"Unreserved apology" for those still without TV signal four weeks after Bilsdale transmitter fire
Watch Julia Breen's report here
An unreserved apology has been offered to customers in our region who are still without TV signal, four weeks after a fire damaged a major transmitter.
Arqiva, the tele-communications company which runs the Bilsdale mast in North Yorkshire, said its doing "everything possible" to restore a full service to every home
The fire affected Freeview television and FM radio signals in up to half a million homes across the Tyne Tees region. Some services have since been restored but many are still affected. The cause of the fire is still being investigated.
What to do if your TV/radio services are affected by the Bilsdale transmitter fire
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A new helpline has been launched to help those affected. Households who call be taken through the latest news and viewing options available to them.
The update is recorded, and will have the most up to date information on the line.
Stockton North MP Alex Cunningham has called on Ofcom to carry out a full inquiry into the “wholly inadequate” response from site operator Arqiva to the ongoing issues.
Writing to Ofcom Chief Executive Dame Melanie Dawes with his request, Mr Cunningham has highlighted his concerns about the "apparent lack of contingency plans from Arqiva, the slow pace of progress of talks between Arqiva and the neighbouring landowner, and the limited support in place for customers". He echoes concern that "elderly and vulnerable customers most at risk of social isolation as a result of the lack of services".
Mr Cunningham said: “Last week a 93-year-old constituent told me how, along with her friends of a similar age, they are unable to receive services and haven’t the first idea how to adjust their sets. She told me how lonely she has been without the television, adding that she didn’t want compensating, she wanted a working TV. That is why I’ve written to Ofcom’s Chief Executive, Melanie Dawes, calling for a full inquiry into the response from Arqiva which I believe to be wholly inadequate.”
Bilsdale signal advice
Freeview have suggested that those still without signal take the following steps:
"We advise all viewers who are struggling to pick up a signal on their TV to try an automatic retune (even if this has happened recently). You can learn how to do this with our retune videos. Area-specific information is below.
Bilsdale advice if you live...
South of Bilsdale (including in and around northern parts of York, Harrogate, Pickering, Ripon and Masham)
South of Bilsdale (including in and around northern parts of York, Harrogate, Pickering, Ripon and Masham)
You may receive some channels from the new transmitter at Sutton Bank. If you haven’t retuned since the fire, you may see some channels restored automatically. If you don’t see any channels, please try an automatic retune.
If you retuned before 7th September and you have intermittent reception, we recommend you carry out another automatic retune as the signal from Sutton Bank may well be stronger.
If an automatic retune does not restore any channels unfortunately it is unlikely that you will be able to receive a signal until further transmitter work is completed.
North-west of Bilsdale (including in and around Darlington, Barnard Castle, Richmond, Catterick and Leyburn)
North-west of Bilsdale (including in and around Darlington, Barnard Castle, Richmond, Catterick and Leyburn)
If you do not have any channels, we recommend you carry out an automatic retune.
Some viewers who retuned since the fire and had some channel restored may find that they have recently lost them. If this is the case, please carry out another automatic retune.
If an automatic retune does not restore any channels unfortunately it is unlikely that you will be able to receive a signal until further transmitter work is completed.
North of Bilsdale (including in and around Hartlepool, Middlesbrough, Redcar, and Stockton)
North of Bilsdale (including in and around Hartlepool, Middlesbrough, Redcar, and Stockton)
If you do not have any channels, we recommend you carry out an automatic retune.
On 2nd September, more channels were restored to some viewers in these areas. Coverage is limited but if you’ve not retuned since 2nd September, we recommend that you do so to ensure that you have as many channels available to you as possible.
If an automatic retune does not restore any channels unfortunately it is unlikely that you will be able to receive a signal until further transmitter work is completed.
If you take your signal from any of Bilsdale’s relays (see list below)
If you take your signal from any of Bilsdale’s relays (see list below)
Whitby, Bainbridge, Grinton Lodge, Guisborough, Ravenscar, Limber Hill, Skinningrove, Romaldkirk, West Burton, Aislaby, Castleton, Rookhope, Rosedale Abbey ane Peterlee
You should have seen channels restored. If you haven’t please run an automatic retune.
"If an automatic retune does not restore any channels - irrespective of whether you live in the areas mentioned above - unfortunately it is unlikely that you will be able to receive a signal until further transmitter work is completed."
What should I do if I can’t get Freeview reception and don’t want to wait for the Bilsdale temporary transmitter?
1. Find out whether repositioning your aerial could restore some channels
Repositioning your aerial so that it takes a signal from a different transmitter may be an option for some viewers who wish to attempt to get some signal back in the short term. However, there's no guarantee that another transmitter is available (reception is highly dependent on several factors such as local geography between you and the transmitter), and the signal quality might be variable..
If you choose to have your aerial repositioned - which should only be carried out by a professional and experienced installer - you may wish to then have it repositioned again when service from Bilsdale is restored. Please do not attempt this yourself. Look for a local accredited installer at:
2. Stay watching TV for free with Freesat
If you have an existing satellite dish at your home, or wish to get one installed, see Freesat’s guide to switching to see whether watching free TV through them might be for you.