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]

What error specifically are you seeing @barbara011 ?  When you try to watch a channel, what error is shown on screen?

[barbara011]

It says there is a problem with the broadband check connection and restart router IPC6023. Checked and restarted multiple times, plus new router but does not resolve. Apps all working fine 

[DarrenDev]

Sorry to hear that @barbara011 - that's the most difficult of errors, as it has so many potential causes.

I've raised a fault for one of our specialists to investigate - someone will be in touch hopefully in the next couple of days.  Sorry for the inconvenience.

[barbara011]

Thank you, there is quite a saga of errors on the account since this issue cropped up and I do want/need the correct box, which apparently can’t be ordered for a few days. However, that aside, it does sound like a bug related to the broadband upgrade as others experienced a similar problem. I hope your specialist can resolve because to date I have been very pleased with BT/EE service after moving from Virgin last year. 

[Don977]

This has happen to me today.  Live tv stopped working, can see the guide but when you click on a channel just a black screen.  All apps are working fine.  I have EE router and EE box literally next to each other.  Mini boxes in bedrooms also  no longer show live tv.  Worked fine since April. 

[barbara011]

@Don977  - did this also happen with an upgrade to full fibre? 

@DarrenDev  - something to check out with the specialists if these faults are occurring with the broadband upgrade. ? configuration of the router, the boxes, speed etc???

[DarrenDev]

@Don977 the black screen should eventually show an error if you leave it long enough.  Do you see this?  You've mentioned apps are working fine - could you please try the EE TV app, and then try to watch something (e.g. a trailer).

[DarrenDev]

@barbara011 we'll look for the root cause after we've established exactly why it's not working for you.  Your issue is different to the original post on this subject, and is almost certainly different to Don's too.

[barbara011]

Hi Darren

I had the full fibre upgrade 4 weeks ago, and since then have had a new hub and new TV pro box. Neither have resolved the issue and I have been without live TV for a month. My EE guide referred the matter (code IPC6023) to second live support on the 16 August but I have not heard from anyone yet. Can you assist please?

[DarrenDev]

Sorry that your fault didn't get the correct attention from the start with @barbara011 however I can see the fault that has been raised, and it's with the correct team now.  They do have a queue of between 7 and 10 days at the moment, so they should pick up your fault in the next few days.