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!

[djohn2002uk]

Got a little to add. M&S have phoned twice since getting the set back to enquire if everything is still ok, the last time being today. Just don't often get service like that these days.

[JLfrustration]

We are also experiencing the same problem with our KDL52W5810 bought from John Lewis in March 2010.  We noticed the problem at the end of last year but thought it would be fixed with a software update, but not yet.  Contacted John Lewis Technical Support yesterday (19th April) who arranged for an engineer to come out on 23rd April.   Today were called by John Lewis and told it was not their problem to fix and that some Freesat services were not working as they were constantly changing and would need to wait for Freesat to catch up.  John Lewis cancelled the engineer call-out.

We do not agree with this and after a long phone conversation managed to obtain the phone number and name of the repair company Order Works, and spoke to them after being given the wrong telephone details by John Lewis.  Spoke to Order Works who understand the possibility of this being a problem and are negotiating directly with John Lewis to get them to pay for the call-out.  John Lewis, although we have a 5 year guarantee on this very expensive TV, do not acknowledge there is a fault that needs fixing free of charge.  We are awaiting a phone call from Order Works or John Lewis.  Will report back later.

Hope this will be fixed before Wimbledon otherwise they will be inundated with similar requests for this problem to be solved!!

[MaryJane2012]

I bought a KDL-40W5810 from Amazon just before Christmas (Firmware: 1.720SA) . When I got the TV I tested all the functions and the Freesat bbc sports multiscreen worked perfectly.

I tried it for the first time since then this week (for the snooker) and it no longer works. For the past few days I just assumed it was a temporary glitch with Freesat or the BBC.

Today I thought I'd do a quick search online to see if anyone else was having a problem and I'm horrified to find threads on AVForums, DigitalSpy and here suggesting that certain Bravia models need a hardware fix to display this service.

I am looking forward to watching Wimbledon and the Olympics on BBC HD multiscreen. Why have Sony failed to provide a software fix? Why is there no mention of this problem on their support site? They must know by now exactly which model(s) are affected.

I have also noticed the same problem when trying to watch the snooker on Freeview via the red button (yet freeview channel 301 is working fine).

Anyone who has an affected TV should get a free software or hardware fix from Sony whether their TV is under warranty or not. To hear that people with TV's under warranty are being messed about is absolutely appalling.

[JLfrustration]

The saga continues, I have still not received a call from either Order Works or John Lewis, so I called John Lewis back today, and they have after having various bits of the sale of goods act and their own guarantee read to them over the phone, agreed to send out ICTV, who on reading this forum have fixed the fault before. They are coming on Saturday, so will post back after they have been.

Interestingly sport multiview also doesn't work on freeview on our telly, I had not tried it since you can get to the channels directly by typing in their channel number directly, but one of 2 things happens, you get a message saying that the service is unavailable when trying to switch to BBC2's coverage (So BBC 2 is unavailable, I think if it was it would be ringing huge alarm bells in BBC's play out centre) or you just get the please wait... message and nothing happens. You can still get to the picture by going to 301 so it is more helpfull than with freesat, which you cannot get to the channel numbers to input directly.

Wow, while writing this post I got a call from ICTV, who seem to know what they are talking about, they are going to pop in on Saturday and try forcing a new software upgrade and if that doesn't work they will replace the signal board.

So we may get this fixed in time for the sporting season!!!

[ansheph15]

My KDL 32W5810 was originally repaired back in November last year for the same fault. The main board was replaced by the local Sony specialist (Peterborough Video Services) and all was well until a week ago when I noticed the same problem!!!!!!!!

I now have exactly the same fault with no sports multiscreen on Freesat but also noticed that the Freeview Red button video feed no longer works (just locks up) but can be accessed via 301.

As the TV is 1yr and 2weeks old (!!!) I am now in the hands of the John Lewis warranty. I've spoken again with PVS and also John Lewis. PVS have consulted with Sony who are apparently aware of the fault and have said that it needs another main board to fix the issue - it's on order and will be fitted under the John Lewis warranty, with a promise that if it happens again they will replace the TV!

[JLfrustration]

Well, ICTV came out and looked at the TV and found that it is a different model to the one John Lewis had said it was (we have the KDL-52W5800 not the KDL-52W5810 which we ordered from John Lewis). Therefore they couldn't do anything that visit as they would have to request and download the correct software version from Sony for that model and get back to us.

They came back a few days later with the correct software version for our model and did an engineers reset which updated and reapplied the software on the BA board (which is not upgraded by the over the air update or by any update released on the support site), this returned the TV to the original software version of 1.578SA, this fixed sports multiscreen but broke iPlayer (just as it was when we first got the TV), so while the engineer was here (incase the upgrade broke sports multiscreen) I downloaded the latest software update (version 1.720SA) from Sony's support site and applied it via a USB stick, this fixed iPlayer and sports multiscreen still works.

So it looks like it can be fixed by software updates, but only engineer update releaseed to Sony authorised repairers, it has to be done via the Sony memory stick slot that is hidden behind a pannel on the back of the telly. I am slightly concerned that this will break again via another over the air update so I have turned off auto update and will not update the TV manually unless something major fails.

The engineer did say that this is quite a common problem and if it keeps happening to a telly another way to fix it is to replace the BA board, but he has done this before and it didn't fix the problem either.

Hope this helps either Sony to fix the problem properly or other people to get this weird issue fixed.

Message was edited by: JLfrustration

Message was edited by: JLfrustration

[anburli36]

Hi All,

I bought my Bravia  KDL-32W5810 about 18 months ago. After a few months the 'Multi-screen' stopped working and eventually I was told to call HITECH near Banbury who arranged to collect the TV and attempt to resolve it.

They spent a week or two replacing the mother board and everything worked for a while.

A few months ago it stopped working again, but Sony hhave insisted that I call HiTech again, and now they are going to come and have a look again.

So exactly the same fault has re-appeared and think I will insist that the TV is not fit for purpose if the diagnosis is the same.

Good to see that we have this thread, maybe we should consider listing our names and model numbers so we can all use the same evidence when confirming with Sony that this is a fundamental fault with the TV design to ensure we get an adequate replacement.

[anburli36]

In case anyone is looking at this thread still, the engineers that are sub-contracted by Sony (HITECH) have collected the TV again, and will do an assesment on the issue. Hopefully I will know in the next few days what their diagnosis is.

I spoke to John Lewis and they have assured me that if it is the same fault as before (needing another new mother board) then they will assist in me getting a different replacement machine.

I don't believe sony do a Freesat TV anymore, maybe there is some fundamental reason why they can't get it to work.  My plan will be to replace the tv with a

KDL-32EX724

or the Panasonic Viera TX-L32DT30 LCD/LED HD 3D 1080p

Either way the existing set's days are numbered.

[rabhrab]

My KDL-32W5810 has developed the same fault!

  I called Sony, before finding this thread, and Sony said it was a BBC problem!  I  am now going to contact M&S, where I bought the TV, and point them to this thread to see what I can get done about it.

  Why are Sony still playing the ' it's not us' card, when it obviously is?

[rabhrab]

M&S sent me a USB stick with(supposedly!) an update to my firmware, to install on my t.v. but it turns out that it already has this version loaded.  They are now sending an 'engineer' out on Monday, to either fix the problem, or take the t.v. away to repair!  I wonder which it will be....................?  I'll update on Monday!

Message was edited by: rabhrab

Message was edited by: rabhrab