We identify homes at risk of experiencing disruption to their Freeview service from 4G at 800 MHz. We will send those homes a postcard explaining the issue and ask viewers to look out for new disruption to their Freeview service.
Please be aware that the majority of viewers who receive a postcard from us will not experience any disruption to their Freeview service from 4G at 800 MHz.
If you have your own aerial or share your TV aerial (perhaps because you live in a flat or communal property), have received a postcard from us and experience new disruption to Freeview, you should contact us, either by phone, email, via our website or by letter.
We will need to assess whether the disruption might be due to 4G at 800 MHz, for example, we will check whether a new mobile mast has recently been activated in your area and advise how best we can help you.
HOW WILL MOST PEOPLE FIX THE ISSUE?
Most people affected will be able to fix the problem themselves with an easy to plug-in at800 branded filter, which should enable you to continue watching Freeview as normal.
WHAT IF THIS DOESN’T WORK?
In the majority of cases, the at800-approved filter will resolve any disruption and enable you to continue receiving and watching Freeview as normal.
For a small number of viewers, the filter may not restore an acceptable level of TV reception. We may be able to provide a different type of filter. If this does not work, we will look at other solutions such as re-aligning or replacing existing TV aerials; improving cabling; or, as a last resort, moving you to another service, such as free-to-view satellite television. at800 accredited installers are trained to provide advice on how we can best restore your TV service.
Where 4G at 800 MHz is diagnosed as the cause of disruption to Freeview, we will bear the cost of restoring your TV reception or providing a comparable TV service.
If you have an amplifier in your loft
You may have an amplifier in your loft if you have a weak TV signal or if you have several TVs. In this case, an at800-approved filter needs to be connected between the aerial and the amplifier. We can arrange for an at800-accredited aerial installer to do this for you, at our expense, if you don’t feel comfortable doing it yourself.
If you have a rooftop aerial amplifier
If you have a rooftop aerial amplifier, a weatherproof at800-approved filter needs to be installed – we can arrange for an at800-accredited aerial installer to do this for you, at our expense.