EETV on Apple TV box stopped working

[jon_1103]

So suddenly last night my EETV on my Apple TV box stopped working. I’ve been out today but tried again and it’s still showing the same errors no matter what I try. I’ve rebooted my ATV box and my router but no joy!

 I’ve googled the error codes but cannot find what they mean:

My broadband plan was downgraded earlier this week and the TV has been fine until yesterday.

One thing I have noticed is in the EE app it no longer shows I have TV, as it shows ‘get’ next to it. I’m wondering if the guide I spoke to at the start of the week has messed my package up.

 I’ll call CS tomorrow but wondered if anyone has seen this before.

[Profile closed]

@jon_1103 

Can’t see the error codes yet but I have a feeling that your suspicion about what has happened is correct.

Either the CS has pressed the wrong button or the renowned back end systems have thrown a wobbly as usual. Good luck 🤞🏻 

[jon_1103]

Oh sorry, here’s the information from both pics:

1. THERE'S A PROBLEM LOGGING YOU IN

Try again later when we've fixed things. Code: AAU012

2. SOMETHING SEEMS WRONG

Please try again Code: ACF003

Lets see what CS say tomorrow but it’s getting annoying having to keep ringing to sort their own mess out each time. 

[DarrenDev]

Did you post this thread from your home broadband connection @jon_1103 ?  If so, that's the issue - your IP address isn't being recognised as being on a BT or EE broadband line.  Could you please email me either way - tv.apps@ee.co.uk ... I'll get it sorted.

[jon_1103]

Thanks for the response Darren. Yes I did post it whilst home using my home connection. I have just called EE and they've passed my issue off to the offline team but I'll send the email to you as well.

[DarrenDev · Accepted solution]

Just to follow up on this one:

ACF003 means that the Apple TV is failing to resolve DNS correctly, meaning the app is unable to load.  We were unable to identify why @jon_1103 's Apple TV wasn't working properly, but a factory reset of the Apple TV resolved it.

I've raised a ticket for our support teams to investigate whether there's anything we can do to dig deeper if this happens again.

[jon_1103]

I appreciate your help today Darren, whilst we never found the root cause and a factory reset resolved it, if I had more time to troubleshoot with you I would’ve.

I understand how a dns issue would stop the EETV app from working, it’s just weird how it came out of nowhere, especially when the only recent changes have been my broadband speed this week.

Thanks again!

[Midnight_Voice]

@jon_1103 @DarrenDev 

Stephen on the YouView Community would always explain otherwise completely inexplicable one-off derangements on the passage of cosmic rays flipping the odd bit….

The DNS issue does seem separate from BT/EE not recognising the IP address though. How was this resolved?

[DarrenDev]

A factory reset of the Apple TV resolved the ACF003 error, which was the important one here - the AAU012 error occurred because of the ACF003 occurring first.

I'm unable to say why the IP address used on these forums wasn't recognised.