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.

[Bettysmum]

We currently have the exact same issue.  Expecting a further call from EE this morning ….

[DarrenDev]

@Bettysmum I can confirm that your line has the same issue that @dad0fcols90 had.  It's with Openreach at the moment to rebuild the profile.

[Beulah73]

Im having similar issue with new er box - cannot stream any live channels but all apps working  tries to connect then black screen with broadband issue - its next to router and I’ve tried reset - wired and WiFi 

[Leanne_T]

Hi @Beulah73 

Thanks for posting on the community. 

If you're unable to stream live channels on the EE TV, please get in touch with our broadband tech guides and the team will get the connection looked into for you. 

Leanne 🙂

[dad0fcols90]

Sounds like the problem I had as above. You need to speak to EE technical team 2 and ask them to pass it over to open reach to rebuild the TV line profile as it will be corrupt. 

Hope this helps 

Adam

[BethanyTavx]

Hi, 

I can’t seem to get my EE TV to pick up any channels over wifi? My BT broadband went live today and they’ve emailed to say the TV is now live but when I’m on TV channels it says 0? I’ve tried resetting the box but that doesn’t work. 

[DarrenDev]

It takes a little while for all the systems to update.  Looking at it now though, it looks OK.

Check for software updates on your TV Box - if the config is ready, it'll say it needs to reboot.  After the reboot, a channel scan should then pick up the channels.

[BethanyTavx]

Ahh it needed an update. All working now, thank you so much!