- What's happening and why?
What's happening and why?
Mobile operators are launching 4G mobile services across the UK. 4G enables mobile devices such as smartphones, laptops and tablets to access the internet at super-fast speeds. This is driving innovation in business, entertainment, education and public services and helps the UK stay competitive in an increasingly digital world.
- When will this happen?
When will this happen?
The first 4G at 800 MHz services launched on 29 August 2013. These networks are expanding across the UK; when and where they launch depends on the rollout plans of the mobile operators.
- What has this got to do with you and your TV?
What has this got to do with you and your TV?
Both 4G mobile services and digital TV use parts of the radio spectrum, that is bands of frequencies, to reach us. The 800 MHz frequencies used by some 4G services are next to the frequencies used for Freeview.
TVs and set-top boxes that receive Freeview may have the service blocked by these 4G mobile signals; there is a very small chance this may cause interference to your Freeview service. Cable and satellite services will not be affected.
You are more likely be affected if you live close to a new 4G mast, are in an area with weak digital television reception or have a TV signal booster. If you have received a postcard from us, and experience new disruption to your Freeview service, find out how we can help.
- What support can we provide?
What support can we provide?
This table shows what support at800 can provide to you. If you have any questions please call us on 0808 13 13 800.
What support can we provide?
I am responsible for my TV aerial*
We will send you a filter to resolve Freeview interference and may send an engineer to your home if extra work is required.
I have a communal aerial system
We can arrange to provide the appropriate communal or domestic filters to an aerial contractor, free of charge.
I have satellite or cable TV
We can provide telephone advice and provide you with a filter but we are unable to arrange for an at800 engineer to visit.
I have cable or satellite TV but also watch Freeview through an aerial on another TV set
We can send you a free filter for your TV on which you watch Freeview. For those over 75 years old or eligible for extra support we can arrange an at800 engineer visit.
I have a set-top aerial
We can send you a free filter, however, if your indoor aerial has a built in amplifier, the filter needs to be fitted before the amplifier; and may not solve disruption due to 4G at 800 MHz. For those over 75 years old or eligible for extra support we can arrange an at800 engineer visit.
I have a TV at my place of work
We are not responsible for resolving this issue for businesses; however, if you are affected, we can provide advice and guidance on what to do next.
Extra support available for those who are eligible
We work with the voluntary and community sector to ensure those who are affected by Freeview interference from 4G signals receive support and advice from people they know and trust. This can include the provision of a chaperone to accompany a visit from an at800 engineer, if required. You are eligible for this additional support if you:
• are 75 years of age or over;
• are registered blind or partially sighted;
• receive any of the following benefits: personal independence payments (PIPs); attendance allowance; constant attendance allowance or War Pensioner’s Mobility Support
*If we believe the Freeview interference might be due to new mobile signals, you do not have satellite or cable services and are responsible for your own aerial, we can send you a filter to fit yourself, free of charge. Full instructions are included and we can provide further advice online or by phone. In most instances, fitting the filter will resolve any interference to 4G at 800 MHz, however, if it does not and you are eligible, we may be able to arrange for an at800 engineer to visit your home, at no cost. Terms and conditions apply; see our Code of Service for further details.
- Help and advice
Help and advice
Have you recently noticed new interference to Freeview such as frozen or blocky images, loss of some or all of your channels? You may have received a postcard from us advising this might happen. The Freeview interference may be caused by new mobile masts being activated in the area. However, there are many different factors such as the weather or faulty aerials that can also cause Freeview interference. Our help and advice pages have some ideas on what you could check.
Cable and satellite services will not be affected by new mobile signals.
- Online Self-Diagnosis Tool
Online Self-Diagnosis Tool
An easy to use, step-by-step questionnaire which can indicate whether or not the Freeview interference you are experiencing is being caused by a nearby mobile mast. If at the end of the questionnaire you’d like further help and advice, please call us.
Our FAQ section includes many questions, from what you should do if you notice new Freeview interference to answering the question of “Who is at800?” If you cannot find the answer to your question, just call us or send an email.
- Find a TV Aerial Engineer
Find a TV Aerial Engineer
If we do not think your Freeview interference is being caused by mobile signals and you wish to find a local TV aerial engineer, visit the Confederation of Aerial Installers (CAI) website.
- Possible Causes of Interference
Possible Causes of Interference
The weather and power tools are just two things that could cause Freeview interference.
0808 13 13 800
When you call us, you will be asked a series of questions to help us understand if the Freeview interference is being caused by mobile phone masts.
For example, we will ask:
Is it some Freeview channels that are affected or all of them? If it is specific channels, we will ask which ones. This will help determine if a retune is required to account for Freeview network changes.
We will ask where your aerial is located – on the roof or in your loft – or is it a set top aerial – and the approximate date of when it was installed. You will also be asked questions about the condition of your cabling. Freeview reception problems can be caused by loose, trapped or crushed cabling. All cables should be securely fixed with clips. Water seeping into the cable will also affect your reception. If you can see the cabling, we would recommend that you check the condition before you give us a call.
Don’t worry if you don’t know the answers to these questions, we can help you.
What other things could you check?
- If the sound is quieter than before, this could be because you have a set top box/digital TV recorder (or personal video recorder) for which the output volume has been turned down.
- If the remote control handset doesn’t work. The batteries may need replacing.
- If a thin line or lines appear across the picture. This might be caused by impulse electrical interference – see common causes of interference for more information.
- If the picture has gone blue. Check that the SCART (the 21 pin lead) is plugged in fully.
- Your TV may have a motion sensor activated which will check for activity or movement in the room. If no activity or movement is detected during a set period, your TV will switch to standby.
- Some set-top and digital recording devices have an energy saving mode. If this is active, it can prevent the TV signal reaching the TV’s digital tuner resulting in a ‘no signal’ message.
Transmitter updated and planned engineering works could also cause issues with your TV picture. Further details are available on the Digital UK website.