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When I scroll through to the Help and info menu, there is an option for ‘internet connection – Video-how to guide. When I select the option I get the message ‘not supported file format’. I don’t have problems with my internet connection so it is not a big deal, but it would be nice to see the video. Anyone else have the same issue, or is it just me?
Same here – the next one I tried worked. I guess someone should email freesat. Customerteam@freesat.co.uk
I’ve emailed the Customer Team. I’ll let you know when I have a reply
It’s been like that for around a year now.
-gonzo- – 1 hour ago »
It’s been like that for around a year now.
Ok, I’ll let you know if I get a reply in that case
Hi All,
The Humax Customer Team have replied:
‘Thank you for your email, I am sorry to hear you are experiencing problems with your Freesat box. I would suggest running a factory reset on the box. In order to do this you will need to select home on your Humax remote control, then settings, system settings, if you then select factory default. This will reset your box back to its factory conditions but it will save any recordings you may have made. If this doesn’t resolve the issue please get in touch.’
I’m not sure I want the hassle of a factory reset for something that is not stopping the box from working. I might give it a try later unless anyone on here beats me to it. My guess is that it will still not enable the video to play.
Useless advice as we all have the same situation.
Tell them others have exactly the same problem with ONLY that help video. Suggest they try to play it.
I’ve responded today along the lines you suggested. Will be interesting to see what happens next.
A very quick response from Humax (albeit a holding one):
Thank you for your reply, I have checked our box and we have the same issue. I have escalated this to our tech team to see if they can resolve the issue. If there is anything else we can help you with please get in touch.
We now wait with baited breath 😆
I recently asked Humax if they had made any progress on this, their reply is below
Thank you for your reply. Currently the issue is ongoing. Freesat are aware of this and are working to resolve. I have passed on your feedback to our tech team at our head office.
At least I now know that it is a Freesat problem not Humax. Can’t see it being fixed anytime soon.
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