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Box handset problems while pausing

Elaine1251 — Fri, 14 Mar 2025 22:25:31 GMT

On the majority of times I pause a programme (only up to 10 minutes), when restarting it jumps back about 1 1/2 hrs and I can’t move on or back. I’ve unpaired and re-paired the handset, tried new batteries and rebooted the box more than once. Is it a box or handset problem please?

Re: Box handset problems while pausing

Manatarms84 — Sat, 15 Mar 2025 09:16:25 GMT

Sounds like a hardware issue I would try a software update and if that doesn't fix it a factory reset. You can do one which will keep the data such as recordings but will still sign out of apps. Go to settings and both options are on the bottom row

Re: Box handset problems while pausing

Elaine1251 — Sat, 15 Mar 2025 13:04:47 GMT

Many thanks for getting back to me. I have done both factory and software resets but the problem remains unfortunately. So would it be a handset or box issue do you think?

Re: Box handset problems while pausing

zulu17 — Sat, 15 Mar 2025 13:08:29 GMT

Hi @Elaine1251

Are you using the same Box Pro and remote that you reported issues with last year

https://community.bt.com/t5/EE-TV-YouView/Pro-Box-Handset-Problems/m-p/2344508#M76539

Re: Box handset problems while pausing

Elaine1251 — Sat, 15 Mar 2025 16:57:27 GMT

No it isn’t - I’ve had a replacement box since then.

Re: Box handset problems while pausing

Manatarms84 — Sat, 15 Mar 2025 19:14:25 GMT

I would think a box issue, may need to be replaced. I would contact technical support

Re: Box handset problems while pausing

Midnight_Voice — Sat, 15 Mar 2025 19:31:56 GMT

@Manatarms84

I agree, unlikely to be a handset problem.

@Elaine1251

Though was what you did a full Settings/Factory Reset? As what you describe is symptomatic of the Pause/Rewind stream being corrupted, and only a full Factory Reset can clear that.

(After which, if it still happens, that is symptomatic of deeper box problems).

Re: Box handset problems while pausing

zulu17 — Sat, 15 Mar 2025 20:28:17 GMT

@Elaine1251

A few further questions. One is probably easier to answer than the others.

Can I just clarify that you are pausing a live programme you were watching and not pausing viewing a recording that you had set of a programme that was/is still being broadcast at the time you started viewing the recording ?

When you start watching after pausing the programme and experience the problem do you know if the programme you paused is actually still being broadcast or has it completed and the live broadcast has moved onto the next programme.

When you restart viewing after the pause period how exactly do you restart playing ?

Re: Box handset problems while pausing

Elaine1251 — Sun, 16 Mar 2025 07:35:06 GMT

Thank you - I’ll catch up on recordings and give that a go. I’ve only done a reset keeping recordings.

Re: Box handset problems while pausing

Elaine1251 — Sun, 16 Mar 2025 07:46:07 GMT

Recorded programmes pause and restart fine. It only happens with live programmes still broadcasting or occasionally just finished during pause, pressing the pause button to continue watching.

Re: Box handset problems while pausing

gomezz — Sun, 16 Mar 2025 09:57:28 GMT

Are talking about Freeview channels or IP channels or both?

Re: Box handset problems while pausing

Elaine1251 — Sun, 16 Mar 2025 16:50:14 GMT

Yes free view programmes

Re: Box handset problems while pausing

graywallis — Sat, 22 Mar 2025 18:16:47 GMT

We had similar problems when trying to pause a live Freeview channel. Switching off, removing the power for 30 seconds and the problem was apparently cured. Please fix the bug in the software.