Thank you for contacting us.
I'm sorry to read that you've been having problems with your reception.
We're aware of a small number of viewers who have been experiencing similar issues. Issues include the Freeviewreceiver freezing' when tuned to a BBC service; the picture or system 'freezing' when changing from one BBC channel to another; being unable to access the Red Button; the system 'freezing' after accessing the Red Button service or coloured lines appearing at the top or bottom of the screen.
Although these issues occurred around the time of the 3rd September retune, following detailed investigation we believe this to be a coincidence, and the problems have in fact been triggered by an update to the BBC Red Button service.
We believe that our update is compliant with the specifications for interactive red button services and that there is an issue with these specific receivers.
However, to help viewers using these receivers we have been able to make a further change to our Red Button update. This modification does not need the viewer to take any action and appears to have resolved the issue in the short term, but we cannot guarantee that it will be possible to maintain this work-around forever. We are therefore working with manufacturers to see if they can implement a permanent fix.
Kind Regards
Matthew Degnan
BBC Audience Services
www.bbc.co.uk/reception
Wednesday 24 September 2014 11:58AM
I got a response from the BBC!
Thank you for contacting us.
I'm sorry to read that you've been having problems with your reception.
We're aware of a small number of viewers who have been experiencing similar issues. Issues include the Freeview receiver freezing' when tuned to a BBC service; the picture or system 'freezing' when changing from one BBC channel to another; being unable to access the Red Button; the system 'freezing' after accessing the Red Button service or coloured lines appearing at the top or bottom of the screen.
Although these issues occurred around the time of the 3rd September retune, following detailed investigation we believe this to be a coincidence, and the problems have in fact been triggered by an update to the BBC Red Button service.
We believe that our update is compliant with the specifications for interactive red button services and that there is an issue with these specific receivers.
However, to help viewers using these receivers we have been able to make a further change to our Red Button update. This modification does not need the viewer to take any action and appears to have resolved the issue in the short term, but we cannot guarantee that it will be possible to maintain this work-around forever. We are therefore working with manufacturers to see if they can implement a permanent fix.
Kind Regards
Matthew Degnan
BBC Audience Services
www.bbc.co.uk/reception