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]

Hallo Darren, you seem to be the only help on this issue…..I have had the same today; no live tv apps ok. Tried everything with helpdesk. I had been with for ages and no issues! 
told i may have to wait up to 10 days……this cannot be seen as normal. 
unfortunately out of my cooling period, anyone suggestions as to how to get out of this contract?

really so sorry i left BT.

Jim

[DarrenDev]

Please email me at tv.apps@ee.co.uk @Setter139 with your EE account number and serial number from your EE smart hub. I'll sort it first thing tomorrow morning.

[D4v3d33]

Hi Darren, It seems I have a similar problem with live TV (same error code). I've checked the settings in ee hub manager but don't see a fibre option anywhere. I only had FTTP installed yesterday but I am keen to get this sorted before the end of my cooling off period. Internet and TV apps are working correctly.

Cheers

DaveD 

[Leanne_T]

Morning @D4v3d33 

Thanks for coming to the community. 

Which error message do you have? 

Do you get the error message on all TV channels? 

Speak soon 🙂

Leanne.

[D4v3d33]

Hi Leanne,

The error code is IPC6023. I get this error if connected by WiFi or ethernet and affects all channels.

Many thanks 

DaveD

[Leanne_T]

Thanks for the quick reply @D4v3d33 

If you give us a call on 0330 123 1105 the team will get this looked into for you 🙂

Leanne. 

[GTV2]

This is very interesting. I had full fibre installed today and have exactly the same issue as described by all the others on here. None of the live channels work with the same error code quoted by others here. All apps working perfectly. All working fine before over Wi-Fi connection between the tv box and the router. I’ve even just run a long Ethernet cable from the tv box to the router and still nothing. Any help from EE employees on here greatly appreciated.

[Midnight_Voice]

@GTV2 

Get in quick, while competent help from EE is still available 😢

IPC6023 is the burden round EETV’s neck, an indication that Multicast is not working. Multicast is a brilliant idea in principle; that EETV send out one signal for each of its live programmes, and everybody latches on to it, rather than EETV having to send each subscriber an individual signal. So the savings on bandwidth are enormous.

Trouble is, a lot more things, at your end, along the fibre, or at EETV’s end, have to be right for it to work than have to be right for you to get your individual signals for On Demand programmes.

If you’ve checked all the things at your end - no third-party routers, mesh systems, repeaters or PowerLine adapters, tried both WiFi and Ethernet - then it’s probably a configuration error at EETV’s end, especially if it has never worked. And all you can do is ask for it to be looked at, as you are doing here.

Good luck!

[barbara011]

I am 8 weeks into this issue now and the above post pretty much sums up what I have been told by the Technical Management Centre. Having ruled out everything that could possibly be wrong at my end and changed equipment, they now acknowledge  there are a growing number of customers with identical problems. The root cause analysis apparently indicates a problem with configuration the exchange which I am told BT is working on. It's annoying but as I am outside of the cooling off period and other aspects of the service are better than with my previous supplier, I am sticking with it for now.

[Midnight_Voice]

@barbara011 

Well, good for you for sticking with EETV, and I’m sure the problem will be fixed eventually, but if EETV  have never provided the service they are contractually bound to, then I wouldn’t regard the cooling off period as even starting until you have everything you were promised, and can properly evaluate the service to see if you want to continue with it.