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.

[dad0fcols90]

Hi, ok so the problem is sorted now. After numerous calls and remote checks on the box the problem was passed on to a second stage technical team at EE who narrowed the fault down to BT. Im not technical so the only way to describe it was there are 2 channels on the fibre line and the one for Internet was fine but the one for live TV was corrupt and needed re writing/programming at the exchange? It was all resolved remotely in a matter of days once it got to the right team. Hope that helps 

[DarrenDev]

Outages at the exchange are usually resolved in 24 hours. Given that it's been longer than that, I'd suggest calling again. If it has never worked then insist a fault is raised, as it probably means the line hasn't been set up correctly.