topic Re: None of my live channels are working since Friday in TV

None of my live channels are working since Friday

ClaudeG63 — Wed, 30 Oct 2024 09:24:03 GMT

All my live channels disappeared on Friday and I’ve done all the recommended actions more than once, including a factory reset to the box and rebooting the hub.
I’m stumped, anybody any suggestions?

Re: None of my live channels are working since Friday

Midnight_Voice — Wed, 30 Oct 2024 12:19:31 GMT

@ClaudeG63

What’s the box, is it in IP Mode or Aerial Mode, what exactly is missing, and what if anything is still working?

Re: None of my live channels are working since Friday

ClaudeG63 — Wed, 30 Oct 2024 19:56:20 GMT

Thanks for your reply Midnight Voice

I have had a lengthy conversation with an advisor today and after much repetition of my earlier actions rebooting etc, they are stumped too and are sending me a new box.

In answer to your questions the apps and pre-existing recordings were there but no live channels. It is connected by BT wifi and the Ethernet cable is not long enough to reach the hub to connect it directly.

Re: None of my live channels are working since Friday

id9 — Wed, 30 Oct 2024 21:23:20 GMT

I ran Defender and got rid of a couple of apps...I'm a technophobe, so not sure which part worked. 🤔

Re: None of my live channels are working since Friday

ClaudeG63 — Sat, 02 Nov 2024 09:56:21 GMT

Thank you for your reply id9, I am not even sure what running Defender means so more of a technophobe I’m afraid!

We received new box and hdmi cable yesterday, plugged into both hdmi sockets on tv, exactly the same result as the original box.

i believe the fault is not with the box now, my iPhone is telling me we are getting good internet speed via Wi-Fi so can’t understand what’s happening.Getting fed up now, maybe it’s time for a move. We’ve only had BT 18 months, had no problems really until now.

Re: None of my live channels are working since Friday

Ali_A — Sat, 02 Nov 2024 13:50:59 GMT

@ClaudeG63

Are you able to connect your TV box directly to your router using an Ethernet cable?

Ali

Re: None of my live channels are working since Friday

Midnight_Voice — Sat, 02 Nov 2024 13:52:17 GMT

@ClaudeG63

Do you mean no channels show in the EPG, or that none of them work? If the latter, do you get an error message, and if so what?

Are there absolutely no channels in the EPG, or is it just the ones from 300 upwards missing?

Can you post a picture of your EPG?

You haven’t yet answered as to whether you are in Aerial Mode or IP Mode. If the former, try plugging your aerial directly into your TV, tuning it, and seeing what channels, if any, you get.

Re: None of my live channels are working since Friday

ClaudeG63 — Sat, 02 Nov 2024 22:50:11 GMT

No the Ethernet cable isn’t long enough to reach

Re: None of my live channels are working since Friday

ClaudeG63 — Sat, 02 Nov 2024 22:51:22 GMT

Sorry Midnight Voice, it’s in IP mode, I will try the aerial

Re: None of my live channels are working since Friday

Midnight_Voice — Sun, 03 Nov 2024 09:30:37 GMT

@ClaudeG63

I predict that Aerial Mode will get you back the Freeview channels, but the EETV-supplied channels will still be missing,

Your problem is likely that Multicast is not working for you. As long as you are not using any third-party network equipment, like a non-EETV router, mesh system, and so on, the problem will not be at your end, and EE should be investigating this at their end, not running round like headless chickens and sending you a new box, which probably won’t make a blind bit of difference.

When @DarrenDev had his hands on the levers of power, he could have diagnosed this in minutes, even if the actual fix took a bit longer.

I fear this is the start of a decline for EETV, though whether it will be long and slow, or frighteningly rapid, remains to be seen 😢

Re: None of my live channels are working since Friday

DarrenDev — Sun, 03 Nov 2024 09:39:50 GMT

Sorry that this hasn't gone well so far.

Can I suggest you please call again and insist that the case is raised with TMC - they're a team who can investigate all parts of the network to find where the TV channel signal is going missing. If the fault is inside your home then they can detect that too.

Just to set expectations though - TMC will likely take 5-10 days to reply, as they are very busy.

Re: None of my live channels are working since Friday

ClaudeG63 — Sun, 03 Nov 2024 11:19:17 GMT

Thank you so much for your replies, it is great just to have someone listen to what I am saying. Yes I can get the free view channels via the aerial so will be ringing them back tomorrow. Thanks for your attention x

Re: None of my live channels are working since Friday

ClaudeG63 — Wed, 06 Nov 2024 11:39:45 GMT

Thanks for your input, Darren, I rang them today and the channels have all been restored, although a reason for the problem was not forthcoming.

i am extremely grateful to you.

Re: None of my live channels are working since Friday

ClaudeG63 — Wed, 06 Nov 2024 11:44:40 GMT

Thank you very much for all your assistance and suggestions, Midnight Voice, I called Ee back today and went through the usual process of them rebooting the hub etc and all the channels came back on line once I had spoken to an engineer. Although they didn’t tell me what the problem was originally. I am most grateful to you for supporting me with this. Very helpful, thanks.