New Philips TV keeps loosing some stored channels-is it faulty.

Peterpan18

I recently purchased a Philips 43PUS8106 TV. This was to replace (under guarantee) an earlier model that lost its picture after 18 months.
In the month that I have had this I am having to retune it roughly ever 2/3 days because between 1 & 5 channels are going missing from the programme guide. Rarely are these the same channels, signal levels and signal quality are mostly above 97% and this TV is the closest to the roof aerial of all our sets.
We have 3 other TV's and two PVR boxes in the house and none of these are loosing stored channels and neither did the previous Phillips TV that this one replaced.
I have tried it with Auto up dates on and off and it makes no difference.

Have spent the last week + chatting with Philips and have got nowhere, they either have no knowledge of this TV or they are trying to confuse me by directing me to menus that dont exist. Such as historic signal history information. I am of the opinion that if signal loss was the cause this would also affect all our other TV's and PVR's.
They have asked me to record the signal info when the channels go missing, not understanding that the channel does not go missing while watching, they randomly go missing from the guide without notice ,requiring a retune to get them back.
I have carried out a hard reset and a factory reset as they requested with no improvement.

Of all the TV's, and free view boxes, we have, or have had, in the past, never have I had to retune this often.
I think the set is faulty or there is something peculiar with this model that I have missed?

Is there anybody on the forum that has more expertise than me, who can confirm or correct my suspicions, I would be obliged?

TELLIT01

Did you purchase direct from Philips?  If not, you need to be speaking to the supplier as your contract is with them. 

Peterpan18

TELLIT01 said:

Did you purchase direct from Philips?  If not, you need to be speaking to the supplier as your contract is with them. 

Purchased from Argos I had that discussion with them when the first TV failed. Eventually they agreed to replace it after I made the same point, it was 18 months old at the time (came with a 2 year guarantee). They tried to tell me the 2nd year was with Philips

Argos support page directs you to Philips for technical queries and I cannot get Phillips to say its faulty so far however as it is under a month old getting it replaced would not be a problem.

With the complex set ups on some TV's now days just wanted to make sure this one has a fault before I take it back. Would feel a idiot if they replaced it and the replacement was the same all because I had missed something in setting it up.

AstonSmith

It might be worth trying a software update. You can either get it at the link below, or (according to the manual) if the TV's connected to the Internet, you go to Home > Settings > Device Preferences > System Update > Internet.

https://www.philips.co.uk/c-p/43PUS8106_12/8100-series-4k-uhd-android-tv/support

Otherwise I agree that it's not a particularly good sign. The most common reason that channels go missing is because a channel multiplex has a weak signal - e.g. all the BBC channels are carried on 530MHz where I am, so if all my BBCs went missing, I'd assume that there was interference (or something) around that frequency. However, since it's only between 1-5 channels that go missing for you, and you say they're usually a different set each time... I can't see how that isn't a TV fault because multiplexes carry more channels than that.

So I'd say, try the update, and if it doesn't help, take it back to Argos.

Peterpan18

AstonSmith said:

It might be worth trying a software update. You can either get it at the link below, or (according to the manual) if the TV's connected to the Internet, you go to Home > Settings > Device Preferences > System Update > Internet.

https://www.philips.co.uk/c-p/43PUS8106_12/8100-series-4k-uhd-android-tv/support

Otherwise I agree that it's not a particularly good sign. The most common reason that channels go missing is because a channel multiplex has a weak signal - e.g. all the BBC channels are carried on 530MHz where I am, so if all my BBCs went missing, I'd assume that there was interference (or something) around that frequency. However, since it's only between 1-5 channels that go missing for you, and you say they're usually a different set each time... I can't see how that isn't a TV fault because multiplexes carry more channels than that.

So I'd say, try the update, and if it doesn't help, take it back to Argos.

On Philips advice I have now done a "hard reset", (disconnect from the mains for an hour) and a factory reset.
Software is also now up to date.
Have compared channel listing with 2 other TV's and they match exactly so will now keep comparing them.
Also noticed the picture on occasions will "flash" going slightly lighter then back to original setting, hope this is not a prelude to another issue.
Maybe me being paranoid as the last TV lost its picture and we were left with sound only, if it keeps doing it, back to Argos it goes.
Thank you for the info on multiplex, helpful and interesting.

Peterpan18

Well that was a failure @AstonSmith!!!

Now lost 15 channels starting at 17 through to 85.
They are all on Mux ARQ A, 594,000mhz channel 36.
Other sets (that are much further away from the aerial) say signal strength and quality at max and on retune this set says quality at 97% strength 100% for them all. No other TV in the house has lost these channels either.

Will keep an eye on it as every time different channels go missing and I have never bothered to check if they are on the same multiplex, thanks for pointing me in that direction.

I am more convinced this TV is faulty now.

Rodders53

Sound to me like something I relatively rarely suggest.  TOO MUCH SIGNAL.

I'd expect numbers around 70% S and always 100% Quality.  Q is more important than S.

100% signal is possibly too much (though it does depend on the set makers way of measureing things).

Take the TV to one of the other outlets to see if the numbers and problems are the same?

Is there an amplifier on the aerial system?  If yes and it has variable gain turn it down (a fair bit if not to the minimum).

Attenuators are cheap and insert in the aerial cable - always on fly leads not direct into the TV socket!!  https://www.aerialsandtv.com/product/coax-attenuator-6db-or-12db is an example and there's a link to some useful information about attenuators and signal levels.

Peterpan18

Rodders53 said:

Sound to me like something I relatively rarely suggest.  TOO MUCH SIGNAL.

I'd expect numbers around 70% S and always 100% Quality.  Q is more important than S.

100% signal is possibly too much (though it does depend on the set makers way of measureing things).

Take the TV to one of the other outlets to see if the numbers and problems are the same?

Is there an amplifier on the aerial system?  If yes and it has variable gain turn it down (a fair bit if not to the minimum).

Attenuators are cheap and insert in the aerial cable - always on fly leads not direct into the TV socket!!  https://www.aerialsandtv.com/product/coax-attenuator-6db-or-12db is an example and there's a link to some useful information about attenuators and signal levels.

That's interesting, thank you, I will explore the attenuator issue.
FYI
I live in a bungalow on the edge of Sandy Heaths transmission area with a long row of house close by that are directly in line with the direction of the transmitter. I should be using Sutton Coalfields but their news etc is not local enough.
I have a standard 40 something element aerial on a 6' pole on the chimney with a 4 way booster/splitter close to it in the loft, this is not adjustable.
It is strange what you say about signal quality etc because under certain adverse conditions we are plagued with "no signal" messages however none of the TV's have ever "lost" a channel from the programme guide when there is no signal and it has been previously tuned to receive that channel. When the signal returns, so does the channel, it is never lost from the guide.
I have even turned off auto updates-, makes no difference and disconnected it from the internet, again no difference, channels go missing requiring a retune whereas no other TV of PVR suffers this problem (nor did the previous Philips TV). It is on that basis I feel this new TV has a fault, it is not storing channels.

Will take it off the wall tomorrow and try it at the back of the property, 40 + feet away, and see, anything is worth a try,

Update..
Now lost all channels (12, 25 etc to 84, 10in total) ARQ B, 690,000mhz Channel 48

Peterpan18

The TV lost all 13 channels on MUX D3&4, later the picture, on all channels started flashing and then the picture size changed by its self to 4.3 and with a hard reset etc it wont /cant be changed back to 16.9.

Argos are getting me a replacement tomorrow, credit to them they have been excellent.
Good result.