Apple TV box

[Smokyjoe]

Initially set up EE main box and 2 minis worked ok for about 4 wks , today have got Apple TV box through Ee and swopped the main box this morn can’t access free view live tv on that and  now the mini boxes are quoting code BTP-16500 

[DarrenDev]

Are you still having issues @Smokyjoe ?  It looks like your Apple TV successfully paired to your line 10 minutes after you posted this.

[Smokyjoe]

The mini box is working  but the live tv doesn’t work on the EE Apple TV box just discovery and TNT channels 

[DarrenDev]

When you say live TV doesn't work, I assume you mean that all the other channels aren't there?

Our logs show that your Apple TV isn't recognised as being an EE TV one.  Did it come with an EE branded remote control?  I'm thinking maybe they sent you a regular Apple TV by mistake.

[Smokyjoe]

Maybe as it has an Apple Remote by look of it

yes have linked the Ee tv app but no live tv ie free view 

[Smokyjoe]

Can they send an Ee remote out then?

[Smokyjoe]

Yes no other channels on live tv but am Ee Tv subscribed and broadband and the Apple TV box came from EE 

[DarrenDev]

Unfortunately the remote control isn't the issue - that's just the easy way to tell if it's an EE TV one.  The Apple TV itself needs to have a serial number that is registered with Apple as being for EE TV.  Unfortunately you've been sent an "old EE" Apple TV.

There's no way to register your serial number with Apple to enable it for Freeview - it'll need to be returned, and a proper EE TV one sent out.  It's best you call us again to request it.

[Smokyjoe]

Ok thanks will try tonight wonder why they didn’t pick this up when I called earlier on 

Thanks 

[DarrenDev]

My job is working on EE TV, so know a lot more about the process than they do.  Feel free to tell them to contact Darren Taft if they need any further info (they should already have my name in their contact list for TV issues anyway).