topic Re: New Broadband and TV apps not working in TV

New Broadband and TV apps not working

Downs8286 — Mon, 28 Sep 2026 10:23:43 GMT

Recently transferred to EE broadband at home from Now broadband. Since the transfer, Amazon prime, itv x and Netflix no longer play on our LG tv. The tv was new last year and is hard wired into the EE smart hub. Everything else is fine. Internet works on all other devices and other streaming services like Disney and sky sports work fine. We’ve tried everything Gemini recommended when we asked, such as turning everything off, changing various settings on the tv and reinstalling apps but no success. They all still work on our older tv that is using WiFi in a different room. Any suggestions please?

Re: New Broadband and TV apps not working

Alex_H — Mon, 28 Sep 2026 12:43:10 GMT

Hi @Downs8286,

Welcome to the EE Community

From your description it sounds like you are accessing these apps directly from apps installed on your Smart TV rather than the apps installed on an EETV box, is that right? What error do you get when trying to access Netflix?

If you remove the ethernet cable and try to connect your TV on the Wi-Fi, do the apps work then?

Alex

Re: New Broadband and TV apps not working

xJilllSandwichx — Mon, 28 Sep 2026 13:55:56 GMT

Could be a DNS & or Ip address error your tv is probably still set up to connect to a "Now" Broadband router , possibly different Ip address & or DNS , try resetting up the internet connection on the TV chose an "Automatic" (DHCP) setup

Re: New Broadband and TV apps not working

DarrenDev — Mon, 28 Sep 2026 13:58:18 GMT

You've mentioned "no longer play" - do the apps still launch OK, but then video won't play? What errors are shown?

Re: New Broadband and TV apps not working

Downs8286 — Mon, 28 Sep 2026 14:14:51 GMT

I can’t reinstall the ITV x app at all.

Amazon prime loads up until the program should start (it plays the ads first) then I see the spinning wheel of doom before it says ‘something went wrong’

Netflix loads until you click to play the episode then has the error code: tvq-pb-101(5.2.undefined)

Re: New Broadband and TV apps not working

Downs8286 — Mon, 28 Sep 2026 14:18:06 GMT

Tvp-pb-101(5.2.undefined) is the Netflix error code and yes this is loading apps from the smart tv, not the smart hub.

Will try disconnecting the Ethernet cable tonight

Re: New Broadband and TV apps not working

Downs8286 — Mon, 28 Sep 2026 14:18:58 GMT

Thank you. I tried this but no change in the issue

Re: New Broadband and TV apps not working

xJilllSandwichx — Mon, 28 Sep 2026 14:20:26 GMT

Sorry it didn't help what EE Router do you have ?

Re: New Broadband and TV apps not working

DarrenDev — Mon, 28 Sep 2026 14:26:35 GMT

At a guess, I'd say that parental controls are enabled on the router, blocking those apps from being reached:

https://ee.co.uk/help/broadband/getting-started/ee-parental-controls/parental-controls-smart-hub-7

Re: New Broadband and TV apps not working

Richardr66 — Mon, 28 Sep 2026 17:24:35 GMT

What happens if you try and reinstall ITVX. Can you see the app on the TV but installation fails, or can you not see the app to install?

Also, do you have anything else attached to the TV?

Re: New Broadband and TV apps not working

Downs8286 — Mon, 28 Sep 2026 18:19:01 GMT

Nothing else attached to tv.

I can log into the app download program of the tv, select itv x then when I click on install it spins and gives a something went wrong error message

Re: New Broadband and TV apps not working

Downs8286 — Mon, 28 Sep 2026 18:19:26 GMT

Parental controls unlocked with no restrictions

Re: New Broadband and TV apps not working

xJilllSandwichx — Mon, 28 Sep 2026 19:25:42 GMT

I remember back in the day on the Xbox even if you had a legit Netflix subscription you had to have an Xbox live subscription to access it , it wouldn't be something like having to log into some LG service first would it ? , definitely a reach i know but the only other thing would be a porting issue but who has ever heard of having to open ports for Netflix etc. ? , its really i strange issue indeed.

Re: New Broadband and TV apps not working

Richardr66 — Mon, 28 Sep 2026 19:33:55 GMT

One other thing to try - have you tried a restart of the TV? It can vary, but try a long press of the on off button, rather than the usual click. A restart as opposed to the usual standby can clear up some issues with the TV's apps and doesn't take long.

Re: New Broadband and TV apps not working

Downs8286 — Tue, 29 Sep 2026 05:27:22 GMT

We are logged in on the tv too. It’s a new (2025) tv so can’t be the software etc either I think

Re: New Broadband and TV apps not working

Downs8286 — Tue, 29 Sep 2026 05:27:50 GMT

Yes we tried this plus unplugging everything etc but no change

Re: New Broadband and TV apps not working

DarrenDev — Tue, 29 Sep 2026 05:45:48 GMT

Next suggestion: try compatible wifi. There have been reports of other LG TVs being unable to connect. I know yours says it's connected, but you've nothing to lose from trying:

https://ee.co.uk/help/broadband/manage-use/how-to-set-up-compatible-wifi