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.

[GTV2]

So I used to have this issue since getting full fibre installed, but have managed to resolve it. We have a mesh system that sits above the EE Wi-Fi. I was using this mesh Wi-Fi connection for the  EE tv box and my tv. I switched the tv box and the tv to connect to the main EE Wi-Fi. Has been working fine ever since. 

[kerinastanley]

I am having the same issue. It worked on day of installation upstairs and downstairs. Then a few hours later the bedroom stopped working. The tv down stairs stopped working the day after. Not happy.

[Motho]

They sent me a 10m ethernet cable. That seemed to kick start it. Been fine since. 

[Midnight_Voice]

@Motho 

If the run needed more than half of that cable, then yes, WiFi might well not have had the range.

@kerinastanley 

Can you be more specific about ‘stopped working’? Everything, or just the programmes on the EPG? Black screen or error messages?

Help us to help you…

@GTV2 

Yes, EETV, specifically the multicast, is not supported to work over third party networking equipment. You have done well to get it working by separating the layers, as even once EETV is working, if the multicast gets into the mesh layer, it can flood that part of the network,  causing slowdowns.

Make sure IGMP Snooping is turned on wherever applicable on the mesh equipment, which should help guard against this.

[Motho]

Well I literally plugged in the ethernet - TV channels came on immediately. Then removed it and it's worked fine without since. 

[Midnight_Voice]

@Motho 

The Ethernet must have given the WiFi a clue😛

[Setter139]

Have the same issue however ethernet cable made no differance. Have this freezing picture for almost 6 months now. With a cable across the sitting room.

spent an hour this morning on the line with a friendly EE worker but no solution. Handed over to backroom team. What concerns me is this appears to be a common/frequent situations which should by now be known to the helpdesks. Or is that too simple logic?

Jim

[Michael_D]

Hi @Setter139 

I can understand your frustration if it has been ongoing for so long.

If the Ethernet cable has not made a difference, and our guides have not been able to resolve for you, it would be past to the back office team so they can look into it further to establish what is happening. 

Once they have an update available, someone will be back in touch with you.

Michael

[Stevessss]

I’m having the same issue, was meant to go live a couple of days ago but live tv doesn’t work.

please help

[Leanne_T]

Morning @Stevessss 

Thanks for coming to the community 🙂

Have you tried plugging in the ethernet cable to see if live tv works for you? 

If not, please call us and the team will get your connection looked into to help you watch live TV.

Thanks. 

Leanne.