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.

[DeanJL]

I tried using an ethernet cable, and it didn't change anything.  Strangely the puxelation did improve to the extent I could work out what programme was showing and I could hear the occasional word.  Even more strange, was one of my subscription  channels started working perfectly whilst the others were still pixilated,.  How could that happen?

The local neighbourhood forum on Facebook had a thread with many people reporting the same error.  The engineer that came out to my house knew about the issue and was happy he had got to see it for himself. One of his colleagues had been put to five houses on one street with the same error.  He said it was affecting the B43 / B44 postcodes. 

He told me that it had been escalated to a senior engineer within Openreach,  and he left.  He was in my house for less than three minutes, and tested nothing.

The issue went away about three days later. 

[aoliphant]

My to system wth EE has gradually fallen apart 

I can’t get any channels noe

it used to be trouble signing up to Discovery plus which I never managed to resolve despite repeated calls and long waits on a helpline, now I have nothing just . 

[Lesley_W]

Hi @aoliphant 

Welcome to our community.

I'm sorry you are having trouble with your TV. Our team over the phone would need to run some tests to find the cause. I appreciate this can take some time, but please give them a call when you have a chance.

Lesley

[IMAK1000]

I have just spent 4 hours trying to get the live EE channels working. All the app channels including iPlayer are fine. I have a 2nd box and it has exactly the same probem. This leads me to the conclusion that it is NOT a TV box problem but it's likely to be a Network problem.  My two boxes are not connected in the same way. My main box is connected via a WIFI 6 extender (white box) while the other connects via WiFi direct to our Main EE Router. This morning I did a full reset of the Fiber Optic connection and my main router, WiFi extender and TV box. I also did a factory reset of the TV box and that reinstalled the latest firmware.

Finally on my main box, which I have reset several times, I selected the 'live' EE ITV and I very briefly saw video and heard sound. I concluded that this could be a network timing problem. I took the ethernet cable out of the extender (white box) and replaced it for various lengths of time and finally got ITV to work with both sound and video. I am leaving it  running on live ITV and will try and see if any other EE channels are working. 

At 2.25pm ALL EE channels and apps. on my main TV box are working!!!!!I had experienced Network problems . This just leaves my 2nd box!

Hope this might help others.i am convinced that this was NOT a TV Box problem.

[IMAK1000]

My 2nd box by and a different problem. The EE TV Box audio , not the TV audio , was too low and increasing it fixed the problem.

[Midnight_Voice]

@IMAK1000 

Well, there’s a turn up for the book!

[Midnight_Voice]

@IMAK1000 

Is the WiFi extender an EE product? When you have the app channels working fine, but the live channels not, then you have an issue with EETV’s Multicast service. And if you have any non-EE products in your internal connectivity, then these need to support Multicast, or you get problems with the live channels, and the third-party product can even affect the EETV kit directly connected to the EE router.

It looks like it’s all working now, so that’s fine, but if working doesn’t last, suspect that extender, unless it’s also from EETV.

[Dbosworth]

I’m experiencing a similar issue. Except the roubles box will not connect to any WiFi at all, but using an Ethernet I can see and activate the subscribed channels.  

It’s been working perfectly since I got the box until last night when the picture dropped and then the connectivity in WiFi dropped.

I’ve factory reset, hardwired and restarted the network, the main box and tv.

[Midnight_Voice]

@Dbosworth 

The issue above is Multicast, but what you have is ‘Nocast’, so not similar, and a bit more far-reaching, although it may be easier to fix.

On the Box, go to Settings/Factory Reset and choose Factory Reset (Keep Recordings).

If that doesn’t fix it, and especially if it just hangs, restart the router again now the Box has been restarted.

See if you can now get it back on the WiFi.

[Motho]

Just found this thread. I have same problem. EE TV worked fine until full fibre installed 2 days ago. Apps work fine but no TV now. I’m so fed up with EE. I’ve had ongoing issues since I ordered full fibre installation on 4 December last year! Having read this thread I realise now this could take weeks to resolve.