

The symptoms sound like a classic "race condition" where some underlying boot process is "stuck" waiting for something else to finish then all the other system messages including remote button presses get serviced. I wonder if that happens more often if the TV was last watching a PSB channel like BBC / ITV etc or one of the extra TV channels e.g. Now or TNT Sport?

I'll drop you a direct message to get some box details so we can do a deeper dive.

thanks

David

Re: Recordable Box and Remote issue

David_H — Wed, 17 Jan 2024 16:03:52 GMT

Hi @Jerry121 thanks for reporting.

The TV Box Pro and Mini Box remotes use Bluetooth to talk to the TV box and then to the TV, whereas the older Humax controllers are strictly IR only so the mode of operation is different but mostly "inter-operable".

Depending on the model of the TV, it might not yet appear the codes database the TV Box Pro uses to query control details which is why the new remote isnt working . you may have luck with the older remote using the Panasonic codes and process described here Setting up your EE TV remote to control your TV | BT Help.

thanks

David

Re: Recordable Box and Remote issue

MiracleMaud — Thu, 18 Jan 2024 01:56:26 GMT

We have both the Pro and the next newest boxes. The issue was with the older box.

The issue appears to have been resolved by a replacement, replacement box, although we came away on a trip thereafter so quickly, that under normal circumstances I would still be considering the “solution” to be optimistic.

i posted my issue number yesterday, but it was removed by a staff member, as it breached community rules, but if you are staff, you can likely still see that number.