Problems with new UPC Mediabox / Thomson / EPG Remote

KeyserSöze

Hello all,

I just got the UPC Mediabox (by Thomson) this week but already the problems have started. Sometimes the remote works perfectly, but half the time it just goes nuts! I was trying to think of a more technical term, alas "bonkers" was my only alternative...

Symptoms:
- Unresponsive
- Build up of command sequence (when unresponsive) and then fires all those commands
- Randomly tries to select a channel number '5' or '4' or so on (when browsing, using volume, etc), and kindly tells me that the is no channel '5' or '4' or '2' (channels start @ 100) and then it returns to that really annoying UPC Info TV loop channel.

What have we tried:
- We have tried changing the batteries (twice): no dice.
- I have sat between two inches and 20 feet from the machine: no dice.
- When the system is not responding to the remote I have tried using the few buttons on the front of the Thomson/UPC box: they work, so the box is not 'dead'.

Would there be any interference from:
- My Macbook <> Netgear Wireless?
- Other random electronics?

As I say, probably 50% of the time it is perfect, but the other 50% is it as useful as a chocolate tea pot.

I have a call in with NTL/UPC, but sure...

TIA for any ideas!

dunworth1

this happens to me too but only sometimes
most of the time it works

i think its a software problem

KeyserSöze

dunworth1 wrote: »

this happens to me too but only sometimes
most of the time it works

i think its a software problem

Thanks dunworth1. This is more than "sometimes". This evening for instance we could hardly use the remote but now it is working OK-ish again. At one stage I had to actually get my a$$ off the recliner and press the buttons on the box to change the channels!! It is THAT serious people - I had to dismount the recliner! We have tried it from all sorts of distance and angles.

Clareman

Might sound stupid, but the batteries might be the problem, especially cheaper 1s, get new ones and that should sort it

KeyserSöze

No luck there - I've tried three sets, including brand new fancy Dura ones!

Irishdudedave

I have the same problem... Rang UPC loads of times, had an engineer visit..he replaced the remote...didnt fix it! Then he suggested that it was interference from other remotes (even ones not in use) and that we should move them out of the room...BIG SURPRISE, that didnt work! So he finally said that it must be a software issue on the box and that it would be updated 'Soon'.... Lots of help he was!

I find it usually happens when moving quickly through channels or menus...Best way to avoid it is to plug out the box every night (I know its not ideal if you have recordings set but I find that a hard reset helps it alot!)

KeyserSöze

Irishdudedave wrote: »

I have the same problem... Rang UPC loads of times, had an engineer visit..he replaced the remote...didnt fix it! Then he suggested that it was interference from other remotes (even ones not in use) and that we should move them out of the room...BIG SURPRISE, that didnt work! So he finally said that it must be a software issue on the box and that it would be updated 'Soon'.... Lots of help he was!

I find it usually happens when moving quickly through channels or menus...Best way to avoid it is to plug out the box every night (I know its not ideal if you have recordings set but I find that a hard reset helps it alot!)

Thanks Dave. I actually do shut it down each day while I am at work, and if I am not recording it is shut down at night and is only rebooted the next evening. At least you got to talk to somebody in UPC. I might do a bit of experimenting with moving things around / powering down other alliances, but the software issue would sound like the most likely cause.

Dardania

Irishdudedave wrote: »

I find it usually happens when moving quickly through channels or menus...Best way to avoid it is to plug out the box every night (I know its not ideal if you have recordings set but I find that a hard reset helps it alot!)

Whilst hard-resets are usually the simplest & most direct way of rectifying faults, I would suggest that unplugging your box at night may be counter-productive as I would imagine UPC roll out software updates at night when the least number of people are using their boxes...

ipodrocker

i have the new box installed in june and had it till october and they sent out and enginner and replaced it with the old pace box. thr guy said the new boxes software is bad and tends to freeze alot. Even tho the old box is working . UPC are a complete joke give you rubbish stories and rubbish equipment and now charge you more for it too!

KeyserSöze

I have to admit, the old Pace box was pretty sound. It might have frozen a few times, but at least it rebooted itself and responded to the remote!!

Last night's experience was a new one - I was watching a recording, got to the ad break, pressed the fast forward - hey presto, the box switched itself off and when I went back into the recording it was back @ minute 1... so I had to fast forward half way through the hour long program again!

It still random throws the number 5 at the box, trying to then change to a non-existent channel #5, and then defaults to that annoying UPC commercial channel advertising their great services. Ironic.

KeyserSöze

Ah the joy of it:

"Thank you for your email.

Please be advised that I will arrange for a remote control to be sent out to you. There will be a €25.99 charge applied to your account. Please return the broken remote and this charge will be credited to your account.

Please ensure that you include your account number when returning the remote so we can credit the account.

If you have any further queries, please do not hesitate to contact us on our freephone number 1908 or email us on customer.support@upc.ie
Kind regards,"

any further queries - does this include "why don't you answer your phones" and "why does it take you three days to respond to a query by email"?

carrollf

I just had this new box installed yesterday and already having same problems as mentioned above!! What software version are you guys on? Mine is 3.7.0.3 - is there a better one that I can update to?

Any other quick fixes for the "mind of its own" remote?

paulm17781

carrollf wrote: »

I just had this new box installed yesterday and already having same problems as mentioned above!! What software version are you guys on? Mine is 3.7.0.3 - is there a better one that I can update to?

Any other quick fixes for the "mind of its own" remote?

No, that's the newest one, released last week with little or no bug fixes. See the "dual recording goes live today" thread to read about all the pointless updates we got. :mad:

KeyserSöze

carrollf wrote: »

I just had this new box installed yesterday and already having same problems as mentioned above!! What software version are you guys on? Mine is 3.7.0.3 - is there a better one that I can update to?

Any other quick fixes for the "mind of its own" remote?

I find if you add a lot of patience... I still have my problems - I am just learning to live with them.

brenman48

HI, Does anybody know how to get the digital output connection to work with standard optical cables on the UPC mediabox, as in home cinema and dvd. I have home cinema system with the usual optical connection, but this box does not have the same.

highdef

It as an RCA/phono type connection for the digital audio. I think the actual socket is a black color. The analogue audio outputs are red and white for right and left, respectively. If you have a home cinema system, it should have at least one of these connections.

brenman48

highdef wrote: »

It as an RCA/phono type connection for the digital audio. I think the actual socket is a black color. The analogue audio outputs are red and white for right and left, respectively. If you have a home cinema system, it should have at least one of these connections.

Thanks for reply... With this cable connection, is it only possible to have three channel's or will 5.1 work thru home cinema(Samsung HT-TZ215)

Alun

brenman48 wrote: »

Thanks for reply... With this cable connection, is it only possible to have three channel's or will 5.1 work thru home cinema(Samsung HT-TZ215)

None of the channels on UPC transmit 5.1, or anything other than just stereo AFAIK, so yes in principle, but no in practice.

brenman48

Alun wrote: »

None of the channels on UPC transmit 5.1, or anything other than just stereo AFAIK, so yes in principle, but no in practice.

But was thinking that i should get something thru the home cinema. Have been on to a few electronic outlets stores, was told there is a digital convertor that can be plugged into the UPC. Not kept in stock...

Alun

brenman48 wrote: »

But was thinking that i should get something thru the home cinema. Have been on to a few electronic outlets stores, was told there is a digital convertor that can be plugged into the UPC. Not kept in stock...

Are you sure you don't have an RCA phono style digital input on your amp as well as the optical one? I'd be surprised if you didn't. In any case, even if you do manage to connect it somehow, the most you'll get out of your amp is some kind of "simulated" 5.1 from the 2.0 input supplied by the UPC box.

brenman48

Alun wrote: »

Are you sure you don't have an RCA phono style digital input on your amp as well as the optical one? I'd be surprised if you didn't. In any case, even if you do manage to connect it somehow, the most you'll get out of your amp is some kind of "simulated" 5.1 from the 2.0 input supplied by the UPC box.

There is digital audio output and left/right channel which would take RCA. The thing i don't understand is why nobody on any forum has asked this question. Also don't see why it has this type of connection, when all equipment in this area has optical output. Simulated 5.1 would be fine, better than just 2 channel.

Alun

I'm not sure that it's fair to say that "all" equipment has optical outputs, some do, some don't, some have both ...

Anyway ...

http://cgi.ebay.ie/Coaxial-to-Digital-Optical-Converter-Adaptor-Box-NEW_W0QQitemZ370182249222QQcmdZViewItemQQptZUK_Computing_CablesConnectors_RL?hash=item370182249222&_trksid=p3286.c0.m14&_trkparms=72%3A1301|66%3A2|65%3A12|39%3A1|240%3A1318

brenman48

Alun wrote: »

I'm not sure that it's fair to say that "all" equipment has optical outputs, some do, some don't, some have both ...

Anyway ...

http://cgi.ebay.ie/Coaxial-to-Digital-Optical-Converter-Adaptor-Box-NEW_W0QQitemZ370182249222QQcmdZViewItemQQptZUK_Computing_CablesConnectors_RL?hash=item370182249222&_trksid=p3286.c0.m14&_trkparms=72%3A1301|66%3A2|65%3A12|39%3A1|240%3A1318

Thanks for site......Well this box is recently only released, that is really what i meant to say. And does not make sense to have this connection....

inlimboland

Same problem here regarding unresponsive/mind of its own remote.
I even recieved a new cable box and new remote - it worked fine for a couple of hours and then guess what , yes you guessed -exact same problem as before:mad:
What is wrong with NTL? the level of incompetence is mind boggling

Cupart

So does dual recording work or not? :mad:

Mine doesn't and I'm on 3.7.0.3...

Cheers

AlanG

i'm getting the same issue - only have the box 3 weeks. on versions 3.7.0.3
the front panel buttons don't even work for me when it freezes so i don't think its a remote issue.

does anyone have the code to reset the upc part of the remote to the default?

south

Im having problems with subtitles on my UPC box for the last while. Every time I change a channel or a new program comes on on the same channel, the subtitles appear. I have to keep turning them off which gets very irritating after a while. Tried to get through to someone from UPC today but after a long time on hold, gave up. Still happening even after changing the card. Any suggestions on how to get rid of these permenantly?

dunworth1

south wrote: »

Im having problems with subtitles on my UPC box for the last while. Every time I change a channel or a new program comes on on the same channel, the subtitles appear. I have to keep turning them off which gets very irritating after a while. Tried to get through to someone from UPC today but after a long time on hold, gave up. Still happening even after changing the card. Any suggestions on how to get rid of these permenantly?

you have to turn it off in the menu section

press menu on the remote

go into settings

then into preference settings

set subtitle language to off

done no more subtitles

south

dunworth1 wrote: »

you have to turn it off in the menu section

press menu on the remote

go into settings

then into preference settings

set subtitle language to off

done no more subtitles

thanks for the reply. I've tried that but it keeps happening. I plug out the box most nights would it have something to do with that ?

dunworth1

south wrote: »

thanks for the reply. I've tried that but it keeps happening. I plug out the box most nights would it have something to do with that ?

when you change the setting does it turn off the subtitles

if it does is it when you plug back in the box the next day the subtitles are back

rrolfe

have you pressed the upc button on the remote and tried again ?
if you press dvd-r none of the buttons on the remote work untill you press upc again

mobby

Just received a new NTL box last Thursday and yesterday the same problems mentioned here have occured. no tech support working on sunday so try logging a call tomorrow though from what i read here dont hold out to much hope of a fix. knew I should have gone with SKY

KeyserSöze

mobby wrote: »

Just received a new NTL box last Thursday and yesterday the same problems mentioned here have occured. no tech support working on sunday so try logging a call tomorrow though from what i read here dont hold out to much hope of a fix. knew I should have gone with SKY

You mean the problems with the remote and its random craziness??

Mine have all but gone away now - I reckon it was due to interference from other devices, including my remote control based "green" power socket standby system. I now have a working system, but the planet is doomed.

LKAlias1989

I don't think it is the remote cos mine has the same problem and it is a real blood boiler when organizing my reminders in the tv guide menu it keeps escaping back to the channel I had on or it takes me to my recordings page or my reminders page for no reason. And my favourites also can be tough to go into as it doesn't even load them up and it just throws me back to the channel. I have noticed this gets worse the more recordings I have stored on the hard drive. I might just order the HD for the once off 40 quid fee.

The Machine

Hi all,

I am getting the very same issues with my remote control and it's driving us mad! Command build up, lag, volume button changes channel, jumping to channel 100 etc etc :mad:

I have a Thomson box (installed in January) with the following details:

• Hardware version: 6221 UPC
• Software version: 3.8.0.692
• Bootloader version: 01.11.01.10

Is anyone else still getting this or have the issues disappeared? Does anyone know if it is it a case of the hardware in some of the boxes being glitchy and hence a new box might fix the issue? Or is it just down to poor software?

Hingham

We had similar problems with the remote on the Thomson Mediabox.

I had an engineer out to look at it. He resolved it by setting "Energy Saving" to Off on our Samsung LCD TV. The remote now works OK.

Odd that this isn't in the FAQ.


David

Thomas

Myself and 2 friends from work have all gotten the Mediabox (living in separate areas of Dublin) over the last 2 months and we all have the same remote problems. I rang UPC and they said it was a common issue and try a factory reset. Tried it but it didn't make a difference. What a load of b*lox! They can't even get the basics right - WTF?!

mobby

Hingham wrote: »

We had similar problems with the remote on the Thomson Mediabox.

I had an engineer out to look at it. He resolved it by setting "Energy Saving" to Off on our Samsung LCD TV. The remote now works OK.

Odd that this isn't in the FAQ.


David

Many Thanks this sorted out my remote issue

Irishdudedave

Just saw this story on Sky News about energy saving bulbs causing interference with Virgin Media cable boxes... Could it be a similar problem with the UPC boxes?

http://news.sky.com/skynews/Home/Technology/Energy-Saving-Lightbulbs-Interfere-With-Telly-Remotes-Admits-Manufacturer/Article/201004215599703?lpos=Technology_First_Buisness_Article_Teaser_Region_5&lid=ARTICLE_15599703_Energy_Saving_Lightbulbs_Interfere_With_Telly_Remotes,_Admits_Manufacturer

ct5amr2ig1nfhp

I'm also experiencing the 'mind of its own' problem with the UPC media box.

I've tried all the suggestions in the thread and no joy.

Did anyone ever figure out how to fix this?

Thanks.

The Machine

I turned off the energy saving mode on my TV there has been an improvement. It's not perfect but definitely and improvement.

I originally thought that a power saving mode could have nothing to do with this issue but maybe there is something in it....

Leiva

Just got my UPC media box replaced and guess what ... Still the same shoite !

It's doing my head in .

Any suggestions anyone .

Sorry for raising the dead Thread .

sbcelt

mixednuts wrote: »

Just got my UPC media box replaced and guess what ... Still the same shoite !

It's doing my head in .

Any suggestions anyone .

Sorry for raising the dead Thread .

i have one:( its just a crap interface, very frustrating trying to use it

Big_G

Tried the energy saving thing on my LG tv. Seems to work nicely. Will post again tomorrow with an update.

Just as well really. If I ever see that chap thats on channel 100, the UPC info loop, I will punch him directly in the face. Directly.

Dardania

Big_G wrote: »

Tried the energy saving thing on my LG tv. Seems to work nicely. Will post again tomorrow with an update.

Just as well really. If I ever see that chap thats on channel 100, the UPC info loop, I will punch him directly in the face. Directly.

that's some energy saving technique there if your TV has a fist mark in it!

McSpud

Hingham wrote: »

I had an engineer out to look at it. He resolved it by setting "Energy Saving" to Off on our Samsung LCD TV. The remote now works OK.

Just browsing through here looking for solution. Same fix just worked for me on Panasonic tv. :cool:

barryj

Had issues with our Thomson mediabox when we changed TVs. It seems the Thomson and other boxes are a bit over sensitive to IR interference. Solution for me was to put a bit of masking tape over the sensor on the media box. The remote still works fine, but no more random craziness! Try with one layer of tape, and add a second if it still causes problems.

- barry

fergiesfolly

Got the Thompson box yesterday and before the channels went on their holidays last night, it had been making an awful racket. I can hear it in the sittingroom with the tv on from the kitchen. Sounds like Concorde taking off. I presume its the hdd. Please tell me thats not normal

barryj

fergiesfolly wrote: »

Got the Thompson box yesterday and before the channels went on their holidays last night, it had been making an awful racket. I can hear it in the sittingroom with the tv on from the kitchen. Sounds like Concorde taking off. I presume its the hdd. Please tell me thats not normal

I'd say that's the cooling fan. Normally it should be on at low speed when the box is switched on, which is fairly quiet. But now and I again I notice it run at very high speed for maybe about 30 seconds and then back to normal.

- barry

fergiesfolly

Cooling fan sounds about right, but it constant.
Rang the Tech (hah!) Dept. this morning and was told to ring the self install hotline(hah!), which doesn't open till 12 midday.
Should have switched to Sky

Arnold Layne

barryj wrote: »

Had issues with our Thomson mediabox when we changed TVs. It seems the Thomson and other boxes are a bit over sensitive to IR interference. Solution for me was to put a bit of masking tape over the sensor on the media box. The remote still works fine, but no more random craziness! Try with one layer of tape, and add a second if it still causes problems.

- barry

Where would the sensor on the UPC Box located? I have a Pace box with the same problem.