problem solving freeview & on demand

5 Tips to Resolve a Non-Functional On-Demand Box

5 Tips to Resolve a Non-Functional On-Demand Box

All major UK broadcasters offer online programme viewing services. Depending on the on-demand TV service you use, you can view satellite television shows through the internet for up to 30 days after the first broadcast. All you need to view free on demand TV is a high-speed broadband connection.

However, paid on-demand TV services such as BT Vision, and Virgin Media also require a set top box. The on-demand TV set top box is connected to the internet using a mobile internet connector, a broadband router using an Ethernet cable, or in-built Wi-Fi.

If at any time you find that the on-demand box is not working, carrying out the following corrective steps may solve the problem.

    1. Ensure that the broadband is working. To watch on demand programmes, you need to have basic internet speed. Check the exact internet speed requirement in the user manual of your on demand box.  Additionally, if the speed of your household broadband connection is lower than 12 mps, you should consider upgrading the connection, for a better viewing experience.
    2. Check that the on demand box is connected to the internet. Go to the settings option of the set top box, select network setup and test connection. The exact steps for checking the internet connectivity on your box will depend on the model you have.

Ensure that Ethernet cable is connected to both the Ethernet port on the box and on the wireless connector. To check if the Ethernet cable is faulty, connect both ends of the cable to the same router and check if the port lights turn on. If this does not happen, it means you need a new Ethernet cable.

  1. Remove potential interferences in router signal:
    • Check that there are no other electrical devices that use wireless signals around your wireless router (include cordless telephones, fax machines, microwaves, mobile phones)
    • Remove physical objects around the router that may block the signal ( particularly metal and water based)
    • Do not place the wireless router near a window ( the signal strength may be affected by outside interferences)
  2. Manually reset the router. If there is no problem with the network connectivity, switch off the router for about a minute before turning it on to check if the problem has been resolved.
  3. Reset the set-top box. Unplug the power cord for the set-top box.  Wait for a minute before turning it on again. If the problem is not resolved, contact your service provider for further troubleshooting help.

If your set-top box needs to be reset frequently, then most likely the on-demand box is faulty.

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Posted by Surewise in Appliance Insurance Articles

3 Common Freeview EPG Problems

Three Common Freeview EPG Problems

The Freeview Electronic Program Guide or EPG is an onscreen guide that indicates the channels and programmes available on Freeview over the next one week. The Freeview EPG service is only accessible on set-top boxes, TV’s, and digital video recorders that carry the Freeview EPG logo.

Thanks to the Freeview EPG feature, you will never again miss your favourite TV shows. All you need to do is simply record the programme as per the timings indicated in the Freeview EPG. However, at times the Freeview EPG does not work as expected.

Here are three of the most common Freeview EPG faults you may encounter, as well as the recommended troubleshooting steps to resolve the problems.

All channels missing

Regardless of the TV or box you are using, the EPG may stop displaying information on all channels. Press ‘menu’ on the Freeview remote control. If the menu is not displayed, it means that the set-top box is not correctly connected to the TV.  You then need to perform the following checks.

  • Check that the SCART lead from the output of the Freeview box is connected to the spare SCART socket on the TV.
  • Check that the TV aerial is connected to the input aerial socket of the Freeview box / TV.
  • Check that your outdoor aerial is not dislodged. If it has been raining, check that there is no water in the aerial connectors and that the aerial lead from the roof is not severed.
  • Check that you are not using an incompatible set-top box or incompatible TV.

Some channels missing

Freeview’s TV channels are transmitted in six blocks (known as multiplexes). If you are not receiving some channels, then most likely you are not receiving some of the multiplexes. Here’s what you need to do:

  • Scan for channels and add channels using the Freeview remote
  • Check that the missing Freeview channels are available in your area
  • Check the signal strength. If the signal is weak, there could be a problem with your aerial or cabling.

Sometimes passing bad weather can temporarily affect your Freeview signal. Also, if you are using a relay transmitter, you may not get all channels as these devices can typically transmit only a few of the multiplexes.

Missing a new channel

If you are receiving all other channels on a particular multiplex, but not a recently added channel, try the following steps:

  • If the channel does not get added automatically, unplug the box for 30 seconds
  • Plug it in and perform a full- channel scan. If you have a set-top box, go to menu, select ‘Setup’ and scan for channels. For Freeview TV’s, the scan channel option will be available under ‘settings’.

A recurring problem of missing channels or poor reception could also be due to an indoor aerial. Installing a rooftop aerial may help to solve the problem.

Posted by Surewise in Appliance Insurance Articles