Freeview has emailed us to apologise to customers who have been adversely affected by the retune saga which continues to draw hundreds of complaints. However, the TV player still claims that fewer than 1 per cent of boxes have experienced issues, saying “early manufactured equipment” is at fault.
Sara Jones, Freeview’s PR manager, has at last responded to our persistent requests for an apology to those whose Freeview boxes have been broken by last Wednesday’s retune.
In a statement sent to us today, Jones said, “Early evidence indicates that most people have retuned fine without problems. Unfortunately a small number, estimated well below 1 per cent of boxes sold have had product specific problems. These are mostly homes with early manufactured equipment and we apologise for the inconvenience this may have caused. If people think they may be affected, we would advise they check the models listed on the website first and contact the manufacturer on product specific issues.”
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However, this flies in the face of comments we have received from owners of new Freeview–packing TVs and recently purchased set top boxes. One commenter, Kevin, told us his “relatively new Humax PVR-9200T,” had stopped receiving BBC channels. Meanwhile, Nick said, “Panasonic TX-28DTX11, new high gain aerial fitted last year. Retuned five times on three seperate days. Nope BBC 1 and 2 are definately [sic] gone.”
Ian Davies told us he had, “Re-tuned one tv in house, recent flatscreen with integrated freeview. Lost all ITV channels, C4 & C5.”
Jones told us any loss of ITV 3 and ITV 4 was a result of the network’s own commercial decision. However, she went on to say that, “Freeview’s consumer research shows high levels of satisfaction.”
Has the retune broken your Freeview box? Is it a new model? Tell us your woes and remember to give us as much detail as possible so we can take your complaints straight to Freeview.
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