EETV Scheduled Recordings Failing when Thumbnail is Generic

naylor2006 · ‎31-08-2025

Hello all.

I'd been investigating this for a couple weeks after my recordings of various Premier League football matches were failing, it seems like a meta data issue with the TV Guide, not one that is there with my equipment and I reckon if anyone else see's this post they can probably confirm the same issue.

I record all the Premier League Games on Sky Sports on my BTTV Pro box which is in Internet Mode, last season it worked 99% of the time, this season however it has failed so many times, particularly annoying when I sat down at 2000 to watch United vs Arsenal only for the recording to have failed without any error message at all, luckily I was able to download it, actually wish I hadnt...United woes another issue.

At the time I didnt notice thumbnails not being correct, however now I can "confirm" the issue and it comes from the TV Guide, please see the below screenshow from my phone showing todays scheduled recordings....(Well and one yesterday)

The Liverpool game is showing some generic SPORT thumbnail, this recording will fail, I will have to either go into the EETV app and record the game once it has started OR do the same from the TV itself....unless the guide updates the correctly...but even if the guide updates, this recording will fail, I will need to delete this recording and add the corrected one once the guide updates. It is actually possible to have two entries for the same game once the guide updates...thats if it does, I can have the corrected one in there with the correct thumbnail and the one with the generic that I added before it was fixed.

I factory reset my box because I knew I might get asked, issue remains, but it cant be the box right because the generic thumbnail is both there on the planner on the box itself in the guide and on the app....so if I click on the below entry in the guide it will show the SPORT thumbnail.

I wont post all the other games with the correct thumbnail because by this point I hope my point gets across.

On the opening weekend of the premier league, all the sunday games failed in this way, Friday night was ok the Liverpool Bournemouth game, I think from memory MNF failed also....last weekend before I had noticed this thumbnail difference I decided to JUST record the Fulham United game....which failed...but I was wise to it failing so just waited until the program started then hit record from the app and it recorded fine then.

I'd put alot of money on all my recordings (based on their thumbnails) working today but that Liverpool game failing, because the issue is there on the actual TV guide and the EETV app guide...then I assume its nothing specific to me?

Is anyone able to have a look at their planner and look at the thumbnail for Liverpool vs Arsenal please and see if its the same? Maybe even schedule recording it and check if it fails.

I will post again here at the end of the day once I know for sure how the recordings went but im fairly sure of my findings....

[Mod edit: The profanity filters were a bit over-zealous here added in the name of a North London football team]

DarrenDev · ‎01-09-2025

I don't think you're far off the mark @naylor2006 and I think your observations are going to be helpful.

The issue isn't related to your move from BT to EE. It's entirely to do with the supplier of our TV Guide data, who have been facing some teething issues. There is very close monitoring in place, and there are review calls multiple times a week to highlight any anomalies found. I'm not sure if that monitoring is capturing the data changing though - I believe the focus was on highlighting gaps or errors. If recording or series recording IDs are changing mid-week then this will cause issues.

naylor2006 · ‎01-09-2025

Thanks @DarrenDev

Yeah, was unlikely it was related to any move, but if I mention it and its rebutted then it closes that line of research for other Googlers.

I am happy to keep reporting back here ones that fail and ones that do not, I dont think many people actually record entire football matches, I am going to check more often now, I will still schedule recordings for all the matches but will around the programming start time to see if the recording has activated, either via my phone or whatever.

Have to suffer the international break first.....

Also mate, can you please sort out Ultra Boost 🙂

DarrenDev · ‎01-09-2025

@naylor2006 wrote:
Also mate, can you please sort out Ultra Boost 🙂

If only I could! Even if there was a manual way to enable it, I'd happily give up my time to enable every customer who wants it - the embarrassment of this situation is just killing me! There's just nothing that can be done at the moment.

zulu17 · ‎01-09-2025

The problems have been ongoing since June and we are now in September. So appropriate escalation from EE management would be welcome as even if the root cause is outside of EETV own teams remit there would I have thought be service levels that may currently be not being met.

corinnabruder · ‎19-10-2025

Just adding my TNT recordings are failing regularly, I have to start them manually, and then they over run by hours. Or like last night, watch them on the 'on demand' mess that is Discovery- , Moto3,2,1,all failed, A-league failed, Roma v Inter failed. Saturday morning 2x A-leagues recorded but overran by 2 hours! The Le Mans Cup 2 hour race recorded fine, but failed to start the ELMS race, started manually and then overran by 3 hours! As you may see I hammer recordings and this is the worst it has been for failing.

rmarriott · ‎26-10-2025

Can I please add my very frustrating issues into this, as they may be connected.

I have been with BT/EE for years, and have signed up to TV recently, with the TV Box Pro and Mini Box upstairs. I also have the Gigabite Broadband with EE and that absolutely isn't this issue here.

Only 50% of programmes I record actually record in full (mix of sports, movies, and terrestrial channels). And even the programs recorded in full seem to 'skip' during them. I recently recorded Educatating Yorkshire on Channel 4 and the recording was 59 minutes. However, watching it back, it got to 55 minutes in and then 'glitched' / skipped to 58 minutes, played the remaining 60 seconds and ended. Even after rewinding and trying again, the exact same this happened.

Along side this, I regularly get the full screen message pop up saying 'techincal issue' etc, and then about 20 minutes later it again glitches / skips, even on live TV with some 'pause time'.

It is unbelievably infuriating and I have zero trust with the TV boxes anymore. Even when it looks like sports and programs have recorded in full, I just sit and wait for it to skip parts with no pattern or reason.

Thumbnails are wrong, descriptions are wrong, ive done the full reset following phone calls with EE tech support etc, and still absolutely no difference to reliability.

Issues in a nutshell...

Failed to record, part recordings, full recording but skips during playback, wrong thumbnails, wrong descriptions, technical issues causing pause time to be lost.

I can confirm my Internet connection is flawless and I have zero issues with all the other streaming and devices in the house. Multiple TV Box restarts/resets have made no difference, and there's no rhyme or reason for what records and what fails, for one reason or another.

DarrenDev · ‎27-10-2025

@rmarriott the stats for both your Pro and your Mini are surprisingly good - I was expecting to see a lot of errors logged, based on your description. This suggests that your internet connection to the boxes is good, and you're not suffering signal loss. You mention the regular message pop up, however logs show it has happened 6 times on your Pro box and 5 on your Mini in the last month.

The issues with schedules, images, and descriptions being wrong is the known one already being discussed in this thread.

The issues with recordings skipping is not normal, not expected, and if it's affecting you enough to be an annoyance then I would recommend pursuing it further with the helpdesk.

zulu17 · ‎27-10-2025

Hi @rmarriott as you mention terrestrial channels I am presuming you are using an aerial feed on your box Pro , is that correct ? So are the issues with the recorded programmes (eg the Educating Yorkshire) skipping during playback only occuring on the aerial fed terrestrial channels or are you also experiencing the issue on the IP movie and sports channel recordings ?

@DarrenDev is this technical issue display a standard EETV error message with a specific error code and listed in the EE Tv help web pages ? Would this error also get tracked if the box is not being viewed but simply making a scheduled recording ?

DarrenDev · ‎27-10-2025

@zulu17 the Pro box is in IP mode. Signal loss (IPC6023) is logged for both watched and recorded programmes - the logs also indicate whether it was displayed or not.

davefowkes · ‎29-10-2025

Some of my recordings fail and I know my EE box is fault and is being replaced; but I have discovered the issue. The recordings fail because they use the TV guide and it is wrong for the ITV channels. Is this a box issue; or a transmitter issue. I have seen 5 examples in the last 5 days? (eg on Saturday afternoon ITV racing was on and displayed as good morning britain? I also get recordings I never made? I now know that if the guide says that the program I wanted is now being broadcast it records whatever is really on?