Useful Guide: Installation support for households
What you need to know if:
You live in a property with its own aerial
If you are responsible for your TV aerial, have received a postcard from us and experience new disruption to your Freeview service, you should contact us either by phone, email, via our website or by letter.
We will assess whether the disruption might be due to 4G at 800 MHz; for example, we will check whether a new mobile phone mast has recently been activated in your area.
If we believe the disruption might be due to 4G at 800 MHz, we can arrange for an at800-accredited installer to visit your home, at our expense. The installer will test whether 4G at 800 MHz is the cause of any disruption and fit an at800-approved filter to your TV system. This blocks 4G signals and enables you to continue receiving and watching Freeview as normal.
Alternatively, if you prefer, we can send you a filter to fit yourself, free of charge. Full instructions are included and we can provide further advice online and by phone.
If the installer visits your home but establishes that the Freeview disruption is not due to 4G at 800 MHz, the installer can provide advice on how to retune your TV or how to fix other common causes of interference. The installer will also fit an at800-approved filter to prevent any disruption if new 4G at 800 MHz masts are activated in your area in the future.
If you require additional filters for multiple TV sets, we will provide these on request. However, if you have more than one Freeview TV in your house, you may have a single aerial and an ‘amplifier’ that sends the signal to different locations. If so, then one filter – fitted between the TV aerial and the amplifier – should resolve any disruption to Freeview on all of the TVs in your home. It is only if you have separate aerials for each of your TVs that you may need additional filters.
For those households most at risk of experiencing disruption to Freeview from 4G at 800 MHz, we may send an at800-approved filter before new 4G mobile services go live. We recommend waiting to see if you experience problems with your Freeview service before fitting the at800 filter, as per the instructions.
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 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 aerial installer to do this for you, at our expense.
If you have an indoor set-top aerial
If you have an indoor set-top aerial for your TV and we believe you may be experiencing disruption due to 4G at 800 MHz, we can provide help and advice. However, it is not within our remit to provide a solution unless you are eligible for additional support. Click here for more details. Please refer to the guide on indoor aerials for advice on how to improve your TV reception in this case.
You live in a flat
If you are not responsible for your TV aerial, have received a postcard from us and experience new disruption to your Freeview service, you should contact us, either by phone, email, via our website or by letter. We will also ask you to report the issue to your landlord, property manager, factor or residents’ association and ask for their contact details. As the owner or tenant of your flat or apartment, you should look at your lease, tenancy agreement or title deeds (in Scotland) for details about your rights, role and responsibilities regarding the provision of TV services within your block and to your property.
We will assess whether the Freeview 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.
We will aim to contact whoever you tell us is responsible for your communal aerial so we can arrange to provide the appropriate communal or domestic filters, free of charge. We can also provide household filters for residents if necessary.
If your landlord or property manager has a contracted aerial installer, we can deliver the filters direct to them. For those without a contracted aerial installer, or if the contracted installer needs some help, at800 can provide technical advice/assistance. In certain cases, at800 may be able to assist with the installation of a communal filter; however, we are unable to undertake additional work to a communal aerial system beyond the fitting of the appropriate filter.
If the Freeview disruption is due to 4G at 800 MHz, then the communal filter fitted to the communal aerial system will enable viewers in all of the properties it serves to continue receiving and watching Freeview as normal.