EE TV pro box cant connect to Ethernet

[NickTVR]

Just switched from Sky Q to EETV and Fibre broadband and having a number of issued configuring the system. the First one is  setting up a wired Ethernet connection to the TV. 

I initially set up the EE TV pro box on wifi for  testing and it worked fine from the EE router, but still had some freezing up issues.

I then tried to swap over to an Ethernet connection and the TV box says it wont connect to the internet. However, I still get all the EPG channels, but no apps, recordings etc. This seems pretty weird as the box is not connected to the TV Ariel, so it must be getting internet, but blocking Apps, recordings etc. 

One possible issue is that the Ethernet is routed from a net-gear network switch, could this be causing authentication issues?

[Chris_B]

@NickTVR  You probably need to factory reset this box as it’s probably still working via WiFi and you need to take the switch out of the equation as it could be causing a problem. 

[Midnight_Voice]

@NickTVR 

You did go to Settings/Broadband Connection, and change from WiFi to Wired? But this shouldn’t need a Factory Reset; that’s just for going from IP Mode to Aerial Mode, which you aren’t doing.

When you say you get all the EPG channels, does that include the ones in the 300-600 range? And you don’t just see them in the EPG, but they actually will play?

These are usually the problematic ones to get, as they come over multicast, and something like a Netgear switch, unless it provides IGMP snooping, and perhaps even if it does, can interfere with this.

But you have the opposite problem - you get the EPG channels, but not the apps etc., the conventional stuff.

But yes, I would suspect the switch; can you take it out of circuit, even just as a test in the first place?

It almost sounds like it does IGMP snooping, but erroneously decides to stop the non-multicast traffic.

Try bypassing the switch, and please let us know the results. And it will be very useful to know the exact model of switch involved, either way.

[NickTVR]

Managed to get it working.

Initially bypassed the network switch with a coupler which worked fine, unfortunately this isn't a solution as I need the network switch due to the location of the router and other devices, including the mini box. 

Next I tried a full reset of the box, with it plugged into the network switch and surprisingly this worked. 

Still having issues though including:

- Still getting regular picture freezes

- lip sync is out in surround mode and the adjustment in settings just makes it worse

Other gripes include:

- very few channels seem to carry surround sound compared to Sky Q

- despite being told by the sales team that 3rd party  routers can be used, this doesn't seem to be the case, I've tried using my  Asus zenwifi router with the correct settings and can't even get an Internet connection. So looks like I'll be stuck with the inferior EE router. 

Still in the cooling of period, so if I can't get this sorted over the weekend then I'll have to cancel. 

[Midnight_Voice]

@NickTVR 

I don’t know the context in which the sales team would tell you you could use a third party router; you can, but only if you can get it working for yourself, which often isn’t at all straightforward with EETV multicast. So I hope they explained that.

EETV customers fall into one of three groups; those who are happy to use, or at least to settle for, the supplied EETV router, those for whom configuring their own choice of router to work with EETV is relatively straightforward, or at least within their capabilities, and the third group, who want to use their own router or other network components, often for very good reasons, but can’t get it working.

Our resident multicast expert didn’t respond to my last @, so that’s ominous. I hope the rest home is nice….

Odd that the Asus doesn’t work at all, though; it’s usually just subtle problems with the multicast.

Have you tried asking Asus support for help? They must get asked about EETV from time to time.

[NickTVR]

All working  now, with the Asus Zenwifi router through the network switch. Getting all channels, apps and epg. 

Did a full reset on everthing starting with the router, then the tv box. I used Now tv IS profile  initially in the router set up to get the multicast settings and then switched to auto. 

Still having lip sync issues in surround mode, aswell as occasion picture freezes, and I would say the picture and sound quality is inferior to sky Q,

So still on the fence as to whether I'm willing to compromise for the lower price.