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.

[Suzywong00]

Regarding the visit. The adviser tested the box  online and advised there is also a fault with the pro box, I am not convinced, but I would like it checking.

You advise the signal stopped working today, but as I have already stated, the EE TV service has NOT worked since being installed  LAST Tuesday. 

[DarrenDev]

Going further back, I can see your box has received an intermittent signal - receiving a signal most of the time, but dropping out for periods.  It's connected via Wifi - is it far away from the hub?

If the issue was just with your box, the TV Box Mini would be working - I can see that's failing too, since it was connected an hour ago.

[Suzywong00]

Not sure I would agree with working "most of the time", I am only trying it in the evenings because I work in the day, but not found one evening that it has worked so far, and didn't work on Saturday (was out all day Sunday so didn't try it then), just thought inwouks give it another go tonight and still no luck.

Not sure how far 5m is, I only have a small house, they installed the new BB in the same location as my previous,  which is in the hall downstairs.  All my non EE TV devices work great with the new BB, even outside in the back garden so dont think it is an internal signal problem,  unless you are suggestingthe EE TV pro amd mini have a poor inferior reveiver in them??. 

[DeanJL]

I have the same issue as the original OP.  I can watch TV through the Apps (both through the box and through my Smart TV) but we cannot watch live TV.  All channels are completely pixilated with only the odd sound. Unlike other posters, I don't think anything changed for us, it was working fine last Thursday (31/10), but stopped working on the Friday and we have not had any live TV for a week.

They have sent us a new box, which fixed nothing, and they have now scheduled an engineer visit for Tuesday (05/11).

It's strange that the support person on the phone stated that they had never seen anything like this, and now I see it's a common fault.

[Suzywong00]

Hi, only just read your post, have you had any help with your issue yet please,  and if so what was the resolution?

Mine has improved but still not perfect, error not happening as often, but still get the picture pixilating at least two or three times a night when watching TV or using apps via EE TV Box.   I was out of the country last week, I had two missed calls from the  "guides" and then a message telling me it's all fixed!! Debating whether to cancel ee tv and just watch TV through my smart tv and the apps which all work perfectly?

[Setter139]

Hi Suzy. I have the same situation. Initial problem was solved quickly but noone could/ would define what the issue was. I also have pixalating screen many rimes per night. Very bad.
Jim

[DeanJL]

I had an engineer out to my house who immediately told me that my problem was known and was affecting many houses in my area.  He stated that the issue had already been escalated to Openreach as this where the problem was known to be.  Within 3 days, the problem was solved, although I only discovered that by accident,  as nobody had got in touch, so I have no idea how it was fixed 

[DarrenDev]

Just to be totally clear here, as this discussion has become very confused: 

Pixelated picture or it stopping after a period of time is completely different to no picture or sound at all - I know it's confusing that they both show the same IPC6023 error.

Where there's no picture or sound, there never has been, and you're only using the equipment provided to you by EE, the fault is likely outside your home.

Where it worked for a while, but then suddenly stopped completely, and you didn't change anything in your home, it's worth rebooting everything. If that doesn't fix it, then the fault is likely outside your home. 

The faults outside the home are usually configuration errors when setting up the account, or equipment that has failed and needs to be rebooted or replaced. These are "known" issues that can affect local areas at a time, with one action fixing them all together.

Where the picture is breaking up, or stopping after a period of time, the issue is most likely inside your home - i.e. an issue with the signal getting from you hub to your TV Box. WiFi signal issues, powerline adapters, using non-EE equipment that isn't configured correctly, etc.

[Suzywong00]

Let me be totally clear (unlike my ee tv picture 😀).  I had an EE engineer out to my house, he advised no problem with signal between my EE BB and my EE TV Box.  He also advised there was a problem with the Openreach network signal for the EE TV.

I have two smart TVs in my house and watching TV on freeview, or any of the apps directly, BBC iplayer , ITVX, Netflix etc etc I get no pixilating, I only get it when watching them via the EE TV boxes.  Anyone want to point out the obvious please? 😆

[DarrenDev]

I've previously mentioned that sending an engineer for these issues is mostly pointless - they're not trained for the specifics of live TV, so can only perform generic network analysis.

Openreach issues are all or nothing - either you get a picture, or you don't. There's no Openreach issue I'm aware of that would cause it to work for a few minutes and then fail, or show a completely pixelated picture.

Apps deliver video in a completely different way, and cannot be directly compared. Instead of pixelating, they lower the quality. They're also not live, so have a chance to buffer further - if there's a brief interruption to the signal, they have time to try again.

The way to know 100% is to simply connect the TV Box directly to the hub with the supplied ethernet cable - even if just for long enough to prove it one way or the other.