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Thousands of digital TV viewers have seen their screens go blank after preparations for the launch of a pay-TV service on Freeview wiped out several channels, including those of the BBC.
The incident happened after Top Up TV, the new pay-TV service for Freeview, sent a signal to all 3 million Freeview boxes in preparation for their launch this spring.
But the software, designed to upload the line-up of channels available through the remote control, sent a minority of the set-top boxes haywire, leaving viewers without their favourite channels.
Viewers have complained of losing BBC channels and another suite of channels including Sky Sports News, Sky News, Sky Travel and UK History. Contributors to digital television site Digital Spy have also complained of losing channels, some of them blaming Top Up TV and others the set-top box manufacturers.
"Top Up TV, a service on the DTT platform, has broadcast a download as part of the preparations for the launch of its services, and this has created problems with the memories of some receivers - as a result, some set-top boxes have lost some of the Sky channels on Freeview," explained a Freeview spokeswoman.
"This is not a Freeview fault, and we understand the manufacturers of the boxes concerned are working to rectify the problem," she added.
However, the problem will heighten BBC fears that the launch of Top Up TV could destabilise the Freeview channels and shake consumer confidence in the digital product.
Those believed to be affected include owners of Sagem set-top boxes, Sony integrated digital sets and some Philips boxes. The Freeview spokeswoman said that those affected only had enough memory to store 50 channels and the manufacturers responsible were working on a new software download that should rectify the problem.
"We understand that some makes of set-top box and IDTV's have recently performed an auto tune, having picked up a download message concerning adding new channels," it said.
"This download did not originate from the BBC and as a result the STB and IDTV's have lost some or all of their BBC service," said the statement.
"This would appear to be caused by limited memory, possibly due to the software version. This is beyond our control; we are aware that the manufacturers affected are seeking a speedy resolution to this issue," it added.
The BBC is also concerned that Top Up TV will confuse potential customers and derail Freeview's progress to date.
The incident happened after Top Up TV, the new pay-TV service for Freeview, sent a signal to all 3 million Freeview boxes in preparation for their launch this spring.
But the software, designed to upload the line-up of channels available through the remote control, sent a minority of the set-top boxes haywire, leaving viewers without their favourite channels.
Viewers have complained of losing BBC channels and another suite of channels including Sky Sports News, Sky News, Sky Travel and UK History. Contributors to digital television site Digital Spy have also complained of losing channels, some of them blaming Top Up TV and others the set-top box manufacturers.
"Top Up TV, a service on the DTT platform, has broadcast a download as part of the preparations for the launch of its services, and this has created problems with the memories of some receivers - as a result, some set-top boxes have lost some of the Sky channels on Freeview," explained a Freeview spokeswoman.
"This is not a Freeview fault, and we understand the manufacturers of the boxes concerned are working to rectify the problem," she added.
However, the problem will heighten BBC fears that the launch of Top Up TV could destabilise the Freeview channels and shake consumer confidence in the digital product.
Those believed to be affected include owners of Sagem set-top boxes, Sony integrated digital sets and some Philips boxes. The Freeview spokeswoman said that those affected only had enough memory to store 50 channels and the manufacturers responsible were working on a new software download that should rectify the problem.
"We understand that some makes of set-top box and IDTV's have recently performed an auto tune, having picked up a download message concerning adding new channels," it said.
"This download did not originate from the BBC and as a result the STB and IDTV's have lost some or all of their BBC service," said the statement.
"This would appear to be caused by limited memory, possibly due to the software version. This is beyond our control; we are aware that the manufacturers affected are seeking a speedy resolution to this issue," it added.
The BBC is also concerned that Top Up TV will confuse potential customers and derail Freeview's progress to date.
