This topic

TV stuck on channel

mark74 — Thu, 04 Jul 2024 10:32:17 GMT

Hi my tv and hub are stuck on one channel or say loading i have reset everything can you help?

Re: TV stuck on channel

naylor2006 — Thu, 04 Jul 2024 11:21:21 GMT

Can you provide a little more info?

The TV and Hub? What devices exactly?

What steps have you taken to reset?

Re: TV stuck on channel

mark74 — Thu, 04 Jul 2024 12:04:53 GMT

Hi i have reset box reset hub disconnected tv cables i cannot access any system settings as it will not load, tv turns onto 1 station when you change it the black shadow stays on screen and will not change.

i cannot update box because it says it is now not supported?

Re: TV stuck on channel

Midnight_Voice — Thu, 04 Jul 2024 12:49:25 GMT

@mark74

Is the box black?

https://community.bt.com/t5/EE-TV-YouView/Support-for-old-BT-TV-YouView-box-to-be-withdrawn/td-p/2347647

Re: TV stuck on channel

mark74 — Thu, 04 Jul 2024 13:29:22 GMT

Hi yes it is but not the same design mine looks smaller

Re: TV stuck on channel

DarrenDev — Thu, 04 Jul 2024 14:48:55 GMT

Are you sure you're navigating the TV Box menus, and not the settings on your TV?
I'm not aware of any BT or EE TV box that would show a message to say that it's not supported - the older devices would just remain permanently offline, so wouldn't allow you to check for updates.
You can see the TV Boxes that are currently supported here: https://www.bt.com/help/tv/learn-about-tv/bt-tv-boxes

Re: TV stuck on channel

mark74 — Thu, 04 Jul 2024 16:02:19 GMT

Hi yes I am sure fire stick is fine it's the box that is not working

Re: TV stuck on channel

DarrenDev — Thu, 04 Jul 2024 16:32:42 GMT

Our records show that you have a TV Recordable Box (as shown in the link I provided above). It hasn't been seen online since Sunday though.
Could I ask you to please turn the power to the TV Box off, then turn it on again. Please confirm that your TV shows a YouView logo, then a BT TV logo, and then eventually a menu with the EE TV logo in the top right corner? You may also see TV playing in the background.
If this isn't what you see, please describe what you do in as much detail as possible.
If you do see the menu, are you able to navigate around it? If so, can you get to the settings menu at the top, then check what software versions the box is running.

Re: TV stuck on channel

mark74 — Thu, 04 Jul 2024 17:47:05 GMT

Hi Darren i will try that thanks

Re: TV stuck on channel

mark74 — Thu, 04 Jul 2024 18:01:55 GMT

Hi Darren this is the the order of starting box,

BT shows up in circle

youviewer shows up

then a blank screen

EE shows in top left corner with black shadow around tv

will not allow me into the settings or navigate around

goes into the loading page and thats it will not do anything after that

Mark

Re: TV stuck on channel

DarrenDev — Fri, 05 Jul 2024 08:40:50 GMT

It sounds like the box is in a bad state then. Can I ask you to please try a maintenance mode reset as follows:

Turn the power off and then on using the switch found on the back of your box. A red light should appear on the front.
Press and hold the down arrow button on the top of the box for 5 seconds until you see Enter Maintenance Mode Y/N (Y:POWER) prompt. The box light will turn blue.
Press the YouView button on the top of the box.
The box should now enter maintenance mode.
Choose your preferred option and follow the on screen instructions.

The "keep recordings" option first (if you have recordings you want to keep). If that still doesn't help then try "delete recordings".

If that doesn't help then it's likely that the hardware has failed. If you still have an EE TV subscription then give us a call and we'll replace it.

Re: TV stuck on channel

mark74 — Fri, 05 Jul 2024 17:07:53 GMT

Hi Darren, thanks for the reply i have tried those steps but i can even get it into maintenance mode.

Can you have a new one sent out?

Mark

Re: TV stuck on channel

DarrenDev — Fri, 05 Jul 2024 17:09:57 GMT

Unfortunately I'm not able to do that @mark74 - you'll need to contact us using one of the options here: https://www.bt.com/help/contact-bt/technical-support/tv