topic Re: Unable to get correct region on ITV in TV

Unable to get correct region on ITV

LAJ24 — Fri, 24 May 2024 15:51:01 GMT

Hi, we have recently changed over to EE from BT. We have set everything up and it was working fine with the correct channels initially. However after we used the iPlayer (on two different occasions) and then returned to BBC1 etc there was awful buffering which meant we could not watch the TV. I reset the TV Box Pro but now I seem to get ITV Wales even though I select the West of England in settings. Can you help at all with why this is and also should we get this problem with buffering after watching things like iPlayer - it didn't happen with the previous BT box. I would add the TV aerial is plugged into the Pro TV box. Many thanks

Re: Unable to get correct region on ITV

DarrenDev — Fri, 24 May 2024 17:08:19 GMT

@LAJ24 can you please check the TV Channels section of the Settings again please? Check what region is selected? Our logs show a TV Box Pro in Internet Mode (i.e. not using the TV aerial), and that "West" was selected from the 4 presented options: West, South West, South, or Wales.

Re: Unable to get correct region on ITV

LAJ24 — Fri, 24 May 2024 17:15:15 GMT

Hi, when I factory reset I am using the wifi-wp option, is that correct? As I mentioned previously the TV aerial is plugged into the back of the box. When I last reset it the two options were just West or Wales! Why do we get the problem with interference when we revert from things like the iPlayer to 'normal' TV?

Re: Unable to get correct region on ITV

DarrenDev — Fri, 24 May 2024 17:18:59 GMT

Wifi-WPS is fine - that's just how it's connected to the internet.

Check the TV Guide - do you have a channel 101? If not, then the box is in internet mode.

Either way, you should be able to go to Settings to check/change the region.

Re: Unable to get correct region on ITV

LAJ24 — Fri, 24 May 2024 17:31:40 GMT

We do have channel 101 but if I go to settings I can't seem to find how to change the region. Whereabouts within settings is that facility? Sorry to be a pain.

Re: Unable to get correct region on ITV

DarrenDev — Fri, 24 May 2024 17:37:15 GMT

Check this guide here:

https://ee.co.uk/help/tv-sport/fix-problem/how-to-retune-channels-on-ee-tv

Re: Unable to get correct region on ITV

LAJ24 — Fri, 24 May 2024 18:09:15 GMT

Hi, I've followed the link and the only regions we see are Wales or West England, which is highlighted as our preferred region. The only other option we have is to retune, which we've done and the picture is then pixelated meaning the only thing we can do is a factory reset (again!).

Re: Unable to get correct region on ITV

DarrenDev — Fri, 24 May 2024 18:17:07 GMT

The channels you see after a factory reset should be exactly the same as what you see after a retune, and there shouldn't be any reason for more pixelation from a retune. There's also no connection between iPlayer and your aerial channels "buffering".

There's something else at play here, but I can't think what it could be. Something isn't making sense.

Re: Unable to get correct region on ITV

LAJ24 — Fri, 24 May 2024 18:42:26 GMT

I can't work it out either. I've just turned everything off and factory
reset and now have ITV west!

To be honest I just wonder whether there is a problem with our aerial -
would that cause the problem when switching between iPlayer etc and free to
air TV?

Thanks for your help.

Re: Unable to get correct region on ITV

DarrenDev — Fri, 24 May 2024 18:47:07 GMT

We used to have a problem with the older boxes where a weak aerial signal could cause the whole box to slow down, meaning apps would show a lower quality video. I've never heard of apps affecting the aerial signal though.

Re: Unable to get correct region on ITV

LAJ24 — Fri, 24 May 2024 18:51:26 GMT

The only other thing I wondered about is the fact that we are using WiFi
extenders which BT provided a couple of years back.

The reset seems okay so far but we will wait to see what happens when we
next use iPlayer etc. if the problems persists I may ask for an engineer
to visit to have a look.

Thanks again for your help.

Re: Unable to get correct region on ITV

DarrenDev — Fri, 24 May 2024 19:00:35 GMT

An engineer won't help - all they can do is check the cables are connected correctly.

Update here if the problem occurs again, and I'll ask one of our TV Box specialists next week if he has any ideas.

Re: Unable to get correct region on ITV

LAJ24 — Fri, 24 May 2024 19:03:26 GMT

Brilliant thanks. I'll keep fingers crossed I don't have to bother you
again with this!

Re: Unable to get correct region on ITV

Harr1s — Sat, 25 May 2024 17:59:44 GMT

I found this thread because of a similar issue. We're on aerial. Those instructions don't reflect what is shown in the box settings. There is no 'update channels' only 'retune' and there is nowhere to press 'ok' to see different regions. Can you help as we seem to be getting no choice of region.

Re: Unable to get correct region on ITV

LAJ24 — Sat, 25 May 2024 18:34:36 GMT

Hi, to be honest we still have the problem I intermittently - we've factory
reset more times than I care to think about. We also are now on aerial and
with the ethernet cable into the router. We have now managed to get the
right region but still have picture problems.

Re: Unable to get correct region on ITV

DarrenDev — Mon, 27 May 2024 09:58:38 GMT

What channels are you having picture problems with @LAJ24 ? If they're Freeview (aerial) channels then that's down to the quality of your aerial signal. If it's on the subscription channels (channel numbers 300 - 600) then this is related to the internet connection.

I wouldn't recommend factory resetting - it won't help with either issue.

Re: Unable to get correct region on ITV

DarrenDev — Mon, 27 May 2024 10:01:08 GMT

@Harr1s you'll only be presented with the option to choose region if your TV aerial is presenting more than one region. I can see that when in internet mode, your box is offered 3 TV regions to choose from, but we have no control over the options in aerial mode.

Re: Unable to get correct region on ITV

Harr1s — Tue, 28 May 2024 12:59:37 GMT

Thank you, I appreciate the reply.

Re: Unable to get correct region on ITV

PeterN68 — Tue, 09 Jul 2024 17:32:37 GMT

Hi Darren

Everyone seems to recommend you. Just installed the EE Pro box and connected via ethernet cable, not been given an option to pick a region. How do we set up our region as can't see it in settings.

Thanks

Peter

Re: Unable to get correct region on ITV

DarrenDev — Tue, 09 Jul 2024 17:39:30 GMT

If you had a TV aerial connected when you set your box up, then the TV region comes from that.

If you're using IP mode then your TV region comes from the postcode on your account, however it may not be correct until the morning after your agreed activation date.

If you're past that date then feel free to email me at tv.apps@ee.co.uk with your account number and postcode and I'll confirm what's going on - but I'm afraid it'd need to wait until Friday as I'm currently out of the country on holiday, and didn't bring my laptop for a change.