EE Apple TV - I cannot get my free to air (Freeview) channels

[Burns32]

Hi I have a new Apple EE TV box and I have selected my region and on the EE app I cannot see any of my Freeview channels  - BBC, UTV, CH4 etc. What do I need to do to see these on the EE app?

[DarrenDev]

Really unfortunate timing @Burns32 - we've literally just fixed this issue from our end, affecting 2 batches of Apple TVs that have been sent out in the last few days.  In order to pick up the fix, you'll need to factory reset your Apple TV.  When it comes back up, you should find all the channels now available.

Sorry for the inconvenience.

[Burns32]

Darren,

Yes quite unfortunate. I just got it toady so I must fit into this group. Is it reset or reset and up date. Does this loose all my other apps that I have already set up?

[DarrenDev]

Unfortunately it needs a full factory reset, so you'll need to set up your other apps again.

[Burns32]

Darren, I have done a full reset and no change, then I done a reset and update  and still no change - what other suggestions have you got?

[DarrenDev]

Apologies @Burns32 - this topic is being discussed in many places, and I failed to update this one - it appears that yesterday's attempt to correctly register all the serial numbers with Apple didn't complete correctly.  We're working with Apple to get them registered today.

I'll update here when that's done, at which point I'm afraid you'll need to factory reset again.

[Burns32]

Darren, after may last update and reset the box is completely unresponsive now. When I switch it on, the "Hello" comes up and when I touch the centre button to move on - it is completely unresponsive. I have changed the batteries in remote and still no response. What is wrong now? I have one apple box and I notice that the ee logo is not on this second box - is that a problem? Very frustrated customer

[DarrenDev]

You can try repairing the remote using the instructions here: https://ee.co.uk/help/tv-sport/apple-tv-4k/using-your-ee-tv-remote-with-apple-tv-4k 

Do that now, but don't actually complete device setup until I've confirmed that the serial number is registered.

[Burns32]

Darren - thanks, yes that worked. OK will wait until you confirm all is ready for the set up. Thanks again

[Dme11or]

Also having this same issue. Tried a full reset. Please confirm when this is resolved. 

Thanks