topic Re: Paramount + not loading in TV

Paramount + not loading

Jaxstarr — Sat, 03 Oct 2026 06:51:41 GMT

The Paramount+ app does not load on my eetv box. I haven't been able to get past the logo screen for the last 2 days.

I've tried restarting both the box and router but that has not worked. My phone app works perfectly so it's not an account issue.

Is anyone having the same issue or have any advice?

Re: Paramount + not loading

Colin1302 — Sun, 04 Oct 2026 09:29:29 GMT

I’m having the same issue exactly, and have power cycled TV, router, and EE tv box. The app on my iPhone works OK.

Re: Paramount + not loading

Ali_A — Sun, 04 Oct 2026 14:52:06 GMT

Hi @Jaxstarr

If you encounter any issues with the app or content, help and support are available at the Paramount Plus International Help Center.

You can find out more, and details for Paramount Customer support at Paramount+ now available on the EE TV Box Pro and Box Mini

Ali

Re: Paramount + not loading

zulu17 — Sun, 04 Oct 2026 16:16:12 GMT

If you do go down the Paramount + international support route , the EETV boxes are in what they categorize as YouView UK devices.

As with many support services they use chatbots . .. if you need to log a technical problem you should be able (eventually) to have access to an agent if you type Agent in your chatbot response.

Perhaps EE can advise whether afftected users should do a box reset as individual apps cannot be reinstalled and typically the reconmended action is for those affected to reinstall nonworking apps.

These are observations ..i am not an affected user

Re: Paramount + not loading

DarrenDev — Sun, 04 Oct 2026 16:39:20 GMT

That would rely on us knowing the cause of the issue @zulu17

I've just checked YouView's bug tracker, and it was raised with Paramount on Thursday. No details known yet, other than that they released an update to their app last week.

Re: Paramount + not loading

Colin1302 — Sun, 04 Oct 2026 16:52:49 GMT

To be fair Darren, I spent a couple of hours last night trying to sort the problem out. First with the Paramount help chat box , which after it discovered I had tried all the power resets passed me onto “Just Answer “ experts ( charging £1 for the privalege). They wanted me to pay £16 for them to ring me, but I continued on their chat box. They also went through all the power resets, and then suggested I delete the app, and reinstall it. ( which I discovered you cannot do) followed by a factory reset, if that didn’t work. Is that really necessary, I think not. Then their final answer was to pass it back to Paramount as a technical issue. That is why I reported it onto there EE community site!

Re: Paramount + not loading

Jaxstarr — Sun, 04 Oct 2026 18:15:46 GMT

The app is working again for me - seemed to be fixed this afternoon.

But the whole support cycle and being passed back and forth is so frustrating. I would expect eetv support to be following this up for customers, especially as all apps are locked on the TV box. The support I received vi eetv chat was very poor.

Re: Paramount + not loading

zulu17 — Sun, 04 Oct 2026 18:31:30 GMT

@Colin1302 i wouldn't expect Paramount support to pass you onto a chargeable thirdparty. Is it possible that you clicked on an advert or on a link in some search result.

Re: Paramount + not loading

Colin1302 — Mon, 05 Oct 2026 07:16:00 GMT

Thankyou. Maybe you’re correct. JustAnswer was who I was put through to, and I have since had an email from their technician asking if their recommendations had solved the problem. I still have the problem.
I must admit they did what they could via chat box , but finally recommended a factory reset which I am loathed to do.
I intend to ring EE to see what their recommendations are!

Re: Paramount + not loading

Colin1302 — Mon, 05 Oct 2026 07:17:33 GMT

Can you tell me what the final solution was to get Paramount working again, please?

Re: Paramount + not loading

DarrenDev — Mon, 05 Oct 2026 07:36:06 GMT

If you call the EE helpdesk, the only advice they will be able to give will be a factory reset. From our testing (we have a few boxes affected), a factory reset does appear to fix it.

I'll update here when I see relevant information on the YouView-reported fault.

Re: Paramount + not loading

DarrenDev — Tue, 06 Oct 2026 09:25:29 GMT

Paramount and YouView are struggling with this - they've been unable to reproduce the issue, and so far haven't found any meaningful logs.

One question they've asked is when this issue was first seen. @Jaxstarr @Colin1302 do you know when you first experienced this issue? Date, and approximate time, if possible?

Re: Paramount + not loading

Colin1302 — Tue, 06 Oct 2026 14:59:31 GMT

The first time I noticed it was on 3/10/2026, about 1800. The last time before that when it was OK was probably 28/9 or 29/9. I am still experiencing the same problem.

Re: Paramount + not loading

DarrenDev — Tue, 06 Oct 2026 15:38:34 GMT

Thanks @Colin1302 - YouView are still working with Paramount on this issue. It looks to be related to their app update, but they believe it's only affecting a small number of users. They're still trying to find out why.