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 

[Andrewblackmoor]

A multi billion pound company and they have rolled out a platform that don’t work with wrong batches of boxes completely unacceptable in my opinion send it back people load of rubbish 

[DarrenDev]

@Andrewblackmoor no system is perfect, and I definitely wouldn't expect an engineer to have known how to deal with this issue.  I get that you clearly don't like Apple TV though.  I wish you the best with your choices.

[DarrenDev]

Sorry to hear that @norwoody .  Can you please confirm that you performed a full factory reset of the Apple TV as per https://support.apple.com/en-ae/108897 ?

[norwoody]

Hi @DarrenDev , yep I selected "Reset" rather than "Reset & Update". Then once it restarted, I had to pair the remote again. After that I got a pop up asking if I wanted to use my iPad to set up the Apple TV. Then it asked me if I wanted to download some apps recommended via EE (Channel 4, iPlayer etc).

I've tried restarting the Apple TV a few times, but no changes still. Only TNT/Discovery are available.

[DarrenDev]

OK thanks.  No amount of restarting is going to fix it - the decision is made when the box is first set up, and can only be set again with a factory reset.

I've made the team aware that it didn't fix it for you.  I'll hopefully have an answer for you in the morning.

[norwoody]

Thanks - do you need me to send across the serial number or anything else?

[DarrenDev]

Good idea - it's worth you emailing me your serial number, just in case it doesn't match our records. tv.apps@ee.co.uk Thanks

[norwoody]

Just done that now, subject "Apple TV Serial Number - EE Community".

Thanks

[Andrewblackmoor]

Darren dev. You say no system is perfect your system doesn’t work it’s not working at all for anyone EE are a multi million pound company and you think that response in regards to your engineering team they even don’t know how to fix it is acceptable and people like myself and other customers have to waste days and time trying to fix your system is also acceptable poor response my friend in regards to not all systems are perfect SKY Tv works and is set up properly and the TV boxes are top of the range EE couldn’t even put voice option on there tv box pro it’s 2024 this needs reporting to OFCOM in my opinion now 

[DarrenDev]

"Not working at all for anyone"?  There have been 3 reports on this forum and 1 via email.  It has affected a tiny proportion of boxes shipped out in the last 10 days.  Our field engineers fix issues in the home - either with the set up, or the wiring to the home.  This issue is related to a back end process before boxes are shipped out.

You didn't have to waste days and time - I responded to your message within 15 minutes, and told you we were investigating.  You were only asked to email a serial number - you didn't need to do anything else, except maybe spend 10 minutes resetting your box when you were told it was fixed.