EE TV Box turning on by itself

[JZW_2025]

I have recently changed from BT to EE. I now have a black box to control my TV, but the box comes on itself quite often which starts the TV working. I have spoken to EE support and have been given a replacement remote control but I still get the problem. 

There is no pattern that I can identify about when this happens. I see other comments on this Forum about what looks to be the same problem so I am not alone.

I do not like the idea of electrical equipment out of control. Potentially this could be a fire risk.

Is there anyone with a full solution to this?

[zulu17]

There is this thread

https://community.ee.co.uk/t5/TV/TV-Box-Pro-Switching-TV-on-in-the-Middle-of-the-Night/m-p/1478541#M...

of members experiences .. not sure there was any  root cause identified  for them.

[JZW_2025]

@zulu17 

Thanks for the information. I had a quick scan of the thread and it looks like everybody just gave up or cancelled EE, so not very impressive for a large company. 

I'm sure there will be a solution eventually.

I do wonder if it is interferance from neighbouring systems that also use BlueTooth but I'm on thin ground with understanding that.

[DarrenDev]

Issues like this have occurred a few times in the 13 years that YouView has existed.  Each time, the issue is found and fixed - something like this is always considered high priority, as it can have a huge effect on the household.

This is the first time (that I'm aware of) that we've not been able to reproduce the issue, or find anything meaningful in the logs to explain it.  We're therefore more reliant on you to help us out.

I would definitely appreciate as much detail as possible from anyone affected by this.  Specifically:

• Serial number (it's safe to post on here - it's not private information)
• Energy saving mode
• Time that it was noticed (if you know the exact time it turned on, that'd help).
• When the box was last used (if known), and whether it was put into standby or left turned on.

If you could post this detail every time it happens, that'll really help too.

Thanks also @zulu17 for the pointer to that previous discussion - I wasn't aware of it, and neither were the team.

[Ben406]

I am on holiday until next week so will send you the serial number when I
get back. Will also see if it has switched on while we were away. Has
happened 2-3x since my initial post and with less frequency.

[JZW_2025]

@DarrenDev 

OK you asked for it...

If you manage to read all of this timeline you will find as much information as I can find about box versions etc at the end. The time accuracy is not good in places but I'll try and be more precise to allow you to attempt to replicate the problem. I have only changed the standby mode from the initial setup when I first got the box.

Box has been connected to power and router at all times.

One question. Do all of the people who have posted on this sequence get notification of updates or do I need to address all by contact name?

Thursday 5 June 18:30 Got EE kit. Set up and working OK

Monday 9 June TV box on unexpectedly at least twice in evenings during this week

Friday 13 June 06:00 TV box on during night, switch off
07:15 TV box on unexpectedly
08:00 Spoke to EE. Explain random on, agree try new remote control

Tuesday 17 June 06:00 TV box off 06:00 Use Win 11 pc.
07:15 TV box on unexpectedly. Switch off.
08:28 TV box on unexpectedly again. Switch off
Enable new remote by removing battery tab.

Wednesday 18 June 05:50 TV box on during night, switch off
07:00 TV Box on unexpectedly. Switch off.
08:00 TV box on unexpectedly. Switch off.

Friday 20 June 08:45 TV Box on unexpectedly. Switch off.

Saturday 28 June 16:15 TV Box on unexpectedly. Switch off. On after 13:40

Sunday 29 June 12:20 TV on unexpectedly. Switch off.
Join EE Forum (JZW_2025)
13:10 TV box on unexpectedly. Switch off.
20:10 TV box on unexpectedly. Switch off.

Monday 30 June 10:30 Unplug HDMI cable

Tuesday 01 July 08:50 Disable TV Auto HDMI setting, plug in HDMI cable.
19:00 - 22:40 Light on TV Box. TV not on
Unplug HDMI cable

Wednesday 09 July 17:10 Plug HDMI cable in again. No problems since Tuesday 01 July

Monday 18 August Have not seen problem but have not been using box this month.
Would have seen power lights if on. TV Box in use again.

Wednesday 20 August Have seen fault several times over the last few days.
Switch to "Always Ready" as recomended by @DarrenDev

Monday 25 August Have not seen fault in last five days, but have gone this long
before without it occuring.

TV Box serial number ****** **********
Varient RTIW387.002.P
Hardware Version 0008
Identifer 0000DB-RTIW387-07205b03

Component software 4.2.154(816430)
Manufacturer software 0.13.64
Platform configuration 5742(eb3c66fa)
ISP configuration 9204

Remote Firmware Version V2.006

[Mod edit: Please do not post personal information on the public board. Thanks!]

[BigD4]

Serial no ****** **********

model RTIW387

now in standby mode was in energy save. 

box fitted approx two months ago

first occurrence mid afternoon no one home 

Second early evening while sat nearby

third about 4am.  
Also activated the tv when I lifted the box just now to get the serial no. Which is odd as I have to turn the tv on with its own Remote separately to the box.  

[Mod edit: Please do not post personal information on the public board. Thanks!]

[BigD4]

Should have added on all three occasions it had been used earlier in the day. 

in respect of neighbours my house is detached and some distance between us 

[Ben406]

Serial number *************
Model RTIW387.

[Mod edit: Please do not post personal information on the public board. Thanks!]

[JZW_2025]

OK My box has been used often without any problem for nearly a week, and has not come on when it was not asked to since I switched the power mode to "Always Ready".

I would prefer to go to one of the minimum power settings, but does this mean that I will get random switching on again?

Has the software been updated, can EE do this without my interaction anyway?

[DarrenDev]

Thanks for the confirmation @JZW_2025 - that's at least a workaround until the fault is found.

The software on the TV Boxes upgrades automatically - usually overnight without you even knowing it's happened. There haven't been any updates recently though.