EETV Box and BT Broadband Box: Unable to use TV Players (BBC i-Player etc)

[devonboyex7]

Hello all,

I'm reaching out for help before I end up having another mini-stroke/TIA. 

A few months ago, I rang BT and asked what they could do for me to save a few pounds. The agent was friendly and helpful; he suggested I move over to EETV on their Entertainment Plus package then downgrade to the standard Entertainment package towards the end of April.  

I have neither been able to access any TV players (BBC iPlayer, ITV Player, Channel 4 Player, 5 Player etc) nor MyTV/TV shows and its becoming increasingly frustrating. This also means that I am unable to access anything that I have attempted to record.  I moved over to EE TV to save money but I feel like I am wasting it paying for something which I cannot use.

I have tried EE's diagnostics, looked up the relevant error codes etc but have drawn a complete blank.

Any ideas/help/advice will be extremely warmly received!

Best wishes

devonboyex7

[Northerner]

Hi @devonboyex7 

Sounds like a stupid question but are you having problems setting up the equipment or using g the services after setting up the equipment. 

Any error messages 

Thanks 

[devonboyex7]

Hi Northerner,

Many thanks for responding so quickly 😀

I'm experiencing problems a few months after initial set-up.  EETV itself appears to be working fine.  That said, I have had no access to the Players/My TV since migrating to EE TV. 

Best wishes

devonboyex7

[XRaySpeX]

Are these TV players apps on your own TV or on the EE TV Box?

[DarrenDev]

The key question here is: what do you mean by "unable to use"?  Do the apps not appear? Do they show an error when you try to launch them? If so, what is that error?

[devonboyex7]

Hi Darren Dev

Thanks for your response

The apps appear on the screen but, once selected, the error code YBM105
appears:

"There was a problem opening that player, please try again later".

I've followed the instructions to resolve the problem but without success

Any advice will be gratefully received. Cheers

[DarrenDev · Accepted solution]

It looks like your TV Box Edge is wired directly to your Smart Hub 2, and you're able to watch TV channels, but all apps are failing to load.

Is that all correct?

If that's the case, I think the issue is most likely to be parental controls on the broadband being too strict.  Please try the following:

• in the EE App go to Manage > Broadband
• scroll down to Groups >click on Grouped (or ungrouped) devices
• scroll down to device settings > shift parental controls to Off

Let me know how you get on.