Hi
I switched from BT in August to the EE solutions for broadband and TV. The kit included 2 x WifI Plus devices and 1 each of the TV boxes. After some initial teething troubles the solutions worked flawlessly apart from the EE app telling one WiFi Plus devices was not receiving a signal from the router from time to time. Full fibre was not then available to my house until recently. On Wednesday Openreach installed full fibre 300. It was a bit of a nightmare following the installation with having to reboot the router several times and having to do a factory reset on the WifI Plus devices. It was only yesterday that the WiFi hubs all worked. The EE app still telling me one hub is still not receiving a signal from the router from time to time. (Beginning to think the hub is faulty or the app). The unresolved problem is the TV boxes. On each we can watch all programmes via the apps with no issues. But we cannot watch live programmes from any broadcasters. Error IPC6023 appears eventually. Obviously we can use the external aerial but this was not necessary before the switch to full fibre. I called the Helpdesk yesterday. After they did some tests it was suggested that the TV Pro box was connected to the router with the wrong Ethernet cable. I should be using a cable with red ends (we are using a cable with yellow ends). I advised I had never been sent any red ended cables and how would this affect the mini box which is connected over WiFi. No answer. After 40 minutes with me getting more annoyed as the adviser did not seem to understand that there was no issues prior to switchover I was told the matter would be escalated to a technical person. No timescale was given for resolution.
Can anyone suggest any steps I can take to resolve via self help? I should say that I tried the main TV box with just WifI and not Ethernet - no difference. At this time we feel let down, particularly after when enquiring about the Full Fibre Option we were advised that switchover would appear to be seamless. We feel like asking to be switched back to the old service but know this is not possible. Suggestions welcomed.
