Now TV Smart Box - Freeview channels missing

[Anonymous User]

I set up my box today and noticed in the Freeview section that BBC 1 and 2 are missing - the channels start with ITV. Scrolling through, I found BBC 1 HD and BBC 2 HD located after the Horror channel. 

Ideally I'd like to have BBC 1 and 2 at the top of the EPG. Better still I'd like my regional BBC 1 and BBC 2 HD at the top of the EPG. 

I can't see my local station or the non-HD versions listed anywhere in the channels found.

This box is replacing a BT YouView box which picked up the above missing channels.

Any ideas please?

[4268]

@Anonymous User I suspect it is the weather. Though it might be down to your local transmitter. I find mine is effected by apparent usage of electrical devices in neighbours' homes and proximity of my own mobile devices.

[Anonymous User]

I've got a smart box, using internal amplified aeriel, scanned for channels none found. Done this a number of times now, moved the aeriel, factory reset the box and still nothing found. Any advice would be grateful. Heard that there's an issue with the box, considering taking it back and getting a full refund. Tried speaking to employees over live chat but to be honest they are very unhelpful and the complaint process is farcical.

[Anonymous User]

Hi @Anonymous User

Thanks for getting in touch with us here. If no channels are being found then either you cannot get freeview channels where you live or the aerial you have is not Compatible and you may need an outdoor aerial or a stonger indoor aerial. Information on the free to air channels available to you can be found here digital.co.uk/ Now TV do not own or maintain the free to air channels therefore if they're not available this may be to reasons out of our control.

Thanks

Eddie

[Anonymous User]

If that's the case, please tell me how I have received the channels previously, by can't now.

The smart box froze whilst watching a programme and the only way I could return to normal was powering the box on and off.

This resulted in me losing the channels and another scan having to be done. Without moving the aeriel initially( baring in mind I had 34 channels previously) I did a hard reset and received no channels. No matter where I positioned the aeriel thereafter I still get no channnels.

The problem is with the box tuning, not the aeriel.

[Anonymous User]

After performing a channel scan on my NowTV box there seem to be several channels missing. First of all, there are no BBC channels whatsoever. I used to have this problem with the standard aerial but solved it by performing a "first time install" scan, however the box doesn't have that option. Secondly there are no HD channels that I can see, such as BBC, ITV, Channel 4 HD etc and additional channels that can only be picked up with an HD reciever such as Vintage TV.

I'm using an indoor aerial so would that effect things? Can it be fixed? If not I'll probably be returning the box.

[4268]

@Anonymous User Have you just done the one scan or have you scanned checked channels, if not many adjusted aerial and rescanned? I had to do several scans with mine, bit of trial and error with position of aerial. Don't assume facing window is correct it might not be the correct direction.

[SeeMoreDigital]

Hi @Anonymous User,

As with any TV signal reception, the positioning of your aerial (especially an indoor aerial) is important. It also needs to be located as far away as possible from any WiFi transmitters to avoid interference...

Cheers

[Anonymous User]

Hi, having had full complement of HD channels (free view) on my smart box, since last October, on  Friday, CBeebies HD, BBC News HD, BBC 4 HD and 4+1HD (amongst others) all disappeared. Previous answers to this problem don't fit, as aerial is external, plus when I switch source back to the TVs own tuner, they are all there. I have now done at least 6 standard scans over last few days as well as 2 factory resets. And the channels won't return. Any assistance gratefully received. 

[4268]

Hi @Anonymous User do you have an aerial booster?  It might be worth trying.  

[Anonymous User]

Hi 4268, as the tv itself has no problem getting the channels, using the same aerial, I don't believe its the aerial having the problem. But thanks.

[SeeMoreDigital]

Hi @Anonymous User,

Is your 'smart' box connected to the internet via WiFi? If so, the Wi-Fi signal could be swamping the incoming DVB-T/T2 (Freeview) signal...

Is your coaxial cable the double insulated type? If not, it could be picking up the WiFi signals 

[Anonymous User]

Hi seemoredigital, smart box is on wired connection, don't know about cable but why would cable not be affected by a wifi signal when plugged into to tv direct, only 30cm away from where it would be when plugged into the smart box, but thanks for trying.

[4268]

@Anonymous User  it is because of interference between the two signals.  Can you try turning off your router temporarily whilst you run a channel scan to see if that makes any difference to how many you get?   I am not suggesting you leave it off simply trying to see if a better insulated coaxial would make a difference.

[Anonymous User]

Hi 4268, just tried what you suggested twice, and no change, channels still missing.

[Anonymous User]

I have exactly same issue. Rescanned channels and still nothing. Exactly same channels disappeared. Noticed a few days ago but can't be sure if they haven't been gone a little while longer. Can't see that being a coincidence.

[jobbie8]

For the last 2 days when I've turned on my TV and Smart Box, after not being used for a few hours, the menu on the screen is mising the whole of the Freeview section.

The menu on screen is the same as a regular NowTV Box. No Live Channel box or TV Guide listed. I've had to reboot the box to get the usual menu back and Freview Channels.

Any ideas what could be causing this ?

[SeeMoreDigital]

Hi @jobbie8,

Perhaps the following 'Help Centre' article may be of use to you: How to reset your NOW TV Box

Cheers

[jobbie8]

For the last 2 days when I've turned on my TV and Smart Box, the Freeview, TV Guide and Last Live Channel preview screen are missing.

The menu screen looks like a regular NowTV Box menu.

I've had to reboot via the menu to get the Freeview part of the menu and channels back.

Also today I've had Freeview channels freeze twice, and whilst listening to the Tune In app the audio went off, with the box becoming unreponsive all three times. I had to switch the power off at the wall to reboot.

Any ideas what could be causing this?

[4268]

Have you tried a hard reboot using the button under the box. You will need to hold it for 30 seconds. It will fully reboot the device. You will need to re add your internet details and Now sign in details. It should hopefully load the latest software for you too.

[jobbie8]

Thanks for your reply. The problem seems to have gone away after the third day.

[Anonymous User]

I am also seeing the above problem. I have done a factory reset via the menu. Have updated the system firmware (7.5.3 build: 4086) but the entire live tv section is missing. I have 176 channels tunned.
It happened after I acceidentally turned the power off.
Please advise.