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 

[Smokyjoe]

Thanks they will send a new one and I’ll send the other one back will see hopefully be ok once set up the right one 

[Andrewblackmoor]

I have the same issue here 

[Andrewblackmoor]

Hi mate I have the complete same issue as the previous customer has said the exact same issue 

[DarrenDev]

Sorry to hear that @Andrewblackmoor - we've had a few cases in the last 48 hours, and we're investigating as a top priority.  We've confirmed that it isn't agent error - possibly a batch of serial numbers that weren't correctly registered.

Could you please send me an email at tv.apps@ee.co.uk with your EE account number, and the serial number of the Apple TV you were sent.  I'll add it to the investigation.

[DarrenDev]

The cause was confirmed to be 2 batches of devices where the serial numbers hadn't been properly registered with Apple.  This has now been fixed, however you'll need to factory reset the device to pick up the change.  Let me know if you have any issues.

@Smokyjoe regarding your remote control - could you please confirm that the remote definitely didn't have an EE logo on it?  My initial suspicion that incorrect devices were being sent out proved to be false, so the only thing we cannot explain is how you'd have the wrong remote.

[norwoody]

Hi @DarrenDev , jumping on this to mention I've got the same issue. I ended up signing up to EE TV, and received the equipment on Friday. Today is meant to be the day the new packages take effect. All the channels work as expected on the mini box I have in the bedroom, but as of 8:10pm now, I still don't have access to Freeview or anything else except discovery/tnt on the AppleTV. Following on from what others posted on this thread, mine came with the EE remote.

[DarrenDev]

Sorry about that@norwoody - a factory reset will fix it.

You'll also most likely receive a text tomorrow to tell you to reset it, but you can ignore it if you've already done it.

[Andrewblackmoor]

We’ve cancelled it as we were in the cooling off period it’s a load of rubbish and the service we received from ee was awful we was on the phone for 4 days straight on and off even had a engineer out he even didn’t know how to fix it I would strongly recommend not even wasting your time people EE have rushed this service out way to quickly and the manufacturer who makes the equipment are rubbish platform. We’re all cancelled sending the lot back even the board and as that was buffering. We’ve join sky instead more reliable company who will come and install everything so the service and the jobs done properly. 

[norwoody]

@DarrenDev  - Thanks. I've just factory reset, and gone to set it up again using my iPad but I have the same problem. The channels haven't changed for me.

[Andrewblackmoor]

Read my message mate send it all back it’s a waste of time pal