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Anonymous
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Message 1 of 14

Recordings Freezing, Jumping and Sound Dropping

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Had my BT Set Top Box for over 2 years now and for the past week it has started to freeze and skip and no sound in parts while playing back recordings.

I have read all the fixes and tried them all including the factory reset.

I have also tried recording while actually watching the programme and the programme is fine while watching as it's on, but then when I play the recording back it freezes and skips.

I have even tried to record on a different part on the hard drive by leaving the previously faulty recordings on the hard drive so it will record on another section of the hard drive.
 
My Internet connection and speed is fine, so is my signal strength, this is obviously a fault with the hard drive dropping sectors, it's an old Humax DTRT2100 box that I got when I first signed up to BT.

I wish I had asked for a new box before renewing my contract now.

Tried to contact BT through the live chat which is a robot and useless, when I did get a real person I was told I was at the wrong department.

Made a complaint and was told to expect a reply within 24 hours, that was 2 days ago.

Fed up now and just going to wait until my contract runs out and switch.
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13 REPLIES 13
JohnC2
Moderator
Moderator
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Message 2 of 14

Re: Recordings Freezing, Jumping and Sound Dropping

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Hi @Anonymous welcome to the forum and thanks for posting. Sorry that you are having a fault with your BT TV service. I've sent you a Private Message on how to contact the Mod team and we'll be happy to help you get this fixed.

Cheers
JohnC2

Anonymous
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2,305 Views
Message 3 of 14

Re: Recordings Freezing, Jumping and Sound Dropping

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Hi John, thanks for your reply and massage.
I replied to your message with all the info you asked for.
Thanks again, kind regards, Des.
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Anonymous
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Message 4 of 14

Re: Recordings Freezing, Jumping and Sound Dropping

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Hi @JohnC2 did you get the PM with all the details you asked for ? thanks, Des.
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DavidM
Moderator
Moderator
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Message 5 of 14

Re: Recordings Freezing, Jumping and Sound Dropping

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Hi @Anonymous,

Thanks for posting. I've checked our queue and we have your details. One of the team will be in touch soon.

Cheers

David

Anonymous
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2,275 Views
Message 6 of 14

Re: Recordings Freezing, Jumping and Sound Dropping

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Thanks @DavidM 😉
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Matt-S
Moderator-Retired
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Message 7 of 14

Re: Recordings Freezing, Jumping and Sound Dropping

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Hi @Anonymous,

Thanks for taking the time to send in the account information.

I'm really sorry to hear that your BTTV box has been playing up and freezing, not really the tv experience we want our customers to receive 😞 

I have arranged for a new BTTV box to be sent out to you and this should be with you on 19/11/2019.

Once you get it set up please let me know if this fixes the issue.

Thanks

Matt

Anonymous
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2,248 Views
Message 8 of 14

Re: Recordings Freezing, Jumping and Sound Dropping

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Hi @Matt-S thank you very much, and thanks to the others who helped too.
I will let you know when I have set it up and recorded something and watched it back.
Thanks again everyone, kind regards, Des.
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Anonymous
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Message 9 of 14

Re: Recordings Freezing, Jumping and Sound Dropping

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Hi again @Matt-S @DavidM @JohnC2 

Hi again, I received an email from BT stating they have posted me another box, but the email also states...

"New TV box, new TV contract
By renewing your BT TV contract, you got a free YouView box. Your new 18-month contract starts from the date we sent this email."

Is this normal practice to sign me up for another 18 months without warning me or informing me or me agreeing to it ?

Thanks, kind regards, Des.

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Matt-S
Moderator-Retired
2,206 Views
Message 10 of 14

Re: Recordings Freezing, Jumping and Sound Dropping

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Hi @Anonymous,

Thanks for letting me know about the email you have received. 

The information in this email is incorrect and this email shouldn't have been sent out to you. We don't re-contract customers if we are sending out replacement equipment as long as the customer is in contract or the faulty equipment is in warranty.  

Sorry about any confusion this may have caused.

Can you let me know if the new BTTV STB fixes the rebooting issue?

Thanks

Matt