Live TV will not work but apps work fine

[pc98765]

I have recently changed from BT TV to EE TV and set up a pro and mini box in two rooms to receive EE TV via wifi. Neither TV has an aerial connection nor an ethernet cable connection. During the set up process each box 'found' 133 channels.

I can view anything via my apps so obviously there are no problems with the broadband speed , wifi or cable connections etc. However live TV does not work at all. I can see the guide with loads of channels but when I try to play one I just get a black screen initially which changes after some time to just a very heavily pixellated version of the screen with either no sound or an occasional squeak. Interestingly the black screen on BBC shows the green button in the top right hand corner but nothing else until the pixellated mess shows. I therefore cannot record anything on the pro box because it says it cannot record anything playing in an app. It is exactly the same problem with both the TV box Pro and the TV box mini.

[pc98765]

Sorry for the slow response but in order to follow your advice of testing the box next to the main ee hub I had to remove one TV from the wall downstairs and set it up on the same floor as the hub. Initially I had the same issue but guessed the TV box mini was still paired with the netgear router downstairs so I did a factory reset on the ee box and hey presto it did work. So it seems you are right and the netgear routers aren't configured for multicast which is a pain as the are both hard wired to my EE  fibre router. Do EE recommend/support any other routers which I can connect in this way to my main ee router or is the only option now to set up smart wifi?

If the only option is ee smart wifi how do I add this to my broadband package? There was no 'Get' button on my extras when I signed in to My EE so do I just ring up to upgrade?

[pc98765]

Thanks again Chris

As mentioned above I did test a TV on the same floor as the EE router and it worked so thanks for the info about smart wifi which looks like it might be the only way to go.

[sodonewithee]

I have this exact same problem.  I have now had 2 engineers out and they, so far, have not found a solution or even the problem.  I have had new boxes, (pro and 2 minis) and no difference.  They have also run an ethernet cable from my main box to the router which is only 4 feet away, and still no difference.  We can watch all other apps for e.g Netflix, Youtube, Prime, iPlayer and ITVx.  It can't be a broadband issue.

[DarrenDev]

Are you posting from the affected broadband line @sodonewithee ?  I can see your BT broadband account, but there's no EE TV subscription on it (and no sign of there ever having been one in the past).

Could you please email me at tv.apps@ee.co.uk with your account details, and I'll check why it's not working.

[JohnWea]

Very interesting
Recently change to full Fibre (4 days ago) and use the TV Pro and Mini boxes, NONE now show Live TV but all apps work just like others say
All boxes stopped at the same time and EE say its how there connected, well they worked fine before when not on Fibre

[DarrenDev]

Unfortunately I can't see why your service was failing as I can see that you've already cancelled everything this morning @JohnWea - it's already marked as deleted, so I can't see which system was at fault.  Given my experience so far with these issues, it probably would have only taken a few minutes to resolve.

[JohnWea]

thanks for the reply, sadly EE customer service failed to deliver.

I agree it should have been a easy fix, but they wanted to send a engineer out and wait FOUR Days

My cooling off contract period ends tomorrow so decided after many years to jump ship as the signed were not good, Upgrade to fibre failed from Day one!!!

[DarrenDev]

In your case, I can see a few errors had occurred during the order process, which I'm sure added to your frustration.

I can see that the helpdesk offered to refer it to our specialists, but you refused as they're currently busy and so would take a few days to get to it.  It's just a shame that you didn't post here before cancelling @JohnWea - we could have extended the cooling off period, given that you hadn't had a chance to evaluate the product yet.

[barbara011]

I am also experiencing this issue, BT:EE tv working via broadband without a problem, upgraded to full fibre on 26 July and live TV stopped working. Helpdesk failed to resolve and managed to disconnect new broadband in the process. That was reconnected on 29 July, still no live tv. New BT hub delivered and connected, still no live tv. I was sent a mini box in error when moving from BT to EE tv so currently waiting for that replacement to arrive, but given the other customers issue am not confident new equipment will resolve, it worked fine at lower broadband speed so why not now???

[Profile closed]

@barbara011 

Something has probably gone wrong with configuration/activation at EE's end when the broadband was cancelled.

Hopefully @DarrenDev can look into it for you and get things sorted.