BT TV Box Pro - IMPORTANT UPDATE for Freeview TV channels

[SeanD]

Hi all,

Ahead of a Freeview channel change scheduled for tomorrow, we are releasing a software update to all BT TV Box Pro’s tonight. 

Your BT TV Box Pro will receive the update overnight, please ensure you leave your TV box plugged in and powered on and we'll do the rest.  If you do have a problem tomorrow morning and experience any of the following issues:

• Blank Screen
• Blank grey tiles on the homepage menu
• Box becoming unresponsive to the remote
• Empty TV Guide
• Unable to get any Freeview channels working

Please complete these steps:

1. Unplug the aerial from the back of the TV Box
2. On the remote control press the purple home button, navigate up to Settings and press OK
3. Navigate to Software Information and press OK
4. Select Update Software and press OK
5. Your TV Box will now update to the latest software version and reboot.

The current software version is 0.5.34 and after updating, the new software version will be 0.5.110. 

To check this you can press the purple button, go to Settings and scroll down to Software Information.  The software version will be displayed against the Manufacturer Software row.

If you are still experiencing issues after the update please follow these steps to refresh the programme guide:

1. Turn the box off by removing the power cable
2. Unplug your aerial from the back of the TV box 
3. Replace the power cable in the back of the box with the aerial still removed
4. Turn the box on by pressing the front panel BT Logo button
5. When the box is started, on the remote control press the purple home button, navigate up to Settings and press OK.
6. Press OK on TV channels followed by "Retune Channels"
7. Once the retune has been completed, plug your aerial back in
8. Complete 1 more retune by pressing OK on "Retune Channels"

Once the retune is complete, your issue should be fixed, however in the event this didn't work for you then we would advise carrying out a factory reset. Rest assured you will keep any recordings already saved on the box. 

To complete the factory reset please follow these steps:

1. Start with the box powered off and the power cable unplugged
2. Press and hold the button on the right-hand side of the box.
3. Plug the power cable in
4. Keep holding the button for 3-5 seconds, then also press and hold the front panel BT Logo button.
5. Keep both buttons pressed for a further 5 seconds then release.
6. An options menu will be shown, use the remote control to select "Factory Reset (Keep Recordings)" 
7. Allow the box to reboot

For more information about the Freeview changes please see this link, BBC Three launch 

Sorry for any inconvenience caused.

Cheers

Sean

[scharter]

Thanks for the heads-up.

One question, arising from the BBC3 launch info, with channel numbers being resequenced, will existing scheduled recordings have to be manually changed accordingly?

[David_H]

Hi everyone. Just to update our advice for anyone who wasn't able to leave their TV Box Pro on overnight to pick up the software update and gets a problem after the Freeview changes on the 26th, just do the following:

1. Unplug the aerial from the back of the TV Box
2. On the remote control press the purple home button, navigate up to Settings and press  OK
3. Navigate down to Software Information and press OK
4. Select Update Software and press OK
5. Your TV Box will now update to the latest software version (from 0.5.34 to 0.5.110) and reboot.

Recordings
Any recordings you have scheduled should be unaffected by these Freeview changes as they don't rely on the channel numbers. If you do get any issues, please let me know so we can investigate. 

thanks and sorry for the inconvenience, 

David

[Bluemoon1]

Just had text message and pop up message on my BT Pro box (after watching Netflix) to leave  the TV box plugged in etc.  Very good from BT to notify everyone as not everyone is on the community page. What exactly does the update do that only effects Pro boxes. 

[Silverbackcyclist]

The box has stopped working completely.
I have unplugged it, left it a bit, plugged it all back in again. and nothing happens at all.

No lights are showing on the front.

[FTT]

All updated this morning without me touching anything:

And on behalf of the entire UK population we'd like to thank the BBC for bringing back BBC3 to Freeview.

We can all sleep better in our beds tonight.

[FTT]

Have you pressed the large BT button on the front? When I first got my box I thought it was dead but pressing that button fired it up (wouldn't work from the remote).

[glennbentley]

Does BT realise the update txt message went out to people who don't even have BT TV. My mother received it and she's not a TV subscriber.

[SeanD]

Hi @glennbentley,

Thanks for posting to let us know. 

The text message should only have been sent to BT TV subscribers.  I am so sorry for any confusion our text message caused your mom, I will feed this back to the team.

Cheers

Sean 

[David_H]

Hi @Silverbackcyclist that's unexpected. If you're happy the power lead is connected correctly, and the power socket is on, does anything happen if you press either the front panel button or the power button on the remote control?