UMC (UK) LTD
Contact and Helpline info

 

Frequently asked questions

We have set up this page to assist with most common queries in order to give you immediate support.

If your enquiry is not related to any of the below, please complete the feedback form by following the link at the bottom if this page.

Please note if you complete the feedback form but we believe the answer is already covered below, you may not receive a reply to your enquiry. We aim to respond to any feedback forms the same day we receive them, however, please allow up to 1 working day for a reply.

Click on the link relevant to your enquiry to expand it further. Although they are in no particular order or preference, please take a few minutes to read the section most relevant.

My TV is not storing the channels in the correct positions.
  • During the initial set up, it's probable you did not select UK. In order to correct this, you need to retune the TV using the First Time Installation option. The easiest way to retune your TV is as follows.

  • On the remote control press Menu followed by the number 8 four times. You will be welcomed with the first time installation screen. Ensure you select UK (or Ireland/ROI if you are using SAORVIEW) otherwise the channels may not store in the correct order/positions. On some models you will see 'LCN' on or off. Ensure it is set to 'On' The TV will now automatically tune in all the channels it can find.

I need to retune my TV.
  • The easiest way to retune your TV is as follows.

  • On the remote control press Menu followed by the number 8 four times.

  • You will be welcomed with the first time installation screen. Ensure you select UK (or Ireland/ROI if you are using SAORVIEW) otherwise the channels may not store in the correct order/positions. On some models you will see 'LCN' on or off. Ensure it is set to 'On' The TV will now automatically tune in all the channels it can find.

I cannot access the website to register my manufacturers guarantee / warranty.
  • If you are a UK customer, please click here to register your warranty.

  • If you are an ROI customer, please click here to complete a short form and we will register it for you and email you the confirmation certificate within 1 business day.

  • If neither of the above solves your problem, please click here to complete the feedback form.

I want to connect my Sky box, DVD Player or another device but my TV model does not include a SCART connection

    If you have a Sky+HD box
    The best way to connect any HD Ready TV to a Sky+HD box is via HDMI. This will allow the best picture and sound quality.

    If you have a Sky, Sky+, DVD Player or any other device that has a SCART connection.
    You will need to purchase an additional cable to connect from your device to the TV. The cable you need is commonly knows as a SCART to AV cable and can be found by clicking here

I wish to reset my TV back to the factory settings or retune my TV.
  • On most models of TV's there is a shortcut via the remote control to reset the TV back to how it was when you first received it.

    This will allow you to re-tune as well as reset most of the settings.

    Using the TV remote control, put the TV into Digital/Freeview mode.

    Press Menu 8-8-8-8 (so the menu button followed by the number 8 four times)
    You should now be welcomed with the first time installation menu.

    If this does not solve your problem, please click here to complete the feedback form

My remote control does not work
  • If you have tried different batteries in your remote control and it still fails to function:

    Click here if your TV is still under warranty. (You will need to provide a copy of your proof of purchase)

    Click here if your TV is no longer under the manufacturers warranty in order to purchase a replacement online.

    If this does not solve your problem, please click here to complete the feedback form

I cannot change my picture and/or sound settings.
  • Picture Settings
    There are 4 presets in the picture settings menu.
    Dynamic
    Standard
    Mild
    Personal

    Selecting the "Personal" setting will allow you to adjust the Contrast Brightness and Colour settings.

    Sound Settings
    There are 5 presets in the Sound settings menu.
    Standard
    Music
    Movie
    Sports
    Personal

    Selecting the "Personal" setting will allow you to adjust the Bass and Treble settings.

I want to connect my TV to headphones, external speakers or a surround sound system.
  • Please visit out web support page relating to this topic by clicking here.

I cannot receive all of the channels or the picture or sound quality in Freeview is
not what I would expect.
  • If you receive some but not all of the Freeview channels that you would expect to receive or the picture / sound are 'blocky' / intermittent, its likely that the issue is due to an inadequate signal being received by the TV.

    When you change channels, on many models, you can see a signal strength %.

    As a general rule, the signal strength should be between 90% - 100%, however, there is some tolerance and most users should be able to receive all of the channels OK even if the signal strength is as low as 80-85%.

    Before purchasing a new aerial or signal booster, check the Freeview coverage in your area to see what channels you should currently be receiving. Visit www.freeview.co.uk to check if you can get Freeview or which channels should be available to you)

    If you are sure that you have a good Freeview signal on another TV in the house (thats isn't connected to a Freeview Set top box) try connecting your TV to that aerial socket to see if you can receive a better signal from another Aerial socket.

    Often, users will reply to us advising that they received all of the channels OK when they previously used a set top box, this is due to the Set top boxes including a built in signal booster as they were launched when the signal was much weaker. (and of course Set Top boxes had a lot more space inside them to accommodate one!)   

    Although most uses will not need to connect a Signal booster if they have a good quality aerial designed for Digital, some users still need to boost the signal from the Aerial to the TV in order that the TV receives a good enough signal. (occasionally, even users that have a splitter in the loft may still need to boost the signal)

    Depending on the signal strength that the TV is receiving will depend on what course of action is necessary.  Most modern TV's with Freeview use a similar type of tuner, therefore, if you have a problem with your current TV and believe exchanging it for another brand or model will solve the problem, unfortunately, its highly likely that you will get the same results.

    If your signal strength is between 70% - 85%...
    ... but you experience 'blocky' picture and/or a few channels are missing - it may be possible to solve it simply by adding a low cost signal booster in between where the TV is located and where it connects to the TV Aerial wall socket.  Usually, a Signal booster with a rating of around 20 decibels will solve this. Only use one that is compatible with Freeview or has the Digital Tick logo on it. (For a reasonable quality one, expect to pay in the region of £12 - £20)

    If your signal strength is between 50% - 70%...
    ... but you miss quite a few channels or the picture quality / sound quality is poor, a signal booster may solve it, however, its likely the cause of the problem lies with the Aerial or Aerial socket. You can try a booster but will need one with a rating of around 25-40 decibels that is designed for Freeview and has the Digital Tick logo on it.

    If your signal strength is below 50% ...
    ... its likely you will miss many channels and/or the picture/sound is very poor, its probable that either you are not yet able to receive Freeview channels or your TV Aerial is not equipped to receive Freeview.

    Indoor Aerials

    We do not recommend the use of indoor aerials for most installations, even the ones that say they are designed for Freeview usually only operate correctly if you are in a very strong Freeview coverage area.

    If this does not solve your problem, please click here to complete the feedback form.

When using the USB Record feature, it does not record the whole programme/event.
  • If your TV is Emotion branded, we have recently released new Firmware to solve this.

    Please click here to visit the firmware upgrades section for Emotion TV's.

    If this does not solve your problem, please click here to complete the feedback form

My TV will not save the channels after powering off.
  • Please note if you have a Technika TV, we have released new firmware for model number LCD19-228W
    (X185/54G-GW-TCDU-UK). Click here to visit the firmware update section.

    If you have a different make/model, please follow the instructions below.

    1) Power off TV (either at the mains or with the power switch on the TV - where fitted)

    2) Remove the TV Aerial cable from the rear of TV

    3) Power on the TV. Ensure the TV is in Freeview mode

    4) On the remote control, press Menu followed by 8-8-8-8 (so press the number '8' 4 times)

    5) You should now be welcomed with the initial/first time installation menu

    6) Press 'OK' on the remote and the TV will start tuning

    7) Once it has finished, (no channels will be found) power off the TV

    8) Reconnect the aerial cable to the back of the TV

    9) Power on the TV

    10) If you are not already greeted with the initial/first time installation screen, on the remote control, press Menu followed by 8-8-8-8 (so press the number '8' 4 times)

    11)You should now be welcomed with the initial/first time installation menu

    12) Press 'OK' on the remote and the TV will start tuning

I wish to use a Sky, Universal/One for All, BT Vision or Virgin Media remote control to operate my TV and need a 'code' to do so.
  • All of the codes we have can be found on our web site. If your make or model is not listed, its because we do not have a code available. We update our website regularly so please check back later.

    Information for Sky Remotes.
    Please note that in order to operate your TV with a Sky Remote control, for most models you will require a Sky Revision 9F remote control.

    To find our which version of Sky remote you have, please remove the battery cover. You will see a label with some numbers/letters on it. Usually, there will be a line of text that starts with the letters/numbers 'URC16xx'..... then below that is another line of text with the sky Revision number on it.

    If you have a Revision 9F, click here to see how to programme your remote and also to obtain the necessary code.

    The reason that earlier versions of Sky remotes will not operate your model is because they were launched many years ago, long before the codes existed for your make/model of TV. (for example, the previous version was called Revision 8 and was launched in 2006)

    Unfortunately, Sky decide themselves when to launch a new remote control and which codes to include in it. You can purchase our latest Sky revision 9F remote control by clicking here.

    Information regarding Universal Remote control codes
    Please note that if the code we list for your model of TV will not be accepted by your universal remote control, please refer back to the manufacturer helpline for your universal remote control. As there are many different makes and models of universal remote controls, it is not possible for us to know which types of code sets they use.

    Information regarding Virgin and BT Vision control codes
    Please note that we do not have codes for either Virgin or BT Vision at the moment.

    We are in contact with the manufacturer of the BT Vision remote and hope to have more information soon.
    Click here for the latest information.

    We have tried to make contact many times with Virgin Media customer services and their technical department since 2009. Unfortunately, they do not reply so we are unable to obtain their code set to understand if any of our codes are included in their remote controls. If more information becomes available, we will update the web site accordingly.

Using a USB Memory Stick or Hard Drive with your USB Record TV.
  • Some models of TV's have a built in USB Media Player or USB Recording feature.

    The maximum size that the TV can support is generally up to 400GB. 

    You need to format the USB Key / Hard Drive to the Fat 32 file system. We have an easy to use Software utility for this purpose. Please click here.

    As there are many different brands and speeds available to purchase and the speed of the USB memory key or Hard Drive must be sufficient for the TV to operate correctly,  without suffering from issues where the sound is not in tune with the picture, we recommend a minimum speed of 20mb/s read speed and 6mb/s write speed. Usually, USB Hard Drives are cheaper than USB Memory Keys when comparing cost per Gigabyte.

    Even though the USB port on the TV is USB 2.0, often many USB memory keys are not suitable as there is a huge difference between the speeds of a low cost / low quality USB memory key compared to a higher quality version. (For example on models of our TV's where a USB Key is included as part of the TV package, we will usually only use a Sandisk Extreme memory key because we know these are fast enough as well as reliable)

    With this in mind, we recommend using either a portable USB Hard Drive (that is powered either independently or can take the power from 1 USB Port.) or using a USB 3.0 memory key as usually even the lower cost ones are fast enough to handle reading and writing to it at the same time.

    USB 3.0 memory keys are becoming more and more popular and although they are higher cost than USB 2.0 equivalents, for both TV and PC use they are significantly faster.
    USB 3.0 keys can be purchased at many high street stores or internet stores such a Ebuyer.com or Dabs.com etc.

Some of my files do not play using the USB Media Player function.
  • As the TV does not have as much built in memory like a PC, it is not possible to include the software necessary to play back every type of file on the built in USB Media Player.

    If you have files that will not play, i.e only the picture will play but not the sound for example, it is because the file type is not supported.
    Whilst many popular versions of file extensions are compatible, its more complex than just saying  '.avi' files will or will not play. This is because within AVI file types, there are different codecs.

    If your particular file type will not play, its normally a problem with the file type.

    Before contacting us, please try converting the file to MPEG4 (for video). MP3 (for Music) or JPEG for Photo.  If the TV will read those file types OK, its likely the issue is caused due to incompatible file types.

    Click here for a full list of compatible file types. Pay particular attention that both the Video and Audio streams must match those as per the compatibility table.

    If this does not solve your problem, please click here to complete the feedback form.

I want to obtain an Instruction Manual.
  • Please note that we have many instruction manuals available to download free of charge. Please click here.

    Alternatively, you can purchase a replacement instruction manual by clicking here

    If your model is not listed, please click here

My TV switches itself off by itself.
  • On some models, there is a power saving function called 'Ecohome' that switches off the TV after none of the buttons on either the TV or remote control have been pressed for 4 - 5 hours.
    You can deactivate 'Ecohome'.
    1) Press the Menu button

    2) Press the right arrow until you reach the Picture option



    3) Select Picture settings and change the preset from Eco-home to another option

    4) Press the Menu button to return to the top menu and press the right arrow until you reach the Time option




    5) Select Auto standby and change to off

    6) Press Exit to exit the menu

    If this does not solve your problem, please check if there is a Firmware Upgrade for you TV by clicking here.

I have connected my Blu-Ray/Sky 3D box to my television but the picture is not
displayed correctly.

    With the 3D glasses on, press the 3D button on the remote control to cycle through the different 3D options (Side by Side, Top Bottom, Frame Packing, Line by Line) until you have one image

    If the picture is still blurry this maybe due to the 'Left and Right' settings being set the wrong way around. Press the menu button, scroll to 3D settings, select Exchange 3D L/R and you will be able to switch the sides of the screen.




If your enquiry is not related to any of the above topics or the solution offered does not answer your enquiry, please click here to complete the feedback form. You will be asked to supply the make, model and serial number before we can reply.





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