We’ve had a number of reports that Top Up TV boxes made by Thomson have started locking up (showing an orange light) and refusing to start. It seems the problem started on the 3rd of May, over the Bank Holiday weekend.
It seems that the issue affects the Thomson DTI-6300 Top Up TV Anytime boxes. They are failing to come out of standby mode, displaying a constant amber light, or getting caught in a restart loop.
The affected Thomson DTI-6300 Top Up TV Anytime box
Top Up TV is aware of this problem and their call centre has been swamped with calls. The issue seems to relate to a faulty electronic programme guide (EPG) download on Sunday morning.
Top Up TV’s site is now providing information on a way to get affected boxes running again. The first thing to try is to disconnect the box from the mains for 20 seconds and get the box to try to start normally. If this doesn’t work – try it again. If there’s still no joy, the next step is a rather fiddly process that results in the hard drive being formatted – which will trash all of the recordings held on the box.
Obviously this is a pretty poor show, and we’re getting reports from users very unhappy at a) this happening over a Bank Holiday weekend, and b) their unwatched TV shows being zapped.
If you’re affected, for reference, here isthe procedure for formattig the box, as outlined by Top Up TV:
Procedure: Front Panel Reset (Reformat HDD)
Attention: this will unfortunately cause your recordings to be lost.
- Remove power to the unit by removing the power cable from the back of the DTR.
- Wait 20 seconds and restore the power cable while holding in the standby/power on button on the front panel of the DTR.
- Release the standby button immediately you see a light ‘blip’ on the DTR front display and then immediately press the following front panel arrow buttons quickly and in the sequence Up > Down > Left > Right
- The DTR will now show the Orange LED with the Green LED flashing until the format has been completed in about 60 seconds. The DTR will return to ON automatically.
- If requested, perform a channel scan to complete the operation
Useful links:
Have your say: Add a comment, or if you want your comments heard on our next podcast, leave us a message on our podline answerphone: 0208 133 4567
May 5th, 2009 at 10:14 am
have tried disconnecting mains then pressing on/off switch as i put mains plug back in no “blip” followed all inst.can feel “pulsating ” on l/h side of freeview decoder.getting frustrated
May 5th, 2009 at 10:45 am
have tried the quick fix still no joy the toptv comment of they don’t how long to fix is not good enough maybe they should offer refund of 1 month subscription or update the programme with patch to at least
May 5th, 2009 at 10:48 am
have tried the quick fix still no joy the toptv comment of they don’t how long to fix is not good enough maybe they should offer refund of 1 month subscription or update the programme with patch to at least
May 5th, 2009 at 10:57 am
i would never by one of these boxes again they are clearly CRAP
always missing a recording or freezing up never AGAIN ! ! !
May 5th, 2009 at 11:06 am
have tried everything to no avail.every night for the last week the box switches off at midnight and is off for at least an hour.i’m not very happy to say the least.until this is sorted all subscriptions should be refunded!
May 5th, 2009 at 11:10 am
This is very frustrating indeed – I have tried both procedures suggested on the Top Up TV website and neither of these has worked! I have also tried to phone Top Up TV and have been cut off 3 times before even getting to speak to anyone!!!
May 5th, 2009 at 11:11 am
the box switches itself off during a programme and doesn’t reboot for some time afterwards. I have tried all the recommended solutions but none of them work. Perhaps this is the time to acknowledge that top up tv is past its’ sell by date. Most disconcerting of all is that I am unable to make contact by ‘phone and my emails remain unanswered.
May 5th, 2009 at 11:17 am
HI HAVE TRYED ALL THIS AND STILL NOTHING FROM MY BOX ,I SPENT A LONG TIME TRYING TO FIX THIS ,AND EVEN CALLED A DIGITAIL ENGINEER OUT ,AND HE REPLACED MY AIREL BUT STILL NOTHING, WE SHOLD GET A REFUND ,AS THIS IS NOT THE FIRST TIME THIS BOX IS JAMED UP ,WAT A SERVICE , ,ITHING I WILL GO TO SKY , JOHN TORQUAY DEVON
May 5th, 2009 at 11:36 am
I put another hard drive in and it worked perfectly with the box.No problems starting it up. It is not version 3.59 because it worked perfectly with the other drive. Put affected drive back in and guess what … Amber light on startup…
Have had to reformat disk. disconnected all cables. While reineserting power cable held standby button down then when orange light appeared did up down left right buttons on front panel.
Now working o.k. (Library empty) (until the next fiasco!!!) Lost hours of unwatched shows.
It is not the box. It is something in the hard drive.
If It was a personal computer you would think there was a virus in the boot files!!!!
May 5th, 2009 at 11:43 am
I have tried the quick fix by unpluging from the mains and pressing on/off button on the front of DTR to no avail.
Until the problem is sorted all subscriptions to TopUp Tv should be refunded, If this is not done i will cancil my subsciption
May 5th, 2009 at 11:44 am
have tried everything you said several times to no avail still getting light flashing on left hand side of box pleeeeeease help us get this sorted its very frustrating ken from westmidlands
May 5th, 2009 at 12:07 pm
Procedure 2 worked the first one didnt i can wacth tv now yay lol thanks for the info
May 5th, 2009 at 12:39 pm
aaaah! i really want thomson to have to listen to my 2 year old repeatedly ask for such and such prog that has been recorded in the library but is not available any more as the box has the same prob as others aaaaaah!
May 5th, 2009 at 1:11 pm
tried all your suggestions,but do not want to lose whats on my hd.i feel like everyone,there should be some payment made for loss of use or stored films.ray
May 5th, 2009 at 1:12 pm
As above, tried both fixes but absolutely nothing – what next. This has happened before to us – and on that occasion we had to send the box back and we received a replacement box at no cost to us. Like others we had fav recordings together with a spoilt weekend of viewing.
L Hill, Liverpool
May 5th, 2009 at 1:30 pm
This is a MAJOR problem,and apparently a known fault for some time. I think everyone should return their units to the supplier,ask for a refund/alternative set,they are not fit for purpose.As a former Senior Production Manager for PANASONIC i feel qualified to give this opinion.This should shake them up.
May 5th, 2009 at 1:35 pm
Have tried all the instructions, including the one where we loose everything – still nothing. This is a poor show. I agree about a refund.
May 5th, 2009 at 1:52 pm
We have tried all procedures as suggested on internet, but to no avail. Rang Topuptv at least a dozen times.Call drops out after 20 minutes without getting through to anyone. What is going on ?? Why has TopupTv not spelt out axactly what has gone wrong and advised how long this situation will remain? Are we all to get recompensed for loss of service? DO they care about their Customers ?
May 5th, 2009 at 1:59 pm
this service to say the least is crap you must refund, we had this at Christam to, and lost all we had saved Eric H Walsall
May 5th, 2009 at 2:20 pm
I have tryed the quick fix loads of time no joy!!!!! Can’t get topup on phone. what are you doing to fix this problem! Lou Blackpool
May 5th, 2009 at 3:15 pm
I also have tried doing what is is telling you to do with no joy. Getting very frustrated with it all how long does it have to go on for before the do something about it
May 5th, 2009 at 3:48 pm
have tried both procedures to no avail on DTI-6300. Have refitted my old DHD4000 and it works perfectly. So it looks like the DTI-6300 disc drive is corrupt. Cannot get Setanta loaded up. I am going to Tiscali and never use Top Up TV again I tink ther conning us and have gone bust witgh the recession, so everyone cancell your subscriptions
May 5th, 2009 at 4:10 pm
Not happy, not happy at all. Tried a soft reset many times – no joy. Have to do a hard reset now and lose some much favoured recordings. One month’s subscription won’t satisfy me for this one. Thompon and TUTV, you’re useless. This time I’m voting with my feet and I’m off to get my freeview elsewhere!
May 5th, 2009 at 4:36 pm
Thank you for the information you gave to tackle the orange light problem. I spent a couple of hours trying to correct the fault on my equipment with your 1 and 2 instructions. If it helps, you should persevere and make sure you are doing it properly and you will get there in the end. I did! Top up tv is a great service. Thank you!
May 5th, 2009 at 4:42 pm
I feel really let down. Have performed all the tricks to no avail. My last box I passed on to a neighbour, which is fine for her,as it is working.I could spit nails!
May 5th, 2009 at 4:44 pm
I had THREE of these boxes before doing what I should have done in the first place .I FINALY BOUGHT HUMAX. NOT a pick of bother.
These horrible Thomson top up tv boxes gave nothing but bother wiping out recordings ,missing out recordings and resetting in the middle of playback wiping the whole disk.
My recommendation is NEVER BUY A THOMSON BOX. BUY HUMAX WHICH ARE THE BEST AND MOST RELIABLE even though Humax aftersales service is lousy.
May 5th, 2009 at 4:50 pm
Have tried all your quick fix methods none of them work. The set top box is just continuously turning it self off and on with the orange light remaining alight.Afraid you have a problem thats why i am cancelling my subscription you broken your contract im breaking mine. jon
May 5th, 2009 at 4:53 pm
Have only recently bought this box and cannot believe how bad it is or the customer service. Have also tried both fixes to no avail. Have rang TUTV head office and was told there was a fault on the customer service line{How Convienient}Has anyone any suggestions apart from going to their head office for our money back or maybe contacting the newspapers Nick
May 5th, 2009 at 5:03 pm
yes again i have tried , nothing working , cant get through on the phone , lost all my Tv over the weekend , what a mess , lets all ask for a complete refund ,box as well,or send it to Watchdog
May 5th, 2009 at 5:51 pm
Aaarrrrrrrrrrrrrrrrr!!!!!! I hate Thompson DTR boxes. This is my 3rd one in under 2years. Each one has had different problems but this latest one is the worst….Why oh why do they keep making them hey!
I now refuse to have a forth one sent. When and I say “When” I finally get to speak to a live person “not a voice recorded msg” I will tell them where to shove their box not to mention my phone bill now at over £10:that’s just for being left ON HOLD numerous times! Please I beg you NEVER join up with TOP UP TV. One for WATCH DOG me thinks!
May 5th, 2009 at 5:53 pm
Same story as previous user, the Thompson box appears totally unreliable and no help service from top up TV. If this problem is down to a faulty download from TUTV I think it should be refered to the watchdog plus refund and new box.
May 5th, 2009 at 5:54 pm
PLEASE READ – I have a Thomson Box and I have managed to get the first procedure to work quite easily. Timing is very important!!! I cannot stress that enough. I have managed to save all my recordings and after to speaking to TopUpTv customer services have even got a free replacement remote for my broken one. Keep trying guys, been running fine for over 2 hours now.
May 5th, 2009 at 6:28 pm
oh my gosh, I am exhausted! – have tried both fixes, numberous times, to no avail. It’s not easy holding in that little button whith one hand and trying to plug the electric thing back in with the other and just the aid of my knee! I think I am going to cancel and go back to sky, because this just isn’t worth it, and the little one won’t be happy as she has a load of Hannah Montana on there somewhere…….
May 5th, 2009 at 6:35 pm
i also had trouble tried all top up surgestions to no avail rang up top up many times to listen to their music at my expence in the end brought new box all fine for now from valerie
May 5th, 2009 at 6:36 pm
Finished work Sunday morning , came home in pouring rain, looking forward to sepnding rest of the day feet up catching up on weeks recordings over Sun/Mon holiday.
Get this instead ! Have also tried phoning/ both suggestions
No joy.Can’t get through on phone.JUst recycles through reset. Had this box since Xmas but stuck with Top up from it’s early days, But now extremely fed up !
May 5th, 2009 at 6:38 pm
further to my last ..decided not to give up … tried to switch on using remote and hey presto – we’re back on. Have totally lost everything in the library .. but at least I have something to work with until we get sky sorted out! Just got to work out how to cancel current subscription … good luck everyone : -)
May 5th, 2009 at 6:46 pm
I have had a Thompson Top Up tv box almost from the start. When it first arrived and I saw that it was a Thopmson product my reaction was “Oh no”. I have had bad experiences with Thompson products and so have friends and relatives. I would NEVER EVER recommend anyone to buy a Thompson product. The box worked at first with no glitches but after a few weeks the problems started…. locking up…rewinding back to the beginning of a programme instead of moving back at a chosen speed for a short time…. jumping backwards when trying to fast forward during recorded programmes etc etc. Calls to Top Up TV produced no help and when the box locked up again I finally had had enough. Top Up TV sent me a reconditioned box (we can all guess where that came from, can’t we?) but very soon the same problems arose with this box too!!! Now the latest fiasco at Bank Holiday weekend and the reconditioned (HA, HA) box has locked up and won’t re-boot. The entry in the list of comments timed at 5.36 P.M. is obviously a plant from Top Up TV, they insult us by thinking we could be fooled by their poor attempt to con us. They should have put a couple of spelling mistakes in it, it may have seemed almost authentcic had they done so. The Thompson box is as shoddy a piece of kit as I have ever had the misfortune to buy; had I known before I arranged to subscribe to Top Up TV that it was going to be a Thompson product I would not have contemplated subscribing in the first place.
From Lee Jams in Hampshire.
May 5th, 2009 at 6:47 pm
I am disgusted with the service
provided by Top UP Tv. Over the past few years I have encountered
many problems.
Today I have tried the suggested actions. But to no avail.
Several times I have tried to contact customer services and the response I got was 15 minutes waiting to connect, then 20 minutes waiting to connect and the response I got from a recorded message was one tip then suggsted that I took the followin actions but no advice was forthcoming. I am 71 years of age and should no have to put up with these problems
at my time of life.
Signed Tony disgruntled OAP
May 5th, 2009 at 6:48 pm
Thanks for this useful article! I was very confused as to what had happened to our unit, but after finding this information, I had the box working in about 2 minutes – just one attempt at solution 1. All my recordings in place, right where I left them. Most relieved! Printout retained for the next time…..
May 5th, 2009 at 6:50 pm
Hooray!!( OR IS IT??) DTR now working BUT lost all my recordings. Still should be compensated I reckon.
May 5th, 2009 at 7:09 pm
Thanks for this, Option Two – The hard reset worked. Luckily we didn’t have anything saved that we didn’t mind loosing.
What a pain in the rear this was!
May 5th, 2009 at 7:27 pm
We are back on !
Disconnect electricity supply cable at the back of the box, press the on/off standby button ON and OFF, ON and OFF as you put the cable back in,keep doing this – then as soon as the red light appears again press the MENU & then the OK button.After about a minute the red light should change to full red and service should be resumed ! This worked for us.
May 5th, 2009 at 7:30 pm
I acted on my recommendation and returned my box to supplier,along with several printouts of complaints.Had a refund and purchased a different make, Now working OK,
May 5th, 2009 at 7:53 pm
MIKE B. WE HAVE BEEN HAVING SMALL FREEZE UP AND RE-BOOT PROBLEMS WITH OUR THOMPSON BOX FOR A FEW MONTHS NOW, UNTIL THIS WEEKEND IT NOW GOES IN TO SHUT DOWN AND RE-BOOT MODE FOR NO REASON,WE GET A LOT OF NON RECORDED FAILURES, AND HAVING TRIED TIME AND AGAIN THE START UP PROCEDURE AND IT STILL DOESN’T WANT TO KNOW, WE ARE LIKE MOST CONSIDERING GOING TO SKY, RALLY FRUSTRATED, AND YES WE SHOULD BE ENTITLED TO A REFUND OF SORTS
May 5th, 2009 at 8:03 pm
have got it up and running trick i think was option two plus disconnecting all imputs before attempting , wish i hadn`t bothered united now 3-0 up.
May 5th, 2009 at 8:10 pm
I have tried all you said will fix it still no topup tv. I pay by direct debit I will be canceling it
May 5th, 2009 at 8:30 pm
I might now be “back on” with the box, but no sign of top up tv anywhere! Nothing at all under customise in the menu nor can I pull up anything in the guide area ….. is this temporary, or am I really stuck ?
May 5th, 2009 at 8:39 pm
moy said Has anyone an address of topup tv,been on to Trading Standards,need to send a recorded letter canceling my subscription,can,t find an address to send the letter to,can anybody HELP.
May 5th, 2009 at 8:44 pm
Found this under terms and conditions
Top Up TV Anytime is operated by Top Up TV Europe S.a.r.l. Top Up TV Europe S.a.r.l. has its registered office at 5 Rue Goethe, L-1637 Luxembourg. Information correct at time as of January 2009.
seems to be it but still working my way through.
May 5th, 2009 at 8:49 pm
Sorry ignore my last, for postal I think this looks best
For correspondence, write to PO Box 801, Kirkcaldy, Fife, KY2 6WW or email enquiries@topuptv.com.
But have a scan through terms and conditions, which is in the really faint/feint writing at the bottom of all the pages on the site.
May 5th, 2009 at 8:53 pm
Re my earlier comments:-
I think Tesco staff must have been sick of the sight of these Thomson boxes.I suggested they should stop selling them after I had took my third one back.The guy at Tesco said to me that they can only take things off display only after so many returns and if I went back the next day I would probably find the shelf cleared because they had quite a few returned.Getting my money back from Tesco was the best thing about these rotten boxes.Never had one problem since getting the Humax in December.
May 5th, 2009 at 9:11 pm
i have just finished typing a letter to topuptv cancelling my subscription as i feel that this is one too many problems that i have experience and that the Thomson box when working is far too noisy
May 5th, 2009 at 9:13 pm
Hurray my partially sighted husband has managed to fix the Topup mess up, using the control buttons,as one of the letter writers suggests,so dont give up there is hope for us all,if you hav’nt thrown the Thompson thing out the window yet. Till the next time.
May 5th, 2009 at 9:51 pm
JUST FIXED IT AFTER TWO DAYS TRYING DONT GIVE UP YOU WILL GET THERE.
May 5th, 2009 at 9:52 pm
tried everythig suggested from thompson to advice from comment still frustrated
May 5th, 2009 at 10:06 pm
I have tried all procedures as you have suggested on the internet, but sadly to no avail. Rang Topup tv all this afternoon to tell them something has gone wrong with box to get advice, but it was very difficult to get through to speak to someone either they have all gone to sleep or do they really care about their customer?
What is going on!!
Lenny ….from Bridgwater
May 5th, 2009 at 10:43 pm
have tried every suggestion but without success. was able to watch the cricket all afternoon on Satanta but when i switched over to another channel the box switched itself off. it switched back on again but froze when i tried to play back a recorded programme and the guess what? it switched itself off again. this matter will only be resolved by taking legal action.
May 5th, 2009 at 11:15 pm
Have tried everything everyones said and not getting anywhere my box isnt doing any “blippi” lights or anything it just hums when plugged in any other advise please
May 5th, 2009 at 11:33 pm
Boo fucking hoo. Never heard such ridiculous, pathetic comments in my life. Sure, I own one of these set-top boxes, and the procedures don’t work. Compensation? For a recording? You’ve got to be joking. Why on earth would a hardware manufacturer compensate the customer for a recording of a programme they receive and view for free? This is simply absolute greed.
Switch the TV off, and read a book. Go outside. Go meet up with friends.
May 6th, 2009 at 12:11 am
Who ever left that comment at 12.33 should go out side too – probably spends too much time infront of the computer !!! ( At least I have an excuse I have just finished a late shift!)
Anyway have had to erase hard drive – library empty but look on the bright side 87% of hard disc space free now (until the next fault).
Its been a long few days but now it is back working. During the reset I disconnected all cables scarts and ariels.
May 6th, 2009 at 6:49 am
THANKS THOMSON for your info on repairing box worked 1st time despite loosing all my unwatched programs. I have been using your boxs since they came on the market and i have brought hundreds and recomended your boxs many times. As im a tv engineer and i dont want to get a reputation and destroy my buisness through wrong guidence to others. This has been my only fault although i would say PLEASE THOMSON get this sorted out when you next send out upgrade info as id really hate to go elsewhere. GOOD COMPANY, GREAT BOX, DONT MAKE ANOTHER NAME FOR YOURSELFS OVER FAULTY SOFTWARE.
May 6th, 2009 at 9:21 am
top up tv RUBBISH this should not happen.. i am sick of trying to fix it now am going to freesat good riddens TOP UP TV
May 6th, 2009 at 10:01 am
Tried to re-boot box this morning before work but no luck. Thinking of going to Argos and getting a Bush model. Spent nearly three hours yesterday un doing cables, pressing in order on front panel etc NO LUCK also spent about 40 mins in total on mobile phone which has done my bill a lot of good spent evening watching dvd’s instead to calm temper. WHAT IS TOP UP TV GOING TO DO FOR IT’S CUSTOMERS?
May 6th, 2009 at 11:31 am
This problem hit us on Monday as well, did the usual..pull out plug etc but to no avail. Phoned up yesterday and got a message to reformat (but would lose saved recordings)did this and it works now…. Pissed off that when I entered topup site that I could have tried the other option and the saved stuff could have been saved….Is this an annual problem with these people as there was a similar situation last year but I recieved a free month and a new box then
May 6th, 2009 at 11:52 am
re top up tv as with other callers just got cut off after 20 minutes have tried both options nothing why arent top up tv doing anything or at least giving us some information even if its only to tell us to move to sky get no box or better still listen to the radio oh sorry cant do that cant switch the box on
May 6th, 2009 at 12:10 pm
SHITE TOP UP TV shite top up tv
May 6th, 2009 at 12:49 pm
As most people my box would not operate on Sunday. Got very frustrated trying to speak to someone for help. The web & recorded advice does not work. BUT THIS DOES and you don't lose your library.
Un plug for 20 secs then re connect & keep pressing on/off then when you see the light press Menu then OK, wait for a minute & hopefully you're up and running
May 6th, 2009 at 12:54 pm
Does anybody know if Top up Tv bosses read these comments? and by listing to us ‘THE PAYING CUSTOMERS’ will they get the hint that all’s not well with their rotten boxes and DO SOMETHING ABOUT IT?
May 6th, 2009 at 2:03 pm
top up tv are a typical buisness which seem to exist evrywhere now. ie, they know that what they offer is naff and are just trying to milk the last penny out of all of us saps who are still paying for it. Extra box’s in case we miss some downloads!!!. Dont make me laugh! Your shelves are heaveing with them ‘cos people are getting wise and you cant shift them.
May 6th, 2009 at 2:34 pm
this is my second topup tv box I returned the first one whilst still under guarantee luckily my second box is also still under guarantee so guess where that one is going but it will be for a refund this time I am so not happy with the thought of losing my recorded favourites some of which I still havn’t watched
May 6th, 2009 at 3:28 pm
what utter crap have tried everthing they said about a dozen times und still no joy have tried phoneing constanley from sunday either get some stupid music or just get cut off subs now canceled
May 6th, 2009 at 5:42 pm
It wouldn’t work if we tried it as soon as we plugged the machine in. Ours kept rebooting itself, we waited until it turned its self off then did the instructions and it worked.
May 6th, 2009 at 6:09 pm
have tried all the advice but to no avail had nothing but trouble since buying this box we are so sick of it we are going back to sky at leastyou can talk to sky when theres a problem
May 6th, 2009 at 6:51 pm
Go to TopUpTV web site, click HELP CENTRE and follow instructions for – ‘what to do if you have a solid amber light’ using the MENU and OK buttons. I tried this three times and it worked on the third attempt. Reverts software to version 2.99 but works none the less.
I have to say that this is my first problem in the 5 months I have had the box and I am more than happy with it.
Ian S
May 6th, 2009 at 7:10 pm
Spent last 3 days doing all suggested. Gave up.Came home from work tonight Seems to now work AND has kept recordings.
Good
May 6th, 2009 at 7:15 pm
i had to try quite a lot of times, but the ‘Menu’ ‘OK’ solution worked in the end – and i kept my library
May 6th, 2009 at 8:46 pm
Followed 'solid amber light' advice i.e. menu & ok and have got tutv back up with full library. Thanks ever so much. I was about to reformat and am soooo pleased I didn't. Kids will be happy they still have their saved programs. Cheers….
May 6th, 2009 at 9:24 pm
Brilliant! This suggestion worked first time – kids will think me a technical genius. Loss of recorded programs nothing compared to riot if babysitter could not watch George Clooney return to ER tomorrow night!
May 6th, 2009 at 11:17 pm
I’ve tried everything that everyone has offered on many forums, and nothing works.
If a car repair garage breaks into your car in the night, fiddles around with your engine, and leaves it in a state where you cannot start it in the morning, you’d have a case for compensation. Why is this so different? Someone tell me . . .
.
May 6th, 2009 at 11:40 pm
Hi there! I had the same problem over the bank holiday weekend with the box locking up. tried the advice given in number one and it worked. It took a little bit of time to correct the fault, but I did it. The advice was right, it really is all in the timing to restore to working order. So please folks! dont be disheartened. keep at it and you will get it sorted. It really does work.
May 7th, 2009 at 7:51 am
Glad that some people are back on. HOWEVER caution. I tried to delete an old programme from the library & guesss what, the box locked up again, not usual. So un plug and back in again and the box won't come out of stand by again. So had to go through option one again. It took three goes, but working. Best to leave well alone while its working. Its never boring being a TUTV Customer(soon defecting to sky)
May 7th, 2009 at 8:47 am
Box still not working, when i managed to talk to a human being, (after waiting 22 minutes on the phone) even the customer rep said that it sounded as though my box would not un lock as I had spent nealy 3 afternoons and evenings after work to fix the box,since Monday, so I am getting a replacement box sent out on Monday(I HOPE)
May 7th, 2009 at 1:28 pm
I also have had a problem with ‘amber light’.
Could not get through to help center…..@ 10p per minute dreading phone bill.
Did get a reply to my e-mail and after carrying out instructions the box works but every top up TV download has been removed as it was ‘corrupt’UHggggg.
This is socking and I’ll be interested to see if ‘Watch dog’ take it up.
May 7th, 2009 at 2:49 pm
i am unable to do what is asked as i am an old person what help is going to be given to old and disabled people who can not do this for there selfs who also cannot pay to have an engineer comein to fix it i ask the people on top up who answer the phone are not very help full.from pissed off
May 7th, 2009 at 3:55 pm
i thought i was the only one to have problem reeding all the comments i to am ringing sky today and canceling my subscription
May 7th, 2009 at 4:32 pm
After reading your letters we tried the On/Off button (on the remote) over and over again, then the menu button and OK and guess what, it worked after nearly five days of lock-off. Feel we should be entitled to a refund of one month for all the agro it has caused. Be Sky TV next time
May 7th, 2009 at 6:02 pm
im allways having trouble with my box.me and my kids getin fedup with it.somtimes we dont even get anythink downloaded.its allways crashing and have to keep turning it off by the plug.just getin tired of it.its not fair.
May 7th, 2009 at 6:39 pm
Me too folks but got a replacement box type DTI6021 today from Argos that ran up and tuned in very quickly. All usual freeview progs back now. Just one tiny problem – cannot record any of them since damned box has no hard drive!!! Also very old version of software for TUTV. Simple solution – back to Argos tomorrow and demand a full refund.
Best of luck to all.
FED UP WITH THE WHOLE AFFAIR
ISLE of WIGHT
May 7th, 2009 at 9:26 pm
Well, as i said on Tuesday, I followed the advice, eventually got there with number 2 and lost all recordings. could have been worse I thought …. it was. Have had nothing on top up tv since thne. Have re inserted card, turned box off – if it will let me! even that isn’t working. Won’t record. Won’t pause while in live tv. Essentially, as I have freeview on telly this is no use whatsoever at the mo.
Emailed topuptv and they sent reply telling me that if it was freezing up to do as the beginnng of this thread says, so obviously haven’t read my e-mail.. So now I am paying for something that I don’t get. Have had box 2 months and don’t know how to get refund – bought off top up web site – wish I’d gone to Tesco! And have no idea how to cancel direct debit!
Surely it’s got to be easier than this!
Fed up with the whole thing now ….
May 7th, 2009 at 9:52 pm
I have had the same problem as many here – it started on 03/05/09.
First problem I have had with the box.
Tried all the different fixes numerous times to no avail.
TUTV have just delivered a new box today – didnt even bother collecting the old one so I presume they are confident its completely knackered.
When I finally got through to TUTV I was told that it was a corrupted download to change ‘living’ to ‘home’ which has caused the problem. The guy I spoke to said he was aware of over 40,000 people being affected.
Thats a lot of replacement boxes !!!!
I went back to SKY for a few days with my old box – just the basic channels – its crap compared to freeview to be honest I am going to perservere until SKY realise they are ripping us all off – I have loads of mates who have ditched SKY in favour of the freeview service
May 8th, 2009 at 9:10 am
Yes same thing orange light, only the last resort got the box working again so all recordings lost. But then the screen kept freezing only to completely pack up the next morning with a black screen telling me no aerial signal. Funny how when I plug in my old £12.99 freeview box it works fine and so do the TV’s UHF basic channels, just can’t record anything! Off to Argos today to get my money back and buy a Humax PVR9300T HDD Twin Tuner recorder(Brilliant Reports!),with a CAN slot for Pay TV i.e.Sentanta Sports. Spoke to Top up TV this morning, apparently the Top up TV card doesn’t work in this CAN slot and they won’t sell you the card seperately so gave them a chance but it looks like bye bye Top up Tv, your loss not mine!
May 8th, 2009 at 11:49 am
Finally got booted up again by moving the box near plug so could press the on/off button and continue when switching on, then menu ok as soon as red light up. Had me worried cos it then went three coloured lights flashing green then back to solid red but could tell by the sound it was booting. Left it alone for one hour and hey got the green light. Have still got all my recordings too. Don’t give up hope, folks!
May 8th, 2009 at 12:06 pm
I tried the menu o.k. method to restore the box. It worked after a few attempts but then when I removed the power the box just failed again. Back to the amber light.
Ebventually did the up down left right method to wipe the box clean. Has been working fine since. Did a channel scan immediately afterwards and full 14 day EPG restored with series links (but that took 24 hours – leave box on standby on chanel 5 between 9-12 a.m. for the series link EPG to be restored)
May 8th, 2009 at 6:00 pm
Tried for 3 days to get it out of stand by mode as per instructions on their Web site – no luck Eventually contacted them. Was informed that there is a fatal error with this apparatus and they are sending me a replacement.
The box was working fine up until the digital signal in our area of Devon was changed.
Keitmarg
May 8th, 2009 at 8:26 pm
I have cancelled my subscription and top up tv is very fast to take £14.99 from my visa. when I phoned for the second time to topup(25 minutes of waiting per call) I was informed I have to pay 30 days rental for cancelling my sub. My box is still on perm standby orange light. The other reason I want to quit is having to watch repeats on repeats on old films.
Top Up TV is going bankrupt nest month…Thomas Chan.
May 8th, 2009 at 10:04 pm
Got my box to work by using the up down left right technique – remembering to press the standy button on and off until the light appears. This worked first time – tried the menu+ok method prior to this – gave up after half a dozen attempts.
hard drive is wiped, but at least it’s working again. For now.
Glad to read i’m not the only one who suffers from lock-ups, corrupted recordings, missed recordings (this happened more frequently in the run up to the bank holiday)etc etc.
misery loves company, right?
May 8th, 2009 at 11:43 pm
tried the first solution did not work so tried the second option this one worked lost programmes in library but not bothered about that at least the box is now working thanks for the advice top up tv
May 9th, 2009 at 12:07 am
totally fed up with trying to fix this pain in the…..!the box is now sounding like it’s on the boil all the time even to the point of disturbing the dog.please sort the problems out.we are paying for nothing!
May 9th, 2009 at 7:01 pm
DON’T RE-FORMAT!!!!
Having been away on holiday, only to find my Thomson box had crashed and refused to re-boot, I found the following information which works. Don’t go to the extreme of re-formatting your drive and losing all your programmes as this works. You will have to be a little patient as it seems for a while to not be working, but after a wait, the red light will return, rather than the horrible, stubborn orange light! Here goes: -
What to do: if you have a solid amber light If the power light on the box will not change from solid Amber to solid Red then it is possible that a problem has occurred with the current in use software. Before attempting a fix, power the box off and on at the power socket and then wait at least 5 minutes for the solid RED lamp to appear.
If it still remains solid Amber and the box will not come out of standby to ON (Green light) then this can be corrected using the software revert procedure which is done using the box front panel buttons as follows:
1. Remove power to the unit by removing the power cable from the back of the box.
2. Wait 20 seconds and then restore the power cable while pressing the standby button repeatedly on the front panel of the box.
3. Release the standby button immediately when you see a lamp flash on the box’s front display, and then immediately press the following front panel arrow buttons in this sequence:
- Menu
- OK
Note: you have to do this quickly and in sequence
4.The Orange light will flash and the STB will then reboot and should return with the previous version of software.
5. The box will now be running with the previous software version but it will automatically update with the latest version within approx 2 hours and you will be notified by message which will appear in the Message area within the Main Menu.
If you’re still having problems please call 08444 159 159 and a member of the Technical Team will be happy to help.
May 9th, 2009 at 11:08 pm
I wanted to say something but when I read everybody’s comments here, it’s already been said: the anger and frustration; been there like everyone else.
I’ve thought of taking my box back to Argos, where I bought it, for a refund, but as it’s now working all right, after following the instructions for the recomended fix, I think I’ll give Thompson one last chance to sort this cock up out, if only for their remaining customers hanging in there.
Therefore, I think Thompson TopUp TV should give everyone affected by this calamity and upset a month’s free subscription as compensation for their mistake, along with an unreserved apology and a reassurance that they’ve got it sorted once and for all (until next time). That way, if they’re lucky and as really bothered about it as their loyal customers are, they might still be in business this time next year. What about it Thompson!? Do we sack you or do you listen to your customers?
May 10th, 2009 at 8:05 am
why havent thomson offered compensation ?? this is such a poor service/ non-exsistant. I WILL CANCELLING MY TOP UP TV SUBS AND I ADVISE EVERYONE TO DO THE SAME – THAT IS WHEN I CAN GET THROUGH TO THEM
May 10th, 2009 at 11:46 am
this is a piss poor show by all of you…..the quick fix does not work…dtr box is now in the skip..will never buy one again
May 10th, 2009 at 1:43 pm
i had same trouble as everyone else last weekend ,and was about to discard this box but after a week found the instructions on web site followed them for about half an hour then hey presto! the box worked again,,but iwould not buy another one too much trouble needs re-booting too often and is not reliable for recording it freezes too much.
May 11th, 2009 at 12:20 pm
After numerous attempts & many calls via 08712712712 which will appear on my phone bill from BT, At Last I seem to have regained your programme by!Pulling out the Plug, leaving it out for 20mins, rescanning,which took ages,when scan completed,turning Top Up off, turning TV off, turning TV on turning Topup on & abracadabra all is now OK?I hope.
May 11th, 2009 at 6:13 pm
HI all,
My Thomson box diplays a constantly red light, I have spoken to TOTV and they say it is nothing to do with the download.Amazing as the problem started that Sunday. Has anyone else got this problem
Paul
May 11th, 2009 at 7:25 pm
Just like to say in brief do not buy a top up tv box it it rubbish. Constant freezing missed recordings, hard disk crashing its all too much if you just want to watch tv and enjoy it.
The worse purchase i have ever made.
DO NOT BUT A TOP UP TV BOX
JOE LONDON SE
May 11th, 2009 at 7:41 pm
I suppose you lot are lucky, my unit wont even light up, no lights nothing the whole thing is dead.
Ive saved all my egypt programs on this device and now they have all gone, ive tried to ring, no luck there either, so what do I do now?? this firm is absolute rubbish their product is flawed and they deny all responsibility for their actions. They need a lesson in customer relations and try to get back on track or lose the people they want to sell too.
If anyone has any ideas other than bin it I would be very interested to know how to get it back up and running, like I have said there are no lights lighting up at all, ANY IDEAS tHANKS
May 11th, 2009 at 7:56 pm
Does anyone know the way to get the programs stored on this device over to a pc, or is that too easy. any help would be appreciated
May 12th, 2009 at 10:07 am
Read through so many fixes, tried all of these since last sunday, I’m technical minded so i’m not doing anything wrong. Tried up down left right and menu ok options, none of these work, I really can’t be bothered to call the idiots. I know the disk formats fine as i get the green flashing lights for 20 seconds or so, but then it just stays amber and reboots itself again.
Absolute Joke that there fix is a wate of time. Most likely going to buy a new digi box and send pieces of this box to them bit by bit.
May 12th, 2009 at 6:13 pm
How do you cancel direct debit, can I just do it through my bank? No further e-mails from top up, since their standard one and cannot get through on phone – not getting any top up, so don’t want to pay! Have also written letter, but not confident that will achieve anything either …..
May 12th, 2009 at 6:22 pm
While a day or so ago I felt a lot of rage to TOPUP TV a service call from them tonight has changed my perspective. THEY`RE SENDING ME A NEW BOX!! MINES TWO YEARS OLD AN WAY OUT OF WARRENTY BUT AS ITS THIER FAULT THEYRE REPLACING IT. Thats good service I think. Pity I`ve gone and got a freesat box but hey ho. Theres always EBAY. Brerrabbit
May 12th, 2009 at 6:25 pm
Bob Buttifant Says Top up TV is replacing my dead box for free. They accepted its thier fault . Bloody good what!!For those who try you can win!!
May 16th, 2009 at 3:15 pm
my box has not worked properly from day 1 i’m om my second box and this is even worse ruined our christmas and the snooker it locks up at the drop of a hat ,had enough cancelled my subscription sending the piece of crap back and i’ve only had it 7 months what a service.
May 18th, 2009 at 2:17 pm
Maybe I’m just lucky, but using a “LEFT-Up-Down-Left-Right” routine in the “long” fix sorted the problem and still left ALL my library and personal settings intact.
Whether it lasts we will see, but it has been ok for 5 days so far
May 21st, 2009 at 3:12 am
as a jester of good will top up tv should componsate everyone that has been afected. we were unable to watch anything or record over the period that the boxs were down
May 26th, 2009 at 2:37 pm
Hi,
I have one of the Thompson top up tv digital boxes and firstly what a load of rubbish they are. I just want everyone to know of a response that i received from Consumer Direct after i informed them of this matter. They have said that given the information that i told them which is that i have had 3 of these boxes since the service was launched in 2006. Consumer Direct have said that under the supply of goods act 1982/common law scotland. This provides that work should be carried out with reasonable are and skill and goods supplied as part of this service should be of satisfactory quality.If they fail to provide this then the trader can be held in breach of contractand claim compensation for any consequential losses resulting in the breach of contract.They have advised that a formal letter should be written outlining the complaint and should be sent to them via recorded post saying that their attempts to replace the box have clearly failed and request that they issue a refund. I have been advised that i should ask for a request within the next 7 working days and that it is adviseable to ask for a reasonable outcome,as if you are unable to resolve this with the trader,then ultimatley it will be up to a judge to decide in court. They also have added that as i purchased my box via credit card then you are able under section 75 of the consumer credit act 1974 which will make your credit card company equally liable unser the supply of goods and services act and that the card company should be informed of whatever issues you might be experiancing. It is about time that top up tv are held acountable for their mistakes. I have seen people that have said they have done just this and then very swiftly been given a refund so i say its well worth a try. All i know is top up tv will never again get my custom.