topic Re: EE TV in TV

EE TV

Chud777 — Wed, 16 Oct 2024 08:11:32 GMT

Hi all, new to this forum and first day with EE TV. First impressions? Not great. Missing a couple of channels I had with the equivalent package with Sky which is disappointing. The TV Guide is clunky and not user friendly. I mean, why on earth doesn't it default back to the top when you open it? This is a really bad design fault. Also, I'm on the home page and it keeps trying to get me to set up TNT Sports for some reason. I don't want it but the box doesn't care. I can't browse the home page without this being shoved in my face. So, I'm here to ask, what is the cooling off period? Is it 14 days? And does anyone know if Sky make it easy to go back to them? Thanks.

Re: EE TV

DarrenDev — Wed, 16 Oct 2024 08:29:07 GMT

Why would we assume everyone wants to go back to the top of the TV Guide @Chud777 ? Pressing the TV Guide button gives you an easy way to view what you're watching, along with the programmes before/after, and you're also more likely to want to watch a channel similar to the one you're already watching - which will be in the same part of the TV Guide. Jumping to the top every time would assume you're wanting to watch BBC 1 next - why would we make that assumption? You can just press the number 1 on the remote to jump to the top though.

I'm confused by your "keeps trying to get me to set up TNT Sports" comment - it should only do that if you're tuned to that channel. Try switching to a different channel and it won't prompt you to set it up anymore.

You do have a 14 day cooling off period, as long as you bought online or over the phone. If you bought in store, the cooling off period doesn't apply.

Re: EE TV

Chud777 — Wed, 16 Oct 2024 08:53:15 GMT

Okay point taken with the tv guide, if pressing one does the job that's fine. And changing the channel gets rid of the TNT marketing so all good there, thanks.

Currently on to 150 as I can't get any channels, problem with the broadband it claims, despite the box being aqua and everything else working fine. Today is activation day, so I just need to wait till tomorrow and call back if still having issues.

I bought in shop and was told there was a cooling off period. Customer service have confirmed this and say it is an Ofcom rule so I'll be covered. Hopefully I won't need to invoke it but it's good to know it's there incase.

Re: EE TV

DarrenDev — Wed, 16 Oct 2024 09:37:33 GMT

OK, that's great news about the cooling off period - I wasn't aware of that.

I can see the IPC6023 errors, and can confirm no TV (multicast) signal is reaching your TV Box at the moment. I can also see you set up your TV Box over wifi, and you're not using any 3rd party wifi router. Therefore I would have expected it to start working already, but as the helpdesk have said - it can take until the end of the day.

If it's not working tomorrow morning, post back here and I'll raise the fault for you (I've already confirmed all the basic causes, so will send it straight to the next level).

Re: EE TV

Chud777 — Wed, 16 Oct 2024 09:42:27 GMT

Ah that's great, I didn't realise you could carry out official account business on here, I thought it was just an "advice" forum kind of thing.

I've wired the box to the router rather than used Wifi, and the apps like Netflix seem fine, so it seems it's just the TV signal that hasn't processed yet. The box blaming the connection to the router has thrown me, when it's actually no TV signal that is the issue.

I'll keep an eye through the day and report back tomorrow with any news.

Thanks again.

Re: EE TV

DarrenDev — Wed, 16 Oct 2024 10:00:59 GMT

Normally you can't @Chud777 , but I'm an exception to the rule - I try to help out as much as possible (as an aside to my day job), to keep the load on the helpdesks down.

The TV channels are delivered over multicast, which flows down a different part of the internet. IPC6023 means either "I'm not getting a signal" or "I'm not getting enough signal". It doesn't know why, so it defaults to blaming the connection to the router as that's the only bit you have any control over. We're trying to improve it by being able to detect whether the hub is even receiving a signal - our hubs are getting more clever all the time, and will hopefully start raising faults before you even know they're happening.

Re: EE TV

Chud777 — Wed, 16 Oct 2024 17:13:15 GMT

Thanks, I appreciate the help.

Quick update, as of 6pm I still have no TV channels. Have to say this is quite disappointing, I thought the process would be complete by now. If I have to make another phone call in the morning, it may well be a grovelling one to Sky followed by a goodbye to EE. Hopefully it won't come to that though.

Just for context, does it usually take upwards of 18 hours for the average customer starting out with EE TV? If it's the norm then fair enough, but if it's not, then I'm a tad concerned going forward that this is the beginning of an ongoing problem..

Re: EE TV

Profile closed — Wed, 16 Oct 2024 19:46:25 GMT

@Chud777 wrote:
Just for context, does it usually take upwards of 18 hours for the average customer starting out with EE TV? If it's the norm then fair enough, but if it's not, then I'm a tad concerned going forward that this is the beginning of an ongoing problem..

Nope, it’s often longer! 🤣

@DarrenDev is a good egg and will get you sorted 👍

Re: EE TV

Chud777 — Wed, 16 Oct 2024 20:22:37 GMT

Oh dear! 😳

Yes he seems it, reassuring to know someone is looking out for the customer in a situation like this.

Re: EE TV

Chud777 — Thu, 17 Oct 2024 09:32:54 GMT

10:31 and the call to 150 has commenced.

About to get a second phone line on the go to Sky too, as this doesn't seem like a quick fix..

Re: EE TV

Chud777 — Thu, 17 Oct 2024 09:58:22 GMT

Called Sky. Going back to them. We live and learn eh.

Been totally had by EE. Faulty box, got to wait for new one, got to wait for engineer visit. Absolute joke. I said this in the shop, and asked for an engineer for on the day, but the young lad wasn't having any of it.

Darren thanks for your help, you did your best.

Re: EE TV

DarrenDev — Thu, 17 Oct 2024 10:05:15 GMT

Sorry that it didn't work first time (a fault - you haven't been "had"), and I'm even more sorry that the helpdesk gave all the wrong advice. You don't need a new box, and an engineer visit wouldn't have helped. I did say not to call, and that I'd raise the fault for you.

No problem though.

Re: EE TV

Chud777 — Thu, 17 Oct 2024 10:24:24 GMT

Yeah no probs, thanks for trying. Okay it's a fault but I saw it coming and said I wanted an engineer on the day. But oh no, EE knew better. Their perfect TV system would be a seamless transition. And as a result they lose a customer.

It's a bit worrying too that 150 aren't capable of resolving faults that they should be able to.

Re: EE TV

Deano1711 — Thu, 17 Oct 2024 10:52:55 GMT

You did the right thing going back to sky ee are a total mess from top to bottom. Customer service is the worst i have ever come across even worse than talktalk. Nothing on there platform works. Darren trys and probably knows deep down that hes fighting a losing battle.

Re: EE TV

Profile closed — Thu, 17 Oct 2024 10:56:38 GMT

Hopefully the new EE ordering system will solve many of the known issues. It’s called ‘Horizon’ and they got it on a cheap deal from Fujitsu.

Re: EE TV

Chud777 — Thu, 17 Oct 2024 11:42:30 GMT

In a twist of fate, we spoke to Sky and our TV hadn't been cancelled! So EE have cocked up there too, but it has worked in our favour. We've just plugged the box back in and all is good. We're keeping the broadband though, as it seems to be an improvement on the Sky one we had, but will be cancelling the TV.

Re: EE TV

Weerab2024 — Thu, 17 Oct 2024 11:58:25 GMT

@Profile closed I'm just waiting for Jeremy Beadle to be honest 🤣

EE TV is officially the bargain basement for subscription TV in my opinion, with the free to air channels being so stagnant they are beginning to smell.

Im seriously considering getting the Sky stream multiroom when my contract ends.

Darren has done his best helping customers including me, but in my opinion it's a sinking ship.

Re: EE TV

Profile closed — Thu, 17 Oct 2024 12:20:42 GMT

@Chud777 wrote:
We're keeping the broadband though, as it seems to be an improvement on the Sky one we had, but will be cancelling the TV.

That is fair, my experience with BT Broadband and kit has been much better than it was with Sky, but then that makes sense when broadband is a core service to BT/EE.

Sky know how to do TV, BT/EE know how to do broadband and mobile, depending on your needs, if you can get that mix at the right price, you will be in a good place.

Re: EE TV

Weerab2024 — Thu, 17 Oct 2024 12:26:57 GMT

Agreed, BT/EE broadband is great, its just the TV offering that is poor.

It's that poor they have unofficially owned up to it, being sales for Sky Stream.

Unfortunately anyone who has taken the Entertainment package in a hope it would be improved are stuck till their contract ends.

Re: EE TV

Deano1711 — Thu, 17 Oct 2024 15:17:12 GMT

I had an awful experience with ee broadband drop outs 4 times a day slow speeds. Ee said was a fault my end after several engineer visits who couldnt find a fault so left EE without any charges moved to sky broadband gfast 150 and have had a solid connection ever since so it shows it was ee end that was the problem. And for 28 quid a month 8 quid cheaper than ee65 and a superior service. And after doing a new deal with sky i get entertainment movies sky sports tnt sports UHD ad skipping and multi room with 6 boxes all for 75 quid a month. I would never go back to ee they are too expensive and offer no more than the other providers