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

[jackr3]

Hi David

i am having the same issues as the OP. I’ve tried your suggestion but still no luck. The EE logo on the front sometimes just flashes constantly away with the screen black

do you have any other suggestions please?

[David-TVTech]

Hi @jackr3 , sorry to hear that you're having issues. I recently retired from BT but I have reached out to one of my old colleagues to take a look for you and they should be touch soon. If you can let them know you box serial number and TV make and model I'm sure they'll be able to help.

Meanwhile, if the 720 workaround isnt working then you may have a more fundamental issue with the box and TV agreeing what resolution to display.  Provided that you're using the supplied HDMI cable (or suitable 3rd party HDMI cable rated for 4K) and directly connected (e.g. not using an amp or splitter) the resolution and content protection (HDCP) should be set and forget. You mention it's only sometimes occuring that suggests some other factor is involved.  Does it happen on any channel or catch up app, or only when watching specific channels (e.g. Sport Ultimate / UHD) ? In my experience it is sometimes the higher rate streams that cause issues, and either a cable or port change can be helpful in resolving. 

Hope you get it sorted,

David