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Richard
Richard, Engineer
Category: Electronics
Satisfied Customers: 66696
Experience:  Electronics Engineer
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Technical help, Modal UE 32J5500AK, Samsung, I have

Customer Question

Technical help
JA: What's the brand and model of your product?
Customer: Modal UE 32J5500AK
JA: What have you tried so far?
Customer: Samsung
JA: Anything else you want the Electronics Expert to know before I connect you?
Customer: I have completely lost some channels that we had before ie; itv channels 5 6 7 8 and lots more
Submitted: 8 days ago.
Category: Electronics
Expert:  Richard replied 8 days ago.

Hi there and welcome to Just Answer, my name is ***** ***** I look forward to helping you.

I’m sorry to hear you're having trouble with your TV. I know that can be frustrating. Hopefully, we can get this resolved quickly.

Please note, a rating is only needed when we are finished.

Can you please remove the power to the TV and any other devices connecting to the TV such as a cable box, wifi router ect (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the TV and connecting devices, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 8 days ago.
Ok
Expert:  Richard replied 8 days ago.

Let me know the results please

Customer: replied 8 days ago.
Hi
Expert:  Richard replied 8 days ago.

Can you please remove the power to the TV and any other devices connecting to the TV such as a cable box, wifi router ect (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the TV and connecting devices, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 8 days ago.
We still can’t get channels Itv. Channels 4 5 6 7 8 13 14 15 18 and lots more
Customer: replied 8 days ago.
Had them before and can’t seem to get them
Expert:  Richard replied 8 days ago.

Run a channel scan now please and see if it is now picked up

Customer: replied 8 days ago.
How do I do that please
Expert:  Richard replied 8 days ago.

To do this go to MENU > Broadcasting >Auto Tuning >Auto Tuning

Let me know how you go please

Customer: replied 8 days ago.
Ok so did the scanning and still no channels that I mentioned
Expert:  Richard replied 8 days ago.

If you connect another TV to the connection, does it get the channels?

Customer: replied 8 days ago.
Can you call me please?
Expert:  Richard replied 8 days ago.

No sorry I am not able to

If you connect another TV to the connection, does it get the channels?

Customer: replied 8 days ago.
No it doesn’t
Customer: replied 8 days ago.
How do I restore to factory settings that might help
Expert:  Richard replied 8 days ago.

Is it connecting to an antenna? or a Skybox or similar?

Customer: replied 8 days ago.
talk talk
Customer: replied 8 days ago.
We disconnected everything and reconnected
Customer: replied 8 days ago.
Tv with channels was working perfectly before
Customer: replied 8 days ago.
It’s not talk talk as I rang them to see if there was a problem
Expert:  Richard replied 8 days ago.

ok, if it is multiple TVs with the issue it is not the TV but the TalkTalk box or service, you will need to call TalkTalk on 0345(###) ###-####to check this. If it is multiple TVs with the issue this is the problem.

Customer: replied 8 days ago.
Ok I will ring them back thanks
Expert:  Richard replied 8 days ago.

You are welcome

Customer: replied 8 days ago.
Also can’t get auto tuning
Expert:  Richard replied 8 days ago.

You do not tune for TalkTalk

Customer: replied 8 days ago.
You still there
Expert:  Richard replied 8 days ago.

yes

Customer: replied 8 days ago.
Ok so spoken with TalkTalk. There is something wrong with the tv . Everything at their end is ok.
Customer: replied 8 days ago.
Diagnostics etc
Expert:  Richard replied 8 days ago.

But you said the issue is on two TV's when I asked you.

Customer: replied 8 days ago.
They did mention going back to factory settings
Customer: replied 8 days ago.
We have an alba tv that we use and that’s fine as used on holiday
Expert:  Richard replied 8 days ago.

ok, before I asked you to connect another TV and see if you had the issue with that and you replied you did, if you now say you do not, then MENU Support Self Diagnosis Reset top reset it

Customer: replied 8 days ago.
Hi all tuned in but still no relevant channels that I mentioned. Do you think someone has deleted the channels accidentally?
Customer: replied 8 days ago.
If that’s the case how do you get them back?
Expert:  Richard replied 8 days ago.

If they deleted them then the tuning would add them back.

Are you sure the other TV sees these missing channels?

Customer: replied 8 days ago.
Customer: replied 8 days ago.
Oh the little tv
Customer: replied 8 days ago.
Bare with me just plugging it in
Expert:  Richard replied 8 days ago.

ok

Customer: replied 8 days ago.
Nothing wrong with this one
Expert:  Richard replied 8 days ago.

It is the internal tuner in the TV that has faulted.

I am really sorry about this and you are going to have to return the TV to have this replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

Thank you

Customer: replied 8 days ago.
Ok thank you for your help
Expert:  Richard replied 8 days ago.

You are welcome