EE tv taking 5 mins + to appear on screen

[JSD72]

Hi, we’ve just moved from Sky broadband and tv to trial EE.  Broadband is great but having trouble with the tv.  We switch the box on but it’s taking at least 5 minutes sometimes even longer to appear on screen.  We just have a black screen until it eventually turns on.

We’ve spoken to EE and have tried resetting and checking the settings which are on smart mode but still no change.  We’re in the trial period so could just cancel but wondering if we’re missing something daft or if there is something wrong with it.  It takes 5 - 12 minutes to get going,  We’ve tried changing the hdmi cable also.  

Any advice please before we give up and send it back? TIA

[Northerner]

Hi @JSD72 

What TV brand and model do you have. 

Is your box connected via TV aerial or internet.

When it does come on is all fine and works great? 

Thanks 

[JSD72]

Hi, thanks

it’s a Samsung CU7100 via internet.  Yes all ok once it finally appears. Last night took 10 minutes.

Bizarely, this morning when I turned it on it was instant! So someone has fixed something somewhere it seems.  Will test it again in a few hours in case it’s a fluke!

[JSD72]

Ok so was too good to be true.  Came on pretty much straight away twice earlier today now this evening we’re at 15 mins and it still hasn’t come on so will switch off and reboot it all now and see what happens.

I have no idea what is going on with it!  Any advice on what else we can try? We have a week left on trial before sending it back I guess. 

[DarrenDev]

@JSD72 based on your description and comparing with the logs I can see from your TV Box, the only thing I would recommend is that we arrange for your TV Box to be replaced.  This isn't an issue I've ever heard of before, but we've exhausted every other option.

We can extend your trial period - you haven't been able to properly trial the service based on the TV Box you currently have.

[JSD72]

Thanks Darren.  EE are sending us power adaptors to try which should arrive today.  If these don’t help I think a new box is our next step 👍

[DarrenDev]

@JSD72 whilst investigating another customer issue, I've just realised that your issue appears to have the same cause.  I was assuming your issue was related to the box failing to boot up, however it's not - the box is booting OK, but then the TV channels are failing to play.

Openreach have just confirmed (last week) that their latest generation ONT (the white box they installed on your wall) is incompatible with the latest EE hubs. This was only discovered last week, and they don't currently have a fix. A TV Box swap wouldn't fix it, but temporarily downgrading you to one of our older hubs would - I'm trying to find out if it's possible to send you an older hub for now.

[JSD72]

Hi Darren, sorry I had not noticed your message.  They sent us a new box which we installed yesterday.  So far it is working but maybe they sent the older hub you suggested! We can’t log into ITVX for some reason so will put a call in today.  Thanks for your help!

[JSD72]

Update EE helpdesk tried to fix the ITVX issue and now we have no tv at all and waiting for someone to get back in touch with us.  

[JSD72]

Hi. So you’re right. The new box they have sent does not work properly either. Really fed up now. EE didn’t even call us back yesterday to fix the EE to issue. She tried to fix the itvx issue and then the whole EE box wouldn’t work. No one called us back at all. We pulled the plug for a few mins and got it working. Today the box is now taking 5 mins plus to power up. I think we’ve had enough now. We have been given something that doesn’t work!

any news on the older box plan? Thanks!