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EE box won’t play live TV

amyenj
Investigator
Investigator

I’m having issues with EE TV box not playing live TV. I have EE TV box which does not have an aerial connection nor an ethernet cable connection. During the set up process the box 'found' 133 channels.

I can view anything via my apps so obviously there are no problems with the broadband speed , wifi or cable connections etc. However live TV does not work at all. I can see the guide with loads of channels but when I try to play one I just get a black screen initially which changes after some time to just a very heavily pixellated version of the screen with either no sound or an occasional squeak. Interestingly the black screen on BBC shows the green button in the top right hand corner but nothing else until the pixellated mess shows. 

7 REPLIES 7
XRaySpeX
EE Community Star
EE Community Star

You only receive Live TV thro' an aerial. Otherwise it's just Catch-up or On Demand.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP

Incorrect. We have a EE TV box pro which doesn’t require an aerial. We had live tv channels up until yesterday.  

Northerner
EE Community Star
EE Community Star

Hi @amyenj 

Have you tried resetting your box. 

The issue you describe does suggest the signal is not strong enough to play the content. 

Thanks 




To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
zulu17
Scholarly Contributor
Scholarly Contributor

Hi @amyenj 

Are any error codes displayed ? 

From your description your Box Pro in Ipmode  ( no aerial)  will receive those live channels via multicast delivery which is a different method to that used to provide the on demand app content. 
So you appear to have a problem with the quality of the multicast delivery which might be caused at any stage of the delivery. 

 

Hi

Yes error code is IPC6023 which comes up after a few mins. 
Everything has worked fine almost a year and no changes have happened. 
I have tried resetting both the box and the BT hub, connecting via Ethernet, switching off and leaving off for a while, etc, etc. Nothing seems to be working? 
Having read other threads I’m wondering if it could be an EE issue? 

Northerner
EE Community Star
EE Community Star

Hi @amyenj 

https://community.ee.co.uk/t5/TV/Error-code-IPC6023/td-p/1382919

There are a few posts if you search the error code on Google for both EE and BT.

You'll need to speak to EE CS directly on 150.

Thanks 




To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
zulu17
Scholarly Contributor
Scholarly Contributor

@amyenj wrote:

Hi

Yes error code is IPC6023 which comes up after a few mins. 
Everything has worked fine almost a year and no changes have happened. 
I have tried resetting both the box and the BT hub, connecting via Ethernet, switching off and leaving off for a while, etc, etc. Nothing seems to be working? 
Having read other threads I’m wondering if it could be an EE issue? 


@amyenj  Unfortunately the root cause of the IPC6023 could be located anywhere  ie outside of your home  , within your home network, your WiFi, your home hardware. Your attempts to resolve are all sound approaches but as the problem persists you are probably going to have to rely upon EE customer support.  That might frustrating involve a wait to get through and a repeat of what you have already done and then being passed onto more technical support  ( if that is what the TMC is ). The days of a short cut to an EETV expert looking at the considerable amount of data that is amassed and reported between your box and Youview are long gone and the support teams will follow a long winding route to investigate,. Good Luck . Remember the support teams will I suspect be following a script so be patient with them , however if be wary they encourage you to give it a while and call back later.  

Keep emphasising that it has been it has been working well for months , it is occurring on both wired and WiFi connection,  (the problem is not instantaneous but occurs a  few minutes after switching to channel …. Have I interpreted you message correctly here  or is  it that the error code comes up after a few minutes but that the channel is blank from the start ?)