Box handset problems while pausing

[Elaine1251]

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?

[Manatarms84]

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

[Elaine1251]

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?

[zulu17]

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 

[Elaine1251]

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

[Manatarms84]

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

[Midnight_Voice]

@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).

[zulu17]

@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  ?

[Elaine1251]

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

[Elaine1251]

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.