Internet TV not showing

herbertf
Explorer

Hi there,

Since last week, internet channels can't be watched. The guide shows them; when I select a channel, it shows the title, but there is no picture or sound, and after a few seconds the screen goes dark. I have reset router and the TV box. iPlayer and Netflix work, so it's not the connection. I have no ethernet cable, but the box is in a direct line of sight of the router. The "Signal & Connection" menu says that there are 52 TV channels and 133 subscription channels, but there is no option other than "done". The router shows green lights for Power, PON and LAN.

Any help would be appreciated!

4 REPLIES 4
Michael_D
EE Community Support Team

Hi @herbertf

Welcome to the community.

I can imagine how frustrating it would be when the channel doesn't appear at all.

You've done the right thing in trying to do a factory reset of the box. When you have done this, is the box rescanning for the channels?

Have you tried to change the HDMI cable at all? If it is picking up the channels are there, but gives the black screen, it is something else to look at.

Michael

@herbertf @Michael_D 

Are you running the Box in IP or Aerial mode?

That doesn’t sound like enough channels for full Freeview. If it’s not FreeView Lite via aerial, I would suspect it is IP Mode (and so it won’t rescan, as it doesn’t need to)  and this is a multicast problem, though it’s not putting up the usual IPC6023 error, unless you haven’t mentioned that,

*Longtime YouView box owner & broadband customer (was BT now EE), but only recently a full EETV subscriber*

I don't have freeview via an aerial, only what comes via WiFi. Will "Factory Settings" require all kinds of configuration afterwards? Would my access to Netflix etc. need to be re-established (it came with the BT contract and I have long forgotten if I need a login or password...).

@herbertf 

Are you getting an error message?

A Factory Reset isn’t too destructive, but your options at the moment are to carry one out, or have the EETV Guides investigate your system from their end.

Where I suspect the problem is, if all your apps work and it’s just the live. EPG channels that don’t.

*Longtime YouView box owner & broadband customer (was BT now EE), but only recently a full EETV subscriber*