EE TV

[Chud777]

Hi all, new to this forum and first day with EE TV. First impressions? Not great. Missing a couple of channels I had with the equivalent package with Sky which is disappointing. The TV Guide is clunky and not user friendly. I mean, why on earth doesn't it default back to the top when you open it? This is a really bad design fault. Also, I'm on the home page and it keeps trying to get me to set up TNT Sports for some reason. I don't want it but the box doesn't care. I can't browse the home page without this being shoved in my face. So, I'm here to ask, what is the cooling off period? Is it 14 days? And does anyone know if Sky make it easy to go back to them? Thanks.

[DarrenDev]

Why would we assume everyone wants to go back to the top of the TV Guide @Chud777 ?  Pressing the TV Guide button gives you an easy way to view what you're watching, along with the programmes before/after, and you're also more likely to want to watch a channel similar to the one you're already watching - which will be in the same part of the TV Guide.  Jumping to the top every time would assume you're wanting to watch BBC 1 next - why would we make that assumption?  You can just press the number 1 on the remote to jump to the top though.

I'm confused by your "keeps trying to get me to set up TNT Sports" comment - it should only do that if you're tuned to that channel.  Try switching to a different channel and it won't prompt you to set it up anymore.

You do have a 14 day cooling off period, as long as you bought online or over the phone.  If you bought in store, the cooling off period doesn't apply.

[Chud777]

Okay point taken with the tv guide, if pressing one does the job that's fine. And changing the channel gets rid of the TNT marketing so all good there, thanks.

Currently on to 150 as I can't get any channels, problem with the broadband it claims, despite the box being aqua and everything else working fine. Today is activation day, so I just need to wait till tomorrow and call back if still having issues.

I bought in shop and was told there was a cooling off period. Customer service have confirmed this and say it is an Ofcom rule so I'll be covered. Hopefully I won't need to invoke it but it's good to know it's there incase.

[DarrenDev]

OK, that's great news about the cooling off period - I wasn't aware of that.

I can see the IPC6023 errors, and can confirm no TV (multicast) signal is reaching your TV Box at the moment.  I can also see you set up your TV Box over wifi, and you're not using any 3rd party wifi router.  Therefore I would have expected it to start working already, but as the helpdesk have said - it can take until the end of the day.

If it's not working tomorrow morning, post back here and I'll raise the fault for you (I've already confirmed all the basic causes, so will send it straight to the next level).

[Chud777]

Ah that's great, I didn't realise you could carry out official account business on here, I thought it was just an "advice" forum kind of thing.

I've wired the box to the router rather than used Wifi, and the apps like Netflix seem fine, so it seems it's just the TV signal that hasn't processed yet. The box blaming the connection to the router has thrown me, when it's actually no TV signal that is the issue.

I'll keep an eye through the day and report back tomorrow with any news.

Thanks again.

[DarrenDev]

Normally you can't @Chud777 , but I'm an exception to the rule - I try to help out as much as possible (as an aside to my day job), to keep the load on the helpdesks down.

The TV channels are delivered over multicast, which flows down a different part of the internet.  IPC6023 means either "I'm not getting a signal" or "I'm not getting enough signal".  It doesn't know why, so it defaults to blaming the connection to the router as that's the only bit you have any control over.  We're trying to improve it by being able to detect whether the hub is even receiving a signal - our hubs are getting more clever all the time, and will hopefully start raising faults before you even know they're happening.

[Chud777]

Thanks, I appreciate the help.

Quick update, as of 6pm I still have no TV channels. Have to say this is quite disappointing, I thought the process would be complete by now. If I have to make another phone call in the morning, it may well be a grovelling one to Sky followed by a goodbye to EE. Hopefully it won't come to that though.

Just for context, does it usually take upwards of 18 hours for the average customer starting out with EE TV? If it's the norm then fair enough, but if it's not, then I'm a tad concerned going forward that this is the beginning of an ongoing problem..

[Profile closed]

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@Chud777 wrote:

Just for context, does it usually take upwards of 18 hours for the average customer starting out with EE TV? If it's the norm then fair enough, but if it's not, then I'm a tad concerned going forward that this is the beginning of an ongoing problem..

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Nope, it’s often longer! 🤣

@DarrenDev is a good egg and will get you sorted 👍

[Chud777]

Oh dear! 😳

Yes he seems it, reassuring to know someone is looking out for the customer in a situation like this.

[Chud777]

10:31 and the call to 150 has commenced.

About to get a second phone line on the go to Sky too, as this doesn't seem like a quick fix..