topic Re: TV BOX PRO in TV

TV BOX PRO

annandpaul — Wed, 19 Mar 2025 19:04:10 GMT

Hi, does anyone else have problems with the terestrial HD channels when receiving off air with this box?

Have had an engineer try another box but no change. When checking TV Signal Quality: Signal Strength is 100% but Signal Quality is 0%. Talked on phone to their technical team this afternoon but they were unable to resolve. They will not allow us to terminate our tv package until the end of the contract.

Any info or help would be much appreciated.

Re: TV BOX PRO

Midnight_Voice — Wed, 19 Mar 2025 19:13:29 GMT

@annandpaul

What happens when you connect the aerial directly to your TV, tune it in, and try to watch it?

Re: TV BOX PRO

Timbo45 — Thu, 20 Mar 2025 09:18:35 GMT

@annandpaul

Typically a 100% signal strength figure is way too high and overloads the tuners hence the 0% quality figure.

The solution is to get a variable attenuator between the incoming aerial cable and the box and adjust it until the strength comes down to something around 90%. The aim being to get the quality figure to 100%.

This has been an ongoing issue with all these units from day 1.

Re: TV BOX PRO

annandpaul — Thu, 20 Mar 2025 09:56:15 GMT

Hello Midnight Voice

Many thanks for your reply. There is and never has been a problem with theTV reception. I don't use the box loop through.

Re: TV BOX PRO

annandpaul — Thu, 20 Mar 2025 09:58:43 GMT

Thanks Timbo45 very helpful advice, will collect a variable attenuator today and try it out.

Thanks again

Re: TV BOX PRO

Matt_124 — Thu, 20 Mar 2025 10:37:47 GMT

Your TV package would be accessible using the IP Mode if the Aerial Mode is not working, hence you are still able to access your content and thus wouldn't be able to terminate the package on these grounds without incurring Early Termination Charges.

Re: TV BOX PRO

annandpaul — Thu, 20 Mar 2025 16:00:56 GMT

Thanks Matt_124

The whole point of choosing the EE TV BOX PRO was to be able to record terrestial broadcasts for replay later and not use IP Mode, this was made clear when we signed up.

As you will see from theTimbo 45 post, this has been an ongoing issue with all these units from day 1.

Re: TV BOX PRO

Midnight_Voice — Sun, 23 Mar 2025 09:15:10 GMT

@annandpaul @Matt_124 @Timbo45

I do not think that ‘no you can’t cancel because bits of it work’ is a tenable proposition.

On the other hand, there are a number of things you can try, likely the attenuator given those numbers, and trying those should come first.

Re: TV BOX PRO

Matt_124 — Sun, 23 Mar 2025 14:12:42 GMT

A customer certainly can cancel, but would incur early termination charges unless all complaint and resolution routes were followed and it was deemed that key points of the agreement were broken on the part of EE.

EE TV Terms and Conditions can be found here: https://ee.co.uk/help/terms-and-conditions/tv/ee-tv

It might not sound nice etc, but this is how contracts work ultimately with any provider or service agreement.

As there is an alternative way to provide the service laid out in the terms, it may not be possible to cancel without any early termination charges. But these rules are not always so clear cut, so it is worth exhausting all escalation measures and they may be able to resolve the issue or may voluntarily offer penalty free cancellation of the service at the end of this.

Re: TV BOX PRO

Midnight_Voice — Tue, 25 Mar 2025 15:44:58 GMT

@annandpaul

But thousands of them work without incident, and I don’t think there’s been a case where one that started off problematic went unresolved.

An interesting thing to try would be to take the box to a friend’s house, retune it, and try the TV reception there.

It won’t do the internet stuff, of course, unless they have EETV as well, but for this it doesn’t need to.

Re: TV BOX PRO

annandpaul — Sat, 29 Mar 2025 10:25:25 GMT

Thank you all for your help. EE have now kindly resolved this issue.

Re: TV BOX PRO

Peter_W — Sat, 29 Mar 2025 13:22:52 GMT

Thanks for taking the time to update us on this @annandpaul.

I'm really glad to hear that our team managed to help get this sorted out for you.

You take care,

Peter

Re: TV BOX PRO

Midnight_Voice — Sat, 29 Mar 2025 17:35:47 GMT

@annandpaul

For future usefulness, what was the issue, and how did EE resolve it?

Re: TV BOX PRO

SMHUSSAIN9 — Sat, 28 Jun 2025 14:28:20 GMT

How was this resolved? Did you move to a different provider. Everyones gone quiet including EE!!!!!

Re: TV BOX PRO

Rach_H — Sun, 29 Jun 2025 07:52:14 GMT

Hi @SMHUSSAIN9,

Welcome to the Community!

If you've tried the trouble shooting above and still seen no improvement then please give our team a call, and they'll be happy to help.

Rach