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.

[Setter139]

Well…one month further and…….after a full replacement of hardware…..THREE engineer visits and three referals back to TMC still no solution. Each time the engineer confirms that the issue is not local and that TMC need to review, but no response from TMC. 
when I call helpdesk, again, they say we need to send an engineer 🤦🏻‍♂️. And the circle continues!

how long do i have to tolerate this before it becomes an issue of “non-compliance with contract”?

really frustrating….

[gingy123]

I’m having an issue with my EE tv box also as have no live tv and had it installed 2 months ago. It’s a recoding box also and just get. Error code. Can I have some help resolving this please 

[Katie_B]

Hi @gingy123. 

Thanks for coming here. 

What error code are you getting?

Do you get this error when trying to record?

Speak soon, 

Katie

[gingy123]

I’ve tried all this and still doesn’t work

***** *****

[Mod edit: full name removed. Please do not post personal details in public forums.]

[DarrenDev · Accepted solution]

@gingy123 I've found your account, but unfortunately it's in a bit of a mess - the details are incomplete, causing it to fail to map your subscription to your broadband.

Can you please provide me with the serial number of your EE TV Box? This will help me connect it to your account. You can either send me a DM on here, or email it to me at eetvsupport@ee.co.uk 

[gingy123]

[Serial number removed - please do not share account specific information in public]

thank you

[Peter_W]

Hey @gingy123.

I've had to edit your most recent post, as any personal details including your serial number are best kept out of public. 

If you can instead send these over to @DarrenDev either via private message or the email address he provided, he can help investigate this further with you.

Peter

[dad0fcols90]

Has anyone actually got a fix for this? 

Upgraded fibre to gigabyte and had new tv subscription set up with new box. Tv box pro connects via WiFi and shows the tv guide etc and the apps work and play content. Live tv channels however just have blank screen with error code IPC6023 poor signal quality. After been on the phone to EE for well over an hour as they ran loads of tests he basically said its showing the Internet speed is too quick for the TV box?!?

Waiting for WiFi adapters to connect via ethernet but im not holding much hope they will solve the issue. 

[DarrenDev]

@dad0fcols90 it's not possible for the internet speed to be "too quick" for the TV Box, but a weak wifi signal to the TV Box can cause it - it's one of a long list of possible causes though. There's no single fix for this issue - it depends what your specific cause is.

If you have a way to temporarily move your TV Box near your EE Hub to test a direct cable connection, this would help eliminate some of the possible causes.