Sport Multiscreen- still waiting???

[AMP501]

Hi nickpellow, I have exactly the same problem, i bought my KDL-32W5810 about 9 months ago, and the sportmultiscreen was working fine until about Sept time and then it stopped working, same as you I get the 'please wait' and then nothing.  I have phoned freeview and they have tested the signal (using my postcode) and have confirmed that there is nothing wrong with the signal. I emailed sony, the customer information centre, at the end of sept and they replied that it was either the signal or if it was not, to contact them again in 6 weeks as they were looking at an OAD to resolve the problem, I'm going to contact them today, but don't hold out much hope!

[ansheph15]

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UPDATE:

I contacted John Lewis and was put on to their local repairer which happens to be a Sony main repairer. After initially saying they would come out to look at the problem I asked to speak to their tech guys. They were familiar with the problem and have said that the repair cannot be done in the home.

Apparently the BA board ( which they described as the TV's 'motherboard' equivalent) needs to be replaced with an updated version. This requires the TV to be stripped in order to identify some part numbers and then for the board to be ordered in (which are not usually stocked in the UK????!!!!!). This then needs to be fitted, programmed with the TV's correct identification etc and then rebuilt. This process could take one to two weeks!!!!!!!!!! Well done Sony! The TV is only 8 months old.

To top it all they cannot offer a similar sized TV as a a loan so I'm stuck with watching a 22" for the foreseeable future.

If anyone from Sony happens to read this I would welcome them contacting me. 

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[nickpellew]

Earlier on this thread I was advised to contact my store who then put me in touch with a company called ICTV who appear to be Sony authorised maintainer. Initially they wanted to come out but when I explained what the problem was, they got me to check I had the latest firmware (which i do) and then said there was no point coming out and they would call Sony Technical and find out what to do and come back to me 'in a few days'.  Two weeks or so later and I had still heard nothing. I rang ICTV today and was told that they were still waiting for a response from Sony Technical. I pushed a bit and the lady went to see the technical director. I wasn't offered the chance to speak to him but the lady said that he knew immediately what it was about (implying that there are quite a few people with the same problem)   I was told that he promised would have another go at getting a response and someone would come back to me in the next day or so.......so the wait goes on!! 

[elfwind]

How can it be a hardware problem?

The firmware needs updating so as to access the streams,come on Sony get your act together.

Still waiting

[ansheph15]

My KDL-32W5810 went in to the local main Sony repairer (Peterborough Video Services) last weekend. Its having a new main board fitted (BA board...????!!!) which is the modified version capable of dealing with the Freesat upgrade which upset the Sport Multiscreen. Apparently should be back with me by early next week.

Their engineer was very helpful when I spoke to him and was familair wih the problem (had apparently already done a similar repair) so hopefully all will be well.

Will update on return of the TV.

[ansheph15]

My KDL-32W5810 came back from Peterborough Video Services having had a new BA/Signal Board fitted under warranty as per Sony recommendations - all now working and no problems.

So it would appear Sony do know what the problem is and how to fix it!!!!!!!!!!!!!

Good luck everyone

[specialist-convergence]

Hi All

Unfortunately Sony will have to upgrade/modify the software on these TV’s as the broadcaster makes changes/improvements to the service, these are mostly carried out via the update service, however sometimes however something does not go the way it should and then the set would have to be reconfigured, this is not a simple process with FreeSat sets. Please arrange for your TV to be inspected by an authorised Sony Repair Centre and they can resolve either by a Software reload or if beyound recovery it would need a new BA board.

[seaside-15]

Hi all that have discussed this infuriating problem!!!! I purchased a KDL-52Z5800 about 12 months ago, like everyone else worked fine until recently( only noticed fault as I wanted to use sport multiscreen the other day) Contacted Freesat, they assured me that their signal was working correctly therefore must be a Sony issue.E mailed Sony -------

Dear .......

Ok so what do you think is wrong with my VERY expensive less than one year old TV (How much is this going to cost and how long will I be with out my TV)

Kind regards

..........

Thank you for your enquiry. Please find below, a summary of your request and our reply which we hope will be of help.

http://sonycic.custhelp.com/app/account/questions/detail/i_id/143323

Subject (e.g Television   tuning advice neeeded)
Is there a problem with BBC Red button sport   Multiscreen
Summary of your enquiry:
Response	26/01/2011 05.44 PM
Dear Thank you for your recent e-mail received on 24/01/2011 10.46 PM. I am pleased to learn that you the owner of a Sony BRAVIA KDL-52Z5800   Television. However I am sorry to read that you are having difficulty   accessing the BBC Red Button Sport Multiscreen. In response to your enquiry, in order to resolve this issue you ill need to   contact your nearest Authorised Service Centre. You can locate your nearest   Authorised Service Centre by using the following page: http://support.sony-europe.com/repair/asc/asc.aspx?site=odw_en_GB I trust that this issue can be swiftly resolved once you contact the Repair   Centre. Thank you for contacting Sony. Yours sincerely   Customer Information Centre SONY UNITED KINGDOM Sony United Kingdom   and Ireland,   a division of Sony Europe Limited. A company registered in England   and Wales.   Registered office: The Heights, Brooklands, Weybridge, Surrey, KT130XW Registered company number: 2422874
Auto-Response	24/01/2011 10.46 PM
Thank you for filling out our enquiry form. If the   suggested solutions below do not answer your question and you choose, or have   chosen to submit your question, it will be allocated to one of our agents for   reply. In the meantime, we think that the following answers may help with your   question: Title: Freeview Missing Channels ITV C4 Link: http://sonycic.custhelp.com/app/answers/detail/a_id/269 Title: Freeview : No interactive services and picture drop out Link: http://sonycic.custhelp.com/app/answers/detail/a_id/490 Title: Freesat : BBC iPlayer Link: http://sonycic.custhelp.com/app/answers/detail/a_id/885 Title: Poor Freeview TV Reception Link: http://sonycic.custhelp.com/app/answers/detail/a_id/221 Title: Bravia and general TV : Incorrect picture size setting Link: http://sonycic.custhelp.com/app/answers/detail/a_id/551 Should you wish to update your enquiry, please click on the following link: You may update your incident at
	24/01/2011 10.46 PM
I have contacted freesat and they say the signal put   out by them is OK but my BBC Red Button Sport multiscreen has recently stopped working it get   stuck on just wait all other functions on Red button appears to work . I have   tried re tuning and checking I have the latest level of software...any   solutions ???? getting frustrated as this tv was a very expensive investment

In conclusion, why is  this not Sony's responsibility  to resolve my issue ? why do I have to contact a repairer ,at my expense and time as it is Sony who has caused this.

Any Thoughts???

[Catmambo]

You mention your TV is under 1 year old so it should be covered under warranty - indeed your local service centre may be able to collect the TV from you also. Best give them a ring directly.

Thanks

[djohn2002uk]

Got to say that my experience with M&S over this problem with my KDL40W5810 couldn't have been better. They contacted Sony who told them it was a broadcast problem but when I explained what I'd seen on various forums especially this one, they contacted an authorised repairer (Genserve) in Swindon who picked the set up on Tue 1st and brought it back Tue 8th with a new main board fitted. M&S were great in that they contacted Genserve twice during the week for a progress report and then relayed the info to me and Genserve were very good too, letting us know the day before, when they would be arriving and bringing a 37" loan set too. All in all a very good experience from what I considered a clothes shop, which made me a bit aprehensive about buying from them and was only convinced by the 5yr warranty. Happily I have been very pleasantly surprised. Sad that I can't say the same about Sony. I do think they should have instigated a recall over this problem instead of relying on most people probably not using the feature and not realising they have a fault.

Message was edited by: djohn2002uk

[Catmambo]

Glad to hear it was repaired sucessfully and by the sounds of things pretty smoothly as well. Have noted your comments and will take on board your feedback.

Many thanks