Help centre

No Downloads/Missing Downloads - Refers to all boxes.

 

If you are a new DTR owner and subscriber to Top Up TV Favourites or PictureBox and are not receiving downloads from these channels, please ensure that you have left the box on standby for 48 hours to allow the DTR to prepare itself to receive your downloads.

 

If you have done this then please try the following procedures:-

 

Programme Guide:-

•       Press the guide button.

•       Press the green button for ‘go to day’.

•       If an 8-day guide or full 14-day guide is not showing up then this is why you are experiencing problems.

To resolve this we would advise you to change your guide type as follows:-

•       Press the menu button.

•       Scroll down to set-up and press OK.

•       Scroll down to change your box settings and press OK.

•       Go down to the guide type.

•       Use left or right arrow button to change your guide type.

•       Please note that you will have to set up any planned recordings again after you have completed this procedure.

 

Choose your Providers:-

This is required to ensure that the DTR is prepared for the process to load your chosen programme types to the DTR library.

•       Press the menu button.

•       Scroll down to Choose your Providers.

•       Ensure you have 'OK' in all of the programme types you want to download to the DTR, including PictureBox if you have subscribed to that service.

 

Smart card status:-

•       Press the menu button.

•       Scroll down to set-up and press OK.

•       Scroll down to help and press OK.

•       In the help menu ensure smart card status says PRESENT.

•       If the card is not present then you will not receive downloads.

•       Remove the card and give the gold chip a wipe with something soft and clean.

•       Reinsert the card correctly (Thomson DTRs - Gold chip facing Down and All other model DTRs - Gold chip facing Up)

 

Disk space:-

•       On the same menu ensure the Disk Space, shows at least 10% - 20% remaining.

•       If disk space is low e.g. 10% then you should automatically get a message on the DTR telling you to start deleting a few files to increase the disk space.

•       Alternatively, you should try deleting programmes when you are finished with them to ensure the disk space is sufficient.

 

 

 

Expiry date:-

•       On the same menu press the yellow button for ‘card information’.

•       Check the expiry date, and ensure the date is at least one month in advance.

•       If any date is not at least one month in advance then you will need to call our Customer Services Team on 08444 159 159, between the hours of 9am to 8pm, 7 days a week where we can send a re-authorisation signal to your card.

 

Tuning information:-

•       Whilst on this menu press the back button.

•       Press the blue button for tuning information.

•       Ensure your strength and quality is above 5. Typically most customers will have 6 and 8 for the strength and quality.

•       If the strength and quality is 4 or below then your signal is poor and you will perhaps suffer from reception issues. You may benefit from a signal booster, which can be obtained from an electrical retail store.

Do you have at least 6 frequencies shown at the top of the page? If you have less than 6 frequencies your box has missing channels and may require a rescan.

•       Press Menu.

•       Press Set Up.

•       Press scan for Freeview channels.

•       Press 'Green' button to start scan.

•       On completion, recheck tuning information.

•       If you continue to receive less than 6 frequencies, please contact the telephone number detailed below.

 

Channel 16 reception:-

•       Press the guide button and select Channel 16.

•       Ensure you are getting a clear picture through Channel 16. Without Channel 16 you will not get any Top Up TV downloads.

•       If Channel 16 is not showing up then try a channel scan.

•       Press the menu button.

•       Scroll down to set-up and press OK.

•       Select scan for channels, and press OK.

•       Press the green button to start a channel scan.

 

Leaving the DTR on standby overnight:-

•       You must not switch the box off at any time. After viewing simply put the DTR into standby. If you remove power, you will lose the EPG daily update (between 11am and 12pm) which will result in the programme downloads not updating your library.