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
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
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
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
i would never by one of these boxes again they are clearly CRAP
always missing a recording or freezing up never AGAIN ! ! !
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!
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!!!
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.
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
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!!!!
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
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
Procedure 2 worked the first one didnt i can wacth tv now yay lol thanks for the info
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!
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
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
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.
Have tried all the instructions, including the one where we loose everything – still nothing. This is a poor show. I agree about a refund.
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 ?
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
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
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
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
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!
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!
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!
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.
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
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
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
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!
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.
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.
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…….
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
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 !
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 : -)
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.
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
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…..
Hooray!!( OR IS IT??) DTR now working BUT lost all my recordings. Still should be compensated I reckon.
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!
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.
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,
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
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.
I have tried all you said will fix it still no topup tv. I pay by direct debit I will be canceling it
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 ?
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.
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.
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.