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Charlotte_S
Contributor 1

TV guide and live freeview TV freezing

Every time I navigate to TV Guide or a live Freeview channel it freezes and restarts. It's been doing it for a few days now. Things I've tried... 

1. Restart

2. Unplug

3. Factory reset

None of these have worked. The apps are all working fine it's just TV guide and live Freeview that's freezing. My broadband is also working perfectly fine. Any suggestions?

15 Replies
schnapps Legend 5
Legend 5

Re: TV guide and live freeview TV freezing

Hi @Charlotte_S 

 

How about a fresh retune of the Freeview channels in the NowTV Smart box menu settings and before a rescan of the TV channels maybe reconnect the TV  aerial again on the back of the NowTV box ?

schnapps Legend 5
Legend 5

Re: TV guide and live freeview TV freezing

Hi @Charlotte_S 

 

Also maybe try step 6 on this linked guide.

 

https://help.nowtv.com/article/troubleshooting-now-tv-box-stick

 

When you did a factory reset did you have to enter a six digit code from your television screen and enter the code on nowtv website ?

Darren_C
First Poster

Re: TV guide and live freeview TV freezing

We've also been having a this issue.

 

We briefly got things working again following a factory reset, but the following day it was back to freezing every time!

 

For us it seems to have started happening following the now TV broadband outage last weekend in Northamptonshire ... That could be coincidence though as I think the latest software update was released around the same time. 

 

Would be very interested to hear if anyone finds a solution! 

Charlotte_S
Contributor 1

Re: TV guide and live freeview TV freezing

Thanks @schnapps.

To add to the things I've tried...

4. Unplugging aerial and then retuning

5. Step 6 in @schnapps79 second reply

 

Charlotte_S
Contributor 1

Re: TV guide and live freeview TV freezing

Yes, I had to enter a code.

Charlotte_S
Contributor 1

Re: TV guide and live freeview TV freezing

@Brownie13  coping you into this

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schnapps Legend 5
Legend 5

Re: TV guide and live freeview TV freezing

Hi @Charlotte_S 

 

Don't know what else to suggest apart from contacting nowtv live chat service and ask them to escalate this to their Technical level to assist you further.

 

Looks like a couple of people have mentioned this recently on the forum (perhaps there is a bug on the latest software that has been rolled out recently on the NowTV Freeview Smart boxes).

 

Open the link, then select the most relevant category, then pick the nearest help topic, then scroll towards the bottom of the screen page and click on the green arrow below Get in Touch which will then show the live chat button.

 

https://help.nowtv.com/get-in-touch/

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Brownie13
Occasional Poster

Re: TV guide and live freeview TV freezing

thanks for adding me. I managed to speak to someone on the live chat. The only thing that worked was holding down the reset button on the bottle of my nowtv box and reinstalling everything. Hope this helps

Pidge86
First Poster

Re: TV guide and live freeview TV freezing

@Brownie13 Where is the reset button? We’ve looked over ours and cannot seem to fine one.

 

We’ve tried all of the advice in the forum threads about this error but yet to resolve this.

 

**Update: couldn’t see the button for looking!! Trying that now!

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