How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Richard Your Own Question
Richard
Richard, Technician
Category: TV
Satisfied Customers: 38366
Experience:  Avid TV Technician
32989067
Type Your TV Question Here...
Richard is online now
A new question is answered every 9 seconds

Cant change channels with or without the remote, three

Customer Question

cant change channels with or without the remote
JA: What's the exact make and model of your television? And how long has this been happening with the channels?
Customer: three weeks. its a toshiba 32" b51215c12647k1
JA: Does the TV menu work? Do you have the same problem on all sources/inputs?
Customer: no volume works
JA: How long has this been an issue? What happened right before this popped up?
Customer: i was watching and went to change channels but couldnt
JA: Anything else you want the Expert to know before I connect you?
Customer: cable company sent me a new remote but still unable to program with or without remoe
Submitted: 1 month ago.
Category: TV
Expert:  Richard replied 1 month ago.

Thank you for your question, my name is ***** ***** I look forward to assisting you.

Please note, a rating is only needed when we are finished.

Can you please remove the power to the TV (so unplug it from the power socket).

Then on the actual TV, hold the power button for 60 seconds then release.

Then wait 10 minutes, connect the power again to the TV, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 1 month ago.
still not working
Expert:  Richard replied 1 month ago.

Thanks

Are you still seeing a picture of the current channel on the screen?

Customer: replied 1 month ago.
Expert:  Richard replied 1 month ago.

Thanks

Are you using the TV remote or the remote from the cable box?

Customer: replied 1 month ago.
i am using the buttons on the back of the tv
Expert:  Richard replied 1 month ago.

Ok, use the cable box's remote please to change channels, as if you are watching cable TV you need to do it from this.

Let me know the results please

Customer: replied 1 month ago.
nothing
Customer: replied 1 month ago.
volume works but not the channels
Expert:  Richard replied 1 month ago.

Thanks

It is the internal mainboard in the TV that has faulted.

A corrupted firmware can cause this. But we have ruled this out by trying to hard restart it.

I am really sorry about this and you are going to have to return the TV to have this replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.

Thank you