EE TV Pro

[Jayboi117]

Hello,

I had a engineer come out Yesterday and install my full fibre broadband to my home. He connected up my router and i am getting the expected download and upload speed. The issue i am currently facing is with my EE TV Pro Box. When i turn it on i get the "EE TV" splash screen for about 5 seconds and then "no signal" from my TV.

Things i have checked and tried
-EE Box is connected directly to my router using the provided Ethernet cable
-EE Box is connected to the tv via the provided HDMI Cable (i have also tried one of my own HDMI Cables)
- I have tried all of my HDMI ports on my TV
-I have tried removing power for 10 seconds and restarting
-I have tried removing power for 30 seconds and restarting
-I have tried to do a factory reset but have not managed to complete the process ( i don't get prompted with a maintenance screen).
-There is no BT or EE logo on the top of my device.
-I Believe that the EE Box is sending/receiving data from the router as the ethernet lights on the back of the router are flashing.
-I have tried changing my TV's picture ratio.

I am hoping to get this up and running asap. I ordered my FTTP and TV over a month ago and i have had so many delays and this really feels like its failing at the last hurdle.|

Thank you in advance for your help,
Jay Morgan

[Peter_W]

Good afternoon @Jayboi117.

Welcome to the EE Community, and I'm glad to hear you've managed to get up and running with your broadband. 

I appreciate this isn't the start you'd want to experience with your TV though. 

When you lose picture after initially seeing that splash screen, do the lights on the box remain on and everything look like it's still holding power?
Peter

[Jayboi117]

Good Afternoon @Peter_W,

Thank you for getting back to me, the light on the box do remain on (cyan solid light on the front of the box behind the EE Logo)

Another thing i would like to add is when i look through my sources on the tv with the box turned on it is picking the device up as my "HDMI 2" channel has become "youview". 

I look forward to hearing from you,
Jay Morgan

[Peter_W]

Cheers @Jayboi117, Youview is the manufacturer of the box, so that's correct for what it's picking up.

When you first reboot this at the power switch, does the light on the front flash before going solid?

I've tested this with my own box and it initially shows the EE logo with a flashing aqua light, then goes to no signal, then after a few minutes the light goes solid and the picture loads.

Peter

[Jayboi117]

Good afternoon,

Apologies for the delayed response. I have read your message above, mine does everything the same but sadly i never get a picture. I have left it for half an hour make sure the TV and box stay turned on and sadly nothing.

Kind regards,
Jay Morgan

[Peter_W]

Thanks @Jayboi117, something definitely doesn't sound quite right here, so I'd recommend getting this raised with our technical team for further investigation. 

They'll be able to get this checked out at our end and run through a bit more troubleshooting to make sure we've done all we can here. 
Let us know how you get on too!

Peter

[David-TVTech · Accepted solution]

Hi @Jayboi117 The symptoms sound like the TV Box and TV are having a disagreement on what resolution to display at.

To check that, please ensure that:

• You're using the HDMI cable supplied with the box
• Connect direct to the HDMI port on the TV (e.g. not via eARC, AV amp/sound bar or HDMI splitter)
• TV is on and correct HDMI input selected

Once the TV box is powered on and the splash screen has disappeared, give it 30s or so then press the "Home" button and check if the main menu is shown. If not, grab the remote control again and:

• press the i (Info) button on the remote (under the Guide button)
• then press 7 2 0 on the number keys
• then press the OK button to reset output resolution to 720p

Doing that sets resolution to 720p that all TVs should support. Once reset to 720p, you should be able to see the main menu, then navigate to settings then select the appropriate resolution for your TV.

If you are still stuck after the above process, feel free to drop a note of your TV box serial number and TV make/model so we can check further.

thanks 

David

[Jayboi117]

Good Morning,

This has worked, thank you so much for your help. I had a feelin git was resolution related as i was getting the splash screen and nothing else. 
only issue i face now is i was on the phone to customer support yesterday and after covering most basis of trouble shooting they have now sent me out a new TV box to arrive early next week

kind regards,
Jay

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

[David-TVTech]

Hey glad to help, and pleased you got the right outcome. 

I'm sure we can get the 2nd box collected if you don't need it now - I'll have a word with my colleagues in the TMC and see what we can get arranged. We'll probably need to grab some details to do that so I'll reach out on a DM or email to confirm that.

Thanks

David

[JimWhite]

Had the same problem today setting up a new box.  Followed the above but to no avail.  What worked was replacing the HDMI cable that came with the box.  This must have been faulty, unable to pass device data on the dedicated signal wire.

Note that the box starts at 720p on the splash screen and switches to 1080p for the start-up process. I hope this might help anyone else coming up against this problem.