HD channels missing after retune on 31July2019

[bobthegas]

Both BBC NewsHD and BBC4 HD are missing after a recent retune on 31 July 2019.

How do I re over them?

[royabrown2]

@bobthegas 

Those channels are carried on multiplexes COM 7 and COM 8 respectively.

Using this list, can you please look and see if you have lost any or all of the channels also carried on these two muxes?

Can you please also put your postcode and house number into this link, select detailed view, and see which transmitter you are probably using, and if it, or an alternative transmitter you might be able to use, carries these muxes?

And let us know what you find....

The digital clearances have robbed some viewers of COM 7 and COM 8 on their current transmitter, so it may be a case of switching to an alternate transmitter, by aerial realignment or replacement, if this is indeed at all possible where you are.

[bobthegas]

I am not receiving any of the channels listed under Com7 & Com8. I receive signal from Caldbeck transmitter.  There are no other suitable Tx that carry Com7&8.

Who do I complain to re loss of service?

[LightFoot]

Hi @bobthegas 

Looking at your Signal Diagnostics (Remote HELP, Signal diagnostics normally at the bottom under Troubleshooting and system information. What is your Signal quality and Signal level.

For example I am only 8 miles from the transmitter and mine is.

Signal quality: 100

Signal level: 94

[bobthegas]

Both are 100%. I can see the lights on Caldbeck Tx at night.

[royabrown2]

@bobthegas 

According to this page, (and touch/click Caldbeck there for the details) there was a retune event for Caldbeck on 31st July, but no loss of muxes, and no actual change except to the channel carrying the BBC B HD mux.

Try another retune.

If still no go, try forcing a complete retune by disconnecting your aerial and then tuning, which will clear everything. Then plug the aerial back in, and tune again, see if you get everything back.

If you do, fine, though it would indicate these sets have a faulty retuning algorithm.

If still no go, then I suggest you contact a local aerial fitter and seek advice; they should know if something is not right up there at the Caldbeck transmitter, or if your aerial setup is no longer optimum, and they can fix that for you.

The people you complain to, if necessary, are Ofcom, but they will likely want you to have done all of the above first.

[bobthegas]

I returned with aerial disconnected, powered off a TV, repowered it and all the original channels were still available! I then retuned again to no effect as all Mux Com 7&8 channels still missing.

[royabrown2]

So we are saying that the set’s response to being tuned with no aerial in is to preserve the existing tunings?

Logical, but only if the channel following logic in a dynamic retune is perfect, which I have seen it not be on Sony digital tuning.

Could you bear to Factory Reset it? That would certainly force a complete retune.

It might also be worth asking any near neighbours with HD TVs if they have lost these muxes/channels or not.

[bobthegas]

Yes existing tuning was preserved.

I was at friends last night who lives a little closer to the Caldbeck transmitter but to the west. He had not retuned his Sony TV recently(not Android). After retuning his TV he too had lost all the stations on Com 7 & 8.

I will try a factory reset later today.

[LightFoot]

Hi @bobthegas 

If I am understanding you correctly. Your friend has the same problem using the same transmitter so this points to a problem with the transmitter. Performing a TV Factory Reset is unlikely to help.

https://www.bbc.co.uk/receptionsearch