EE TV mini box Nightmare 😔

[N_i_c_k]

After some advice please 🙏

My EE TV mini box has stopped working on standard channels (BBC, ITV, etc). Streaming works fine as I run the box off of Ethernet from EE router. I just get a blank screen. Swapped out the cables, did all the switching off and on and even got a new box, but still the issue exists 😭

Can I try anything else? 

Could it be an EE account linking issue? 

[DarrenDev]

Could you please turn the TV Box on for a few hours and leave it (it's currently showing as offline, so I assume powered off)?  The device runs self-diagnostics when in standby that help us identify faults.  Let me know when it's on, and I'll set myself a reminder to check a few hours later.

[N_i_c_k]

Hello Darren! 

The EE mini TV box has been on all day while my wife was at home. Can you see anything on your end? 

I think it could be an authentication issue between EE and my account as it's happened on 2 boxes now. Are you able to check? 

Thank you 

[DarrenDev · Accepted solution]

I can confirm that no TV signal at all is reaching your TV box, and there are no known faults at your switch.  It therefore needs to be investigated by our specialist team, to trace it through all the various systems and find where on the network it is failing. The best way to do this is call the helpdesk and raise a fault - you should be put through to HTL2, who will perform some diagnostics before then raising a case with Openreach.

[N_i_c_k]

Hello Darren, 

Thank you for you help and time! 🙏

I work for Openreach as a Fibre Engineer and I've ran a full diagnostic on the fibre line from my house to the exchange. OTDR trace confirms perfect trace, light at the ONT (-16.60), solid PON and no faults. I'm abit stuck as to what it could be 🤔

I've tested both HDMI ports on my TV, both work with my PS5. 

Could it be an authentication issue on EE's side? 

Appreciate your help 

[DarrenDev]

If the issue were authentication, you wouldn't even have the channels visible in the guide.

There's no multicast reaching the TV Box.

The first check is always a bounce of the Hub and ONT, but you say you've done that.  If you were on FTTC then a hub config check would also be made, but you're FTTP so N/A.

If still no AO on the TV Box then it gets passed to the next level (HTL2).  I don't handle that side of things, but I know it starts with an FTTP4 task to OR, checks are made on the multicast VLAN, the L2S, and the port configuration is validated. Sometimes IGMP joins are traced through the network to find where they're being lost.