TV stuck on channel

[mark74]

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

[naylor2006]

Can you provide a little more info?

The TV and Hub? What devices exactly?

What steps have you taken to reset?

[mark74]

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?

[Midnight_Voice]

@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https://community.bt.com/t5/EE-TV-YouView/Support-for-old-BT-TV-YouView-box-to-be-withdrawn/td-p/234...

[mark74]

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

[DarrenDev]

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

[mark74]

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

[DarrenDev]

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.

[mark74]

Hi Darren i will try that thanks

[mark74]

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