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Newbie
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Message 1 of 4

UHD box locks up, freezes and fails to record intermittently

Is this a common issue?

I've already checked the S/W and it's the latest version. Also carried out a full reset. It helped for a few days then back to the old problems again. Yesterday, it just locked up and froze completely.

It also randomly switches off in the middle of programmes.

I see BT are advising to use the community rather than phone them.

Any recommendations?

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Moderator
Moderator
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Message 2 of 4

Re: UHD box locks up, freezes and fails to record intermittently

Hi @jimbro1 

Welcome to the BT Community and thanks for your post!

I'm sorry that you're having problems using your BT TV box.  Have you spoken to anyone since you posted this?  Your best bet would be to get in touch with us so that we can run through some diagnostics.

The best advice I can give you would be to call us to report the problems you're having.  Feel free to keep this thread updated with how things go and if you're no further forward, we'll be here to help.

Cheers,

Robbie

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Beginner
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Message 3 of 4

Re: UHD box locks up, freezes and fails to record intermittently

Who do I call? 

I tried 2 days ago and got the message that only vulnerable customers were being helped

I'm now randomly losing multicast channels saying the signal is weak

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Moderator-Retired
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Message 4 of 4

Re: UHD box locks up, freezes and fails to record intermittently

Hi @jimbro325,

You would need to call 0800 800 151 and ignore any automated messages telling you to only call if vulnerable. I'm sorry that the automated message is causing confusion we have raised this and asked if the message could be updated or removed. 

Thanks

Matt

 

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