T4000 Fault causing Power-Down ...

[speedtrip]

No mention of re-contracting - in fact when I asked about the contract and the Sport Package I'm on, it was emphasised that "nothing would change" ...

Sadly, the problem has manifested itself again on this new T4000 - it seems to happen about 2 - 3 hours after starting up and then when I'm viewing the 2nd or 3rd recording of the Evening - BANG, down it goes - almost always when using 'Jump Forward' 1 Min - but a couple of times when using FF ...
So a new T4000, a new HDMI cable & new Power Supply it came with - also of course, a new Remote Control ..

How can I get someone Technical on the BT staff to help with this please ?

[speedtrip]

@DarrenDev - can you help please ?

[DarrenDev]

Do you have any smart devices in your home? e.g. I have LED lights that change colour/pattern via an IR remote. The OK button on my old remote causes the lights to change colour. Could you possibly have any other devices that are responding to the remote and doing something?

The chances of having 2 boxes behaving in this very strange way (that I'm not aware of anyone ever reporting before) are very slim.

You won't be sent a TV Box Pro without a recontract.

[speedtrip]

Thanks - no, nothing else in the house that is controlled remotely ... altho the table lights are turned on by a remote - thats not used during TV viewing   ... also the Wall Power sockets for TV, Sound Box & Sub woofer are turned on by a Remote - but not during viewing ... and the T400 is direct into a wall socket, no Remote control for that one ...

The old T4000 ran for some 6 years problem free - then it started Powering Down using the 'Jump Forward' Button   ... i explored a few things to no avail   ..

As you say, its most unlikely that a new Box would have the same problem, so I too suspect something external    ... I've changed nothing at all in the House electronically for months ! - the Box is Internet connected by Ethernet   - even the 2015 Samsung has had no updates recently ...

Given that the Box only has Ethernet, a Power supply, HDMI & Co-Ax cable connected - even removed SPIDF cable to the Sound Box I just cant see what would interfere after about 2-3 hours viewing to cause Power Down - oh, it sometimes makes a cracking 'electrical' like noise when it goes down ...

Appreciate you reviewing things ...

[DarrenDev · Accepted solution]

@speedtrip I've spoken to a specialist today and we're currently investigating an issue only affecting DTT channels on COM 5 - skipping over ad breaks with adverts that are broadcast in mono can sometimes cause the box to crash and reboot.  Does that match your experience?  i.e. were you watching any of those channels?

[speedtrip]

Interesting   ... The problem certainly happens when watching Recordings from the COM5 & COM6 QUEST & QUEST+1 Channels - yes, I'm using 'Jump Forward' to skip Adverts in the Wheeler Dealers Programmes - altho I cant be 100% sure it isnt happening on other recorded Channels - maybe FILM4+1 too & 5Action ?

I will try tonight with a recording on FILM4 .....

Many thanks - Lets hope you may be onto something ! The Box Powers Down, and when I Power back up it does a full reboot ...

[speedtrip]

@DarrenDev   ....

Well thats seems conclusive !

Last evening I recorded two COM5 channel's programmes - on QUEST+1 & FILM4+1 - both failed & PD'ed when 'Jumping Forward'  ...

Progs recorded on FILM4 & QUEST were fine ...

I now remember that in early October, I switched Recordings of Wheeler Dealers to QUEST+1 to avoid a clash with another recording on ITV4 - SO THATS WHAT CHANGED !

Many thanks Darren - presumably that will be fixed sometime - I'm happy meanwhile to avoid those DTTs !

CC: @Midnight_Voice  @rbz5416 

Midnight_Voice

[DarrenDev]

Great news @speedtrip.
Not great that it's crashing, but great that it's an issue already being worked on rather than a new one.

[welshgit]

my t4000 does it too it seems to be on a few channels film 4 ,film4+1 , sky movies  . if you skip forward the box turns off then you have to reboot it most annoying if it is recording something   .it  started a few weeks ago  

[Leanne_T]

Hi there @welshgit 

Thanks for coming back to the community. 

Have you reported this to our broadband team to be looked into? 

You can find ways to contact us on the Contact BT page.

Thanks 🙂

Leanne.