Snowy screen then freezes (4k UHD)

[zulu17]

Roughly how long have you had this particular box and roughly how long after that did the freezing first start ?

[Jodyyoung]

Had the 4K UHD box 4 days now, it started acting up the same day installed.

[Midnight_Voice]

@Jodyyoung 

So it’s a DOA essentially, if it has never worked. I wonder why BT sent you a T4000 and not a Pro box?

But as you’ve had this fairly unusual issue with an earlier box, I would be wondering about the health of your house mains, overvoltage, undervoltage or phase shift. Which would require a qualified electrician to look at, if EE engineers don’t carry the diagnostic equipment for such faults.

Do you get  any unusual behaviour from other electrical equipment in your home? Light bulbs forever blowing, or the like?

[zulu17]

@Jodyyoung One other thought on the electrical side do you connect the TV box direct to t6he mains  or are you using any form of multiplug or extension lead ?

@Midnight_Voice  According to BT "Set Top Terms" (6th Dec  2023) wrt replacement boxes

We'll supply a EE Set Top Box to all customers taking EE TV where the package includes it, or a new Set Top Box is required for the service to work. This may be a new or
reconditioned Set Top Box. All replacements provided will be reconditioned. A reconditioned Set Top Box is one which has been reconditioned to an “as new” standard
and is supplied with the same 12 month warranty that would apply to a brand new Set Top Box.

[Jodyyoung]

Straight into the mains. The thing is nothings changed re my electrical circuit, these boxes have started playing up in the past week or so now.

[zulu17]

Any Christmas  (tree)  lights or similar  plugged in ?

[Midnight_Voice]

Hi @zulu17 

Re quoting those terms:-

That would be the answer to “Why didn’t BT/EE send out a brand new box?”

It wouldn’t be the answer to “Why am I paying the same as someone who has been sent a Pro box, when I have been sent an earlier, less capable, model?”

But anyway, reconditioned or brand new, is it not BT’s policy to get every EETV user they can onto Pro boxes,  especially when some reason for a swap out, like this, occurs? Or am I wrong there?

[zulu17]

@Midnight_Voice   

This thread 

https://community.bt.com/t5/BT-Devices/BT-TV-Box-Pro/m-p/2321984 suggests the policy is

“It should be offered as an option when recontracting with one of the current TV subscription packages online (or by calling the helpdesk if you'd prefer).

It has already been stated elsewhere that it'll be possible to switch to an EE TV package when they launch, so even if you take a package now (with a 24 month contract), you'll be able to switch again if you want to.”

In this thread the box replacement has occured as a result of the fault reporting process so no recontracting has occured. 

[rbz5416]

Just for clarification, your thread title includes 4k UHD. Is this referring to what you're watching when this happens or just that it's a 4k box?

If the latter, does this happen with Freeview, Premium content through the EPG or on demand services?

Whilst I doubt that "reconditioning" a box prior to sending it out involves anything more than a factory reset & a wipe with a damp cloth, the chances of two different types of box having the same fault would be astronomically high. So I'd agree that it looks like something else. When you replaced the box, did you also replace the power supply that came with it?

[Jodyyoung]

Watching on a 4K UHD box.

It's on freeview channels. Yes replaced my power supply and even HDMI.