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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 TV 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 TV 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.

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  • Online Self-Diagnosis Tool
  • Online Self-Diagnosis Tool

    An easy to use, step-by-step questionnaire which can indicate whether or not the TV 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.

    Contact us for help

  • FAQs
  • FAQs

    Our FAQ section includes many questions, from what you should do if you notice new TV 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.

    Contact us for help

  • Find a TV Aerial Engineer
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    Find a TV Aerial Engineer

    If we do not think your TV 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.

    Find an engineer

  • Causes of Interference
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    Causes of Interference

    The weather and power tools are just two things that could cause TV interference.

    Find out more

 

 

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0808 13 13 800

Call us

When you call us, you will be asked a series of questions to help us understand if the TV interference is being caused by mobile phone masts.

For example, we will ask:

Is it some TV 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 you 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. TV 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 TV reception. If you can see the cabling, we would recommend that you check the condition before you give us a call.

If you have more than one TV connected to a single aerial system it’s likely that you will have a splitter or an amplifier. These could be located inside the property or outdoors.

Don’t worry if you don’t know the answers to these questions, we can help you.

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What other things could you check?

  • If the sound is quieter than before, this could be because you have a set top box/DTR for which the output volume has been turned down.
  • If the remote control handset doesn’t work. The batteries 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 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.
  • Finally, it’s also worth noting that when energy saving modes on DRTs are activated it can switch off the RF loop through feature which provides ongoing aerial signals to the TV.

Transmitter updates and planned engineering works could cause issues with your TV picture. Further details are available on the Digital UK website.