BT YouView Box - Flaky?

blueboy2001 · 7 Feb 2017 at 21:51

I switched from Sky to BT for TV and Internet about 4 months ago.

Generally I've been quite impressed with the TV box, the interface is quite nice but the box is quite flaky. Sometimes it won't come out of standby, sometimes it locks up, sometimes it runs incredibly slowly. A power cycle always brings it back, but this happening quite frequently. The box was power cycled yesterday evening and it's just started running really slow so I've had to restart it again.

Is this normal for these, or is it possible the box is faulty?

Minstadave · 7 Feb 2017 at 21:52

Which version have you got. The older ones were flaky and laggy.

TheVoice · 7 Feb 2017 at 23:05

My parents have BT TV, they've never said they've had issues with it though. Have you tried turning the Eco power mode off (or on)?

a1ex2001 · 8 Feb 2017 at 01:03

Mine is a few years old now but other than a weird remote issue a year or so ago it has been fine

JAMAL · 8 Feb 2017 at 08:20

Had one for a few years now and its been perfect

jimferno · 8 Feb 2017 at 08:46

Had a similar issue as the OP. Every couple of days our UHD YouView box wouldn't come out of standby and sometimes this would cause failed recordings and it was just outright tiresome.

I rang BT who wouldn't accept my word that the box was faulty and wanted to send an engineer out to investigate, but if the engineer couldn't find a fault I would be billed £100 for the call out. Obviously I wasn't going to agree to this as the fault was intermittent and I couldn't guarantee that I'd be able to replicate it upon an engineer visit.

Fast forward a few months of power cycling the box on an almost daily basis and I receive an e-mail from BT technical investigations enquiring about why I am rebooting my YouView box so much. After explaining the problem he sent me a new box through the post by next day delivery, at no charge, and we've not had a problem since.

Martynt74 · 8 Feb 2017 at 13:56

Strange that they monitor any reboots. Suppose it's a good indication of fault finding.

jimferno · 8 Feb 2017 at 20:26

Surprised me too.

email said:
Hi,

I am currently in the process of contacting a number of customers where our data suggests customers are performing a higher than normal number of reboots of their UHD set-top box.

I would be interested to know if you feel you are currently experiencing any issues with your BT TV service, or whether you feel everything is working as expected.

If you are experiencing any technical issues, I would like to help you resolve these.

If everything is working and you have no issues, it would be great to know this also.

I look forward to hearing from you.

Regards

*****

***** *****
BT Technology Service & Operations

We probably flagged on a report which shows unusually large amounts of reboots prompting the technical investigation.

I wasn't very satisfied with the way we were dealt with initially, so it turned out a good thing that it was being monitored and the fella dealing with me via e-mail was great, no messing about, sorted us out, job done.

varkanoid · 9 Feb 2017 at 13:19

A firmware upgrade last year caused my UHD box to stick on boot up. A factory reset (keeping recordings) from the service menu did the trick. There was also a recent firmware upgrade around 08/01 too.

The UHD boxes, early ones get very hot where the RF modulator is back right. Mine does too but I keep it well ventilated. You can help by turning off power to RF in the menu. Newer boxes dont have this problem. My other BT HD box has given me no problems and doesnt suffer from the heat problem and its one of the first issued so it makes you wonder that with the UHD one coming after what did they change? Cheaper components probably. They are meant to be manafactured by Humax for BT/Youview.

I`m under NDA at the moment but I can give you a soft

as per Gibbo does quite often.