EETV Box showing error code BTP-15001

[KAE6]

I got EETV in the middle of February 2024 and up until Saturday 30th March it had been working OK, however on Saturday evening I was unable to watch any live TV or recordings, and the above error came up. I spent an hour and a half messaging  the Technical Support on Saturday, talking to three different members to be told to reboot my BT hub (twice), return to factory settings (once including saved recordings, and once complete return) and was told they couldn't do anything, but tech support level 2 would be in touch within 24-48hours. Yesterday, having heard nothing, I actually spoke to technical support who accessed previous conversations, and now informed me that it would be 6 to 8 days before anyone got back to me. 

I can access my TNT subscription on my tablet and PC and can access the apps on EETV box but can't access anything Live on the guide or any recordings (if I had any left!).

Surely, this can't be the best that EE technical support can do for what is essentially a rolling monthly contract i.e. potentially out of service for half of the contract period. Does anyone have any suggestions what I can do to get my issue resolved any quicker?

[DarrenDev]

Sorry about that - it looks like your TV account wasn't correctly associated with your broadband line.

Could you please reboot your TV Box and try again now?  It should work.

[KAE6]

Amazed and so grateful - thank you!

I did a reboot, and have all live TV restored. Thank you.

[infinitywaiter]

BTP-15001 fault isn't anything new, before EE was used for residential, you would get the same issue with BT, like here on BT own forum -  BT sport errors - IPC6007 and BTP-15001

Also, before you moan about your service, remember that this fault isn't directly related to BT/EE servives either, other content providers like Netflix get the same common error returned, albeit just not with BTP at the front!.

You can see online what the codes mean and what to do here - What do the EE TV error codes mean?

Do as @DarrenDev has already mentioned to you in his post, if still not working then simply reply back to him.

[KAE6]

I'm not moaning about the service. Perhaps it is a little disappointing that the Technical Support team weren't able to sort it out as I must have done at least four reboots of the EETV box.

[DarrenDev]

Unfortunately  it's not a fault that our frontline service desk could have resolved.  Your case was referred to our TMC, who deal with the more complex faults.  Unfortunately they're a busy team, which is why you were told it could take up to 8 days to resolve.  Fortunately this was a simple one for me to fix, so I have done - I'm glad it's worked.

It'd be helpful if you could call/message the helpdesk again to let them know it's resolved, and request the refund for the time you were without service.

[KAE6]

OK, will do!

Thanks again.

[amygilroy]

Darren I'm also receiving this code . what do I need to do ?

[DarrenDev]

@amygilroy I'm afraid your service has been suspended due to non payment of your bill.  Service will be resumed when it's paid.

[KA678]

Hi how do I fix this please? Mine is doing the same thing