EE TV box pro Guide not showing programmes

[Andywcfc]

No probs for 18 months. Now says what's on not available. Guide lists channels but programme details not showing. Unable to scroll down list. Can watch all channels by inputting channel number. My old recordings are missing. Record button not recording. Connected by WiFi which is strong. Apps working fine. Tried powering down and rebooting router. Checked TV status and account. Would be very grateful of other advice before doing a box reset. Thanks for reading 

[Alex_H]

Hi @Andywcfc,

Welcome to the EE Community

Just to clarify when you say you tried powering down and rebooting the router, do you mean you also restarted the TV box? As if not I would recommend doing that. 

It sounds like from your post you are in IP mode but just in case if you are in aerial mode, you can try to rescan the channels in Settings> TV Channels> Retune channels.

Other than that a factory reset is probably the best step to try, selecting to keep your recordings so you don't lose them.
 

Alex

[zulu17]

Hi @Andywcfc 

Did this resolve itself or do you still have thw problem.

At the very least if the box EPG guide and or Home page is not displaying properly you would need to reboot that box

https://ee.co.uk/help/tv-sport/fix-problem/how-to-reset-your-ee-tv-box

Hopefully upon reboot it would pick up the latest EPG (guide)  and Home page from Youview and everything would be repopulated.

[DarrenDev]

It's an interesting one - not a scenario I've heard of before. If a TV Box reboot doesn't fix it then the only assumption I can make is that the EPG index is corrupt. A factory reset (keep recordings) would fix this.

[Andywcfc]

Thanks Alex.  Yes I have powered down my box and in IP mode.  I've noticed that my WiFi speed is 30 Mbps instead of 300 so am trying to get this sorted next. Will keep you updated 👍

[Andywcfc]

Thanks, yes I have tried rebooting box. Checking my WiFi ATM 

[Andywcfc]

Thanks Darren. Checking my WiFi ATM as it's 30mbs when I'm paying for 300 👍

[DarrenDev]

Your broadband is running at full speed.  Your wifi depends on the signal and connection type. What device did you use to run the speed test?  How close was it to the hub?

A drop in speed wouldn't explain the errors you're seeing on the TV Box anyway - if channels play then there's more than enough bandwidth to populate the TV Guide.

[Andywcfc]

All ok now thanks.  Got my WiFi speed back up to 300mbps, and powered down my box and now all good again. Mystery as I powered it down 4 times yesterday 🤔 Have a good day 👍 

[Andywcfc]

Sorry, just remembered that yesterday I changed standby settings from energy saver to smart, not sure if that helped with the resolution 🤔