Bt's Follow-Up To Its "bt Vision" Seems To Be Causing Chaos: H E L P !!

[gl556tr]

My poor old mother has BT. For her advanced age, it really is not worth all the fuss to change ISPs. I have just had a call from my mother, who can neither look at any TV programme other than BBC ONE nor make a recording.

When BT decided to 'update' its BT Vision in May, non-technical friends/relatives installed the new box of tricks. When I visited my mother later, the first thing I did was to 'activate' the TV button so that the new BT control also switched on the TV = only this remote control was required.
Now, by pressing the 'TV' for the box and the top central blue On/Off for the BT Vision New Machine (sorry, I have no idea what it is called). This has resulted in A) the TV set being switched on and B) two blue lights on BT's New Machine.
Normally, one could press the large blue 'Y' button to access the guide for: 1) changing stations; 2) setting a recording; 3) retrieving a recording.

----------------The Problem
My mother can only see BBC ONE; she cannot change to another station.
The BT New Machine has only one (= 1) blue light. As I am not living near my mother, every attempt to rectify any difficulty has to be via our telephoning and me relying on my mother pressing the button I say and her giving me feedback.
Changing stations using the 'P' arrow-heads does NOT work.
Then my mother told me that she had five lines of text on the screen, the top-most offering a SW update = recommended, in so many words. No matter what I asked my mother to do -- even switching off power at sockets -- I was unable to change this situation.
My mother seemed to have this SW update highlighted and I asked her to press 'OK', with no result.
With barely a voice and a frustrated mummy, can anybody react to this and explain in simple steps how one can get the BT New Machine to show two blue lights and somehow get out of this five-line list of options.
I feel so utterly helpless.
Thank you.
Phew!

[Buenchico]

I haven't got BT Vision and, to be honest, I got lost with all that stuff in your post.

However one of the most common causes of not being able to change channels on any system which includes a set-top box is that the wrong source is set on the TV.

When things are working normally the TV will be set to display the signal from the 'HDMI1' source (which the BT box is plugged into), meaning that channel selection is made with the remote control for the BT box (rather than with the remote control for the telly).

However if the source on the TV set has been changed to 'DTV' (perhaps by a momentary power blip) then it will be working just as if the BT box didn't exist, meaning that it's the TV's own remote control that's needed to change channels.

So, if that's happened, your mother will be pressing buttons on the BT box's remote control but nothing will happen. The solution would be to press the 'Source' button on the TV's remote control (which is often indicated by a rounded rectangle with an arrow pointing into it), reset the source to 'HDMI1' (or whatever else it should be) and then to use the BT box's remote control to change channels as before.

[Sycamore3House]

To check that the TV is set to the correct source as Buenchico explains she needs to press the right hand button at the top of the remote marked TV AV. This then displays the input list and the HDMI box should be highlighted in blue. If it set incorrectly press the button again and again until it highlights the HDMI box. Press OK to exit.
Failing this it may be an error message and you will probably need more information that you have given (SW = recommended).

[gl556tr]

B: Thanks for the reply.
(As my mother is >>90, this is disastrous for her. )
I have ensured that only one control has to be used; namely the BT control is also used to switch on the TV.
If HDMI1 is not the source, I wonder why BBC ONE is visible - but nothing else.
I was thinking of choosing the "SW update, recommended", but even this could not be started.
I have again tried to check whether HDMI1 is indeed the source: my mother did say this was so. By why only one blue light on BT's box?
No error-messages could be seen.
I had to call it a day.
By the way, what does 'DTV' mean?

SH: just seen your contribution, for which I thank you: more or less tallies with my feedback.

Both replies are most helpful. Thanks for reading all my bumpf.

I'm hoping to get a neighbour to phone BT Boffins, one blue lamp is disconcerting.

[whiskeryron]

Have a Google at BT user guides. Select & download your Mum's appropriate model then with that in front of you you may make more sense of things when in contact together.

[TonyV]

Is there a freind or neighbor that can help

[tamborine]

On the BT remote, half way down is 'Guide' button, press to choose/change channel

http://tinypic.com/r/2uz3r0l/9

[Old_Geezer]

Digital television.
Probably means source is the aerial.

[gl556tr]

Good morning. Looking at my original question, I agree that it could have been better worded, in particular the text above
----------------The Problem
To clarify:
NORMALLY
*1*) Pressing the "TV" for the box and the top central blue On/Off for the BT Vision New Machine (sorry, I have no idea what it is called) results in (A) the TV set being switched on and (B) two blue lights on BT's New Machine appearing.
*2*) one could press the large blue "Y" button to access the guide for: 1) changing stations; 2) setting a recording; 3) retrieving a recording.
----------------

The User's Guide for the BT New Machine is not complete; only a few of the keys on the remote control for this are explained; 'intuitive' is an unknown term in this firm's vocabulary.

I do not know which BT model my mother uses. Hopefully, a neighbour will be able to help later on.

T: that image of the BT control is helpful. Rather than having to remember the function of BOTH the "Guide" and large blue "Y" buttons, I am sure that one only need use the latter button: when pressed, the first of a selection is the "Guide". But one can also set and retrieve recordings via this button. That "Guide" button is therefore redundant.

I wonder what the day will bring ...

[tamborine]

BT You View box has blue light when ON.

http://tinypic.com/r/dxl2rn/9

Y button on BT remote is to see recorded programs.

Tv must be ON to view via BT box.

[gl556tr]

Behold, I bring you grand tidings ...
After a neighbour called BT, it was decided that a replacement BT YouView device would be sent to my mother.

As you can imagine, my ol' Mummy is quite elated.

Thank you all for your generous support.