topic Re: Apple TV box in TV

Apple TV box

Smokyjoe — Thu, 30 May 2024 16:01:59 GMT

Initially set up EE main box and 2 minis worked ok for about 4 wks , today have got Apple TV box through Ee and swopped the main box this morn can’t access free view live tv on that and now the mini boxes are quoting code BTP-16500

Re: Apple TV box

DarrenDev — Thu, 30 May 2024 17:00:50 GMT

Are you still having issues @Smokyjoe ? It looks like your Apple TV successfully paired to your line 10 minutes after you posted this.

Re: Apple TV box

Smokyjoe — Thu, 30 May 2024 17:55:09 GMT

The mini box is working but the live tv doesn’t work on the EE Apple TV box just discovery and TNT channels

Re: Apple TV box

DarrenDev — Thu, 30 May 2024 18:06:21 GMT

When you say live TV doesn't work, I assume you mean that all the other channels aren't there?

Our logs show that your Apple TV isn't recognised as being an EE TV one. Did it come with an EE branded remote control? I'm thinking maybe they sent you a regular Apple TV by mistake.

Re: Apple TV box

Smokyjoe — Thu, 30 May 2024 18:11:13 GMT

Maybe as it has an Apple Remote by look of it

yes have linked the Ee tv app but no live tv ie free view

Re: Apple TV box

Smokyjoe — Thu, 30 May 2024 18:11:57 GMT

Can they send an Ee remote out then?

Re: Apple TV box

Smokyjoe — Thu, 30 May 2024 18:13:16 GMT

Yes no other channels on live tv but am Ee Tv subscribed and broadband and the Apple TV box came from EE

Re: Apple TV box

DarrenDev — Thu, 30 May 2024 18:15:58 GMT

Unfortunately the remote control isn't the issue - that's just the easy way to tell if it's an EE TV one. The Apple TV itself needs to have a serial number that is registered with Apple as being for EE TV. Unfortunately you've been sent an "old EE" Apple TV.

There's no way to register your serial number with Apple to enable it for Freeview - it'll need to be returned, and a proper EE TV one sent out. It's best you call us again to request it.

Re: Apple TV box

Smokyjoe — Thu, 30 May 2024 18:20:59 GMT

Ok thanks will try tonight wonder why they didn’t pick this up when I called earlier on

Thanks

Re: Apple TV box

DarrenDev — Thu, 30 May 2024 18:23:23 GMT

My job is working on EE TV, so know a lot more about the process than they do. Feel free to tell them to contact Darren Taft if they need any further info (they should already have my name in their contact list for TV issues anyway).

Re: Apple TV box

Smokyjoe — Thu, 30 May 2024 19:50:22 GMT

Thanks they will send a new one and I’ll send the other one back will see hopefully be ok once set up the right one

Re: Apple TV box

Andrewblackmoor — Sat, 01 Jun 2024 18:47:35 GMT

I have the same issue here

Re: Apple TV box

Andrewblackmoor — Sat, 01 Jun 2024 18:48:48 GMT

Hi mate I have the complete same issue as the previous customer has said the exact same issue

Re: Apple TV box

DarrenDev — Sat, 01 Jun 2024 19:05:54 GMT

Sorry to hear that @Andrewblackmoor - we've had a few cases in the last 48 hours, and we're investigating as a top priority. We've confirmed that it isn't agent error - possibly a batch of serial numbers that weren't correctly registered.

Could you please send me an email at tv.apps@ee.co.uk with your EE account number, and the serial number of the Apple TV you were sent. I'll add it to the investigation.

Re: Apple TV box

DarrenDev — Mon, 03 Jun 2024 15:50:08 GMT

The cause was confirmed to be 2 batches of devices where the serial numbers hadn't been properly registered with Apple. This has now been fixed, however you'll need to factory reset the device to pick up the change. Let me know if you have any issues.

@Smokyjoe regarding your remote control - could you please confirm that the remote definitely didn't have an EE logo on it? My initial suspicion that incorrect devices were being sent out proved to be false, so the only thing we cannot explain is how you'd have the wrong remote.

Re: Apple TV box

norwoody — Mon, 03 Jun 2024 19:11:30 GMT

Hi @DarrenDev , jumping on this to mention I've got the same issue. I ended up signing up to EE TV, and received the equipment on Friday. Today is meant to be the day the new packages take effect. All the channels work as expected on the mini box I have in the bedroom, but as of 8:10pm now, I still don't have access to Freeview or anything else except discovery/tnt on the AppleTV. Following on from what others posted on this thread, mine came with the EE remote.

Re: Apple TV box

DarrenDev — Mon, 03 Jun 2024 19:16:20 GMT

Sorry about that@norwoody - a factory reset will fix it.

You'll also most likely receive a text tomorrow to tell you to reset it, but you can ignore it if you've already done it.

Re: Apple TV box

Andrewblackmoor — Mon, 03 Jun 2024 19:21:29 GMT

We’ve cancelled it as we were in the cooling off period it’s a load of rubbish and the service we received from ee was awful we was on the phone for 4 days straight on and off even had a engineer out he even didn’t know how to fix it I would strongly recommend not even wasting your time people EE have rushed this service out way to quickly and the manufacturer who makes the equipment are rubbish platform. We’re all cancelled sending the lot back even the board and as that was buffering. We’ve join sky instead more reliable company who will come and install everything so the service and the jobs done properly.

Re: Apple TV box

norwoody — Mon, 03 Jun 2024 19:22:57 GMT

@DarrenDev - Thanks. I've just factory reset, and gone to set it up again using my iPad but I have the same problem. The channels haven't changed for me.

Re: Apple TV box

Andrewblackmoor — Mon, 03 Jun 2024 19:23:42 GMT

Read my message mate send it all back it’s a waste of time pal