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.

[DarrenDev]

@barbara011 yours is without a doubt the most complicated EE TV fault I've ever seen.  Some channels are now correctly routing to your home, but unfortunately they're all channels that you don't subscribe to.  The data from the other channels isn't reaching your home, and they're still trying to find the reason why.  As you've mentioned, it's affecting a number of other customers in your area too.  Discussions happen daily, and the investigation is still ongoing.

[Suzywong00]

We have just had EE super fast 390mb BB and EE TV. The broadband is fantastic but EE TV is rubbish. Sounds like we have same problem had reported July, we can watch all channels easy enough through our smart tv, with the apps and free view, but if we try them through the EE TV pro and mobile box, we keep getting errors, such as "there is a problem with this channel"  or a black screen, and the recording on the box is rubbish play back too.  Did they resolve your issue or not?

[Setter139]

Hi same old story! Yes my issue was fixed the next day however no one seemed to be able to say what had caused it. “Complex” was the only explanation.
I am sure EE will sort it but you would think this matter could be proactively solved.
Jim

[DarrenDev]

@Suzywong00 it looks like your broadband has had quite a bad day today, and your line is showing an active fault on it that is already being investigated.  Sorry for the inconvenience.

[Suzywong00]

Yes, EE told me that when I called up but I have no problem with my BB it has been fine. As I say, if I use my smart tv and not the ee tv box, everything works fine. Netflix,  NOWTV, free view, all using my Internet all work fine, so no idea whey it is being suggested it is my BB??

[DarrenDev]

The internet channels are delivered using multicast - this is a different route over the internet, and only affects the TV channels on EE TX boxes.  I can see your broadband stopped receiving the signal some time between 11 and 11:30am today.

[Suzywong00]

Having just read through other comments, ours definitely looks like the same problem as lots of other new  EE tv customers, we too have the error code IPC6023!! Not just a coincidence me thinks?!!!   Poor EE for not acknowledging this common fault and just holding their hands up and admitting it!  One of the previous comments mentions about how EE is sending the signal to us, which majes a lot of sense that this could be the problem, and the more people that sign up to EE TV the bigger the problem is going to get, if they don't resolve it!! 

I have an engineer coming out on Friday so will see what he thinks. If they don't fix it I will be jumping ship on the TV side, love their BB so far but not the TV. 

[DarrenDev]

@Suzywong00 IPC6023 just means it's not receiving a signal - it has MANY different causes, each of them unique to that customer.  It's not a "common fault" - just a common error code.  In your case, the signal was working up until after 11am today, so unfortunately the engineer visit is going to be a waste of time - they should NOT have booked one.

I recommend you call again to cancel the visit and ask them to raise it to TMC.

[Suzywong00]

Ah yes, that would make sense, considering the explanation from another commentator advising how EE TV sends it's signal, but, sounds like not just a local problem, as I presume all the other people on this forum, don't live near me?  

[Suzywong00]

PS.  my ee tv has not worked properly since view had it installed last Tuesday, not just today.