topic Re: Problems with Connection following a swap from BT to EE router. in TV

Problems with Connection following a swap from BT to EE router.

SmallBoatSailor — Tue, 21 Jan 2025 14:51:46 GMT

Problems with my broadband service were eventually sorted after swapping the routers and a n Openreach engineer visit to north the line. My Computer, phone, and iPads all work with the broadband. Unfortunately my printer doesn't connect to my computer and my TV has lost all its digital stations.

Re: Problems with Connection following a swap from BT to EE router.

Profile closed — Tue, 21 Jan 2025 15:31:17 GMT

@SmallBoatSailor

So to confirm, the channels delivered over the internet do not work following the change of hub?

Have you completed a reboot or restarted the box with a 'light reset' since the hub change?

Re: Problems with Connection following a swap from BT to EE router.

SmallBoatSailor — Tue, 21 Jan 2025 17:14:01 GMT

I have managed to sort the printer problem, It wasn't talking to the hub.

I wasn't aware that this would be needed. The exchange of the hub following the engineer's visit resulted in the switch from Terrestrial TV only to the original TV setting.

The soft re-boot made no difference. My subscription channels are still missing.

Re: Problems with Connection following a swap from BT to EE router.

Midnight_Voice — Tue, 21 Jan 2025 21:58:48 GMT

@SmallBoatSailor

‘north’ the line?

After a reset, even a Keep Recordings one, you have to retune the Box Pro.

When you say the TV has lost all its digital stations, do you really mean the TV, or are you referring to the Box Pro playing through the TV?

Heve you got the Box Pro connected to an aerial? The TV connected to an aerial?

And in what way are the stations missing? Nothing in the EPG (Electronic Programme Guide), or are they there but won’t play?

Re: Problems with Connection following a swap from BT to EE router.

SmallBoatSailor — Wed, 22 Jan 2025 15:23:28 GMT

I don't recognise the "north" the line expression.

The TV antenna plugs into the "Box" but digital stations come in via the router.

Prior to the swap out of the router (NOT the TV Box, which is the original BT issue) my subscription channels, Amazon Prime, Netflix and Disney + don't appear on the menu. They used to be a feature of the basic Menu, but now they're missing even from subscription sub menu.

Re: Problems with Connection following a swap from BT to EE router.

Midnight_Voice — Wed, 22 Jan 2025 16:06:28 GMT

@SmallBoatSailor

You said, in your first post, “Problems with my broadband service were eventually sorted after swapping the routers and an Openreach engineer visit to north the line.”

On further reflection, perhaps it was meant to be “sort”.

But what menu on what device, are thise subscription channels missing from? EETV boxes, except for the Apple+ one, don’t have Disney. But the other two will apparently disappear if you scroll right in the apps list as far as the Great!/Pop player, though they should revert the next time you open the Home Menu. (You are looking at the Apps rail, aren’t you?)

Have you tried pressing the Apps button, see if these apps are in the list there?

Re: Problems with Connection following a swap from BT to EE router.

SmallBoatSailor — Wed, 22 Jan 2025 16:29:48 GMT

YES I did mean "sort" the line. Apparently it was a line fault with the old infrastructure connecting the local pole to the green box in the road.

These subscriptions used to be visible on the opening menu screen prior to switching over the Routers.

Now they don't appear at all on the TV "Box". It's the original BT Set Top Box issued before they switched me to EE.

I've checked the Apps Bar and there is a message "Apps unavailable - cannot connect to Broadband. Contact BT.

I assume I have to revisit the settings? I can't remember how to do this. The BT controller sone't seem to have an appropriate button on i to do this. I have tried switching it on and off... it doesn't make any difference.

Re: Problems with Connection following a swap from BT to EE router.

Midnight_Voice — Wed, 22 Jan 2025 17:43:50 GMT

@SmallBoatSailor

Is this box connected to the router by WiFi!? With a new router, you likely have a different password, and will have to repeat the login, in Settings, using the new password, that should be in a little plastic bit on the router, or maybe a label.

Or is it wired to the router? In which case you don’t have that issue.

There’s a very similar issue here:-

https://community.bt.com/t5/EE-TV-YouView/Apps/td-p/2271791

and a fix that worked.

But if that doesn’t work, as it says Contact BT, and it’s how the engineer left it for you, I’d be very inclined to to contact BT, and ask them how to fix it, because, assuming that you reported it correctly and in full, that isn’t an error message I am familiar with 😢