BT Wi Fi Extender issue with EE TV Box mini.

[Michael21111]

I am having a problem with the EE TV box mini. Changed to EE from BT for broadband and TV. They did not send a replacement router as they said all my old BT equipment would work fine. This included a BT WiFi extender for the bedroom (BT Essentials WiFi Extender 300)   I was sent the main TV box pro and two TV box mini's to replace the old BT TV set up.

The main TV box pro and one of the TV box mini's connected to the main WiFi using WPS  with no problems. However, the second TV box mini will not recognise the boosted WiFi signal from the BT booster. It does recognise the main WiFi signal but says it is too weak. The boosted signal is not recognised or listed as an option despite all other devices recognising and using it (Fire Stick, Mobile, Laptop, SMART TV etc).

After hours spent on mobile calls with EE technicians, moving boxes and TV's from room to room, connecting and re-connecting TV boxes I was eventually told that the BT extender was at fault and that I would have to buy a new SMART Hub and extender set up. 

I am in the process of trying to cancel.

Dreadful  experience.

[Michael21111 · Accepted solution]

I seem to be having a related problem with the EE TV box mini. Changed to EE from BT for broadband and TV. They did not send a replacement router as they said all my old BT equipment would work fine. This included a BT WiFi extender for the bedroom (BT Essentials WiFi Extender 300)   I was sent the main TV box pro and two TV box mini's to replace the old BT TV set up.

The main TV box pro and one of the TV box mini's connected to the main WiFi using WPS  with no problems. However, the second TV box mini will not recognise the boosted WiFi signal from the BT booster. It does recognise the main WiFi signal but says it is too weak. The boosted signal is not recognised or listed as an option despite all other devices recognising and using it (Fire Stick, Mobile, Laptop, SMART TV etc).

After hours spent on mobile calls with EE technicians, moving boxes and TV's from room to room, connecting and re-connecting TV boxes I was eventually told that the BT extender was at fault and that I would have to buy a new SMART Hub and extender set up. 

I am in the process of trying to cancel.

Dreadful  experience.

[Filberg]

Michael 21111. I am a new customer with EE having moved from BT and have the same problem. I am using TP power line extenders which give me Wi-Fi signal one meter away from the EE Pro TV box and when you search for WIFI signals it does not show it.
I have a Wi-Fi app which allows me to view Wi-Fi signals in the area and my extender gives the strongest signal and would provide an excellent connection.
I have had a number of conversations with EE/BT and even had an engineer round to investigate the issue changing items and rebooting routers with no effect.
My take on it is the software in the Pro box has been written to only search for WI-FI signals that show WPS available. When you try to connect for the first time the screen on the TV shows WI-FI (WPS) and you go and press the WPS button and you have a connection.
The second screen button shows search for WI-FI signals and this also only searches for those with the WPS indicator.
I think it should search and show all WI-FI signals so you can pick up those from any extenders or devices that don't have a WPS capability etc or it should allow you to add an SSID.
BT/EE have a visit arranged with me next week for someone who is expert! in the TV set up to investigate this issue but I can't see any easy fix. The Pro Box and the smaller TV box are not fit for purpose unless you have WPS Wi-Fi available so the product is limited in functionality which is not communicated to you when you sign the contract. 

I am not a happy customer

[Timbo45]

@Filberg 

I might well be wrong  but I think the Pro box only accepts 5GHz signals and maybe your extender is working on 2.4GHz.

[Filberg]

Hi, All the Wi-Fi signals it finds are in the 2.4GHz range and the Pro Box Spec gives these figures 

Frequency in range (GHz)            Max power in the range (dBm)

                2.4 – 2.4835                                                             20
                5.15 – 5.35                                                                 23
                5.47 – 5.725                                                              30
                5.725 - 5.850                                                            14

so I think it works on both.
thanks Fil

[Filberg]

Good Day, Just a catch up on my Wi-Fi issue. I have had an engineer visit from the BT Cube who has a speciality in the EE Pro-Box to try and sort out the issue with the EE box not finding my strong Wi-Fi signal from my TP extender. He check my connections from the hub to the extender and could see my Wi-Fi signal on his lap top but not on the EE Box. Initially he thought it was because my extender was working at 5G but I pointed out that the SSID information was showing 4.5G. Even with the 5G on the Pro box could not see my Wi-Fi signal. He had never come across this issue before so he suggested I contact EE and send the equipment back.
I have since contacted EE and they have accepted my reason for the return and I cancelled the TV part of my contract.

I am now waiting to receive a pre-paid returns bag to send both boxes back.
I still think the software in the EE box is looking only for Wi-Fi signals with the WAP signature on them so not showing other signals.

[Midnight_Voice]

@Filberg 

I think when you get a Box Pro that works correctly, you will find your WAP theory is not the case.

Otherwise there would be thousands of people with the issue.

[Filberg]

Thanks for the response. On your EE Pro Box can you see all wi-fi signals in your vicinity and are there any shown that do not contain WPS in their security information. E.G. (WPA-PSK-CCMP)(WPA2-PSKS-CCMP)(ESS).
This was the problem I had. Regards Filberg

[Midnight_Voice]

@Filberg 

Yes and yes. Not a sniff of WPS, and six to choose from without it:-