Low signal quality ee tv pro box

[Ianhutson08]

Hi,

We are experiencing low signal quality on the tv pro box (both boxes we have been sent) and our previous bt pro box too. Signal strength is good, around 90 to 100 percent but quality is poor at around 20 percent (max 30 percent) 

The odd thing is that a bt engineer left me with a bt 4k uhd box and with the same cables and set up it shows 100 percent quality on every channel. I have tried an old youview box which also shows 100 percent quality. 

Pulling my hair out as to why the pro box would be giving such poor quality vs the non pro box. 

Thanks

Ian

[zulu17]

Random thoughts

could the box Pro be picking up signal from different transmitter to the older Humax transmitter.

[Midnight_Voice]

I’m still waiting for some results from the Loopthrough test.

[Ianhutson08]

No luck I am afraid, it was no better.

I shared my setup over camera chat with ee support who are sending and engineer out to check. I am not holding out much hope that they will be able to get the pro box working correctly but will report back. 

[Midnight_Voice]

@Ianhutson08 

The test wasn’t supposed to possibly improve the performance of the EETV box.

It was supposed to show if the poor quality signal was passed on to the TV or not; that would be useful diagnostic information as to exactly where the problem was happening.

[leemac73]

Hello

Since switching from BT to EE, the normal TV channels have no signal and drop out all of the time, and this is on both EE boxes that were installed.  Had no issue with the previous BT boxes but the EE pro boxes just don't hold the signal at all.

Done all of the resets, even switched boxes around to see if this might help, but nothing does.

Pulling my hair out because no one can watch normal TV now, especially something as basic as the news!

Read these comments and glad (sorry) it is not just me suffer with this since the switch from BT to EE! really

wishing I had not made the switch and moved to Sky!

Thanks

Lee

[Midnight_Voice]

@leemac73 

What was changed in the swap over? EE broadband instead of BT broadband, presumably, but why new boxes? Did you have older boxes than the Box Pro and Box Mini before? 

At least, I presume you now have a Box Pro and a Box Mini. The Box Mini will be in IP Mode, but is the Box Pro in IP Mode also?

And did you get an EE router, or stay with the BT router?

And is it that your apps are OK on these boxes, but the live channels aren’t? Because it sounds like it might be a multicast issue - do you ever see error codes, like IPC6023?

If so, then the fact that it works a bit, rather than not at all, indicates the issue is on your premises. Might you be trying to run some non-EETV network kit, such as a mesh system? Multicast demands either an all-EETV network setup, or a deal of technical knowledge to make non-EETV kit play nice with multicast.

[leemac73]

@Midnight_Voice 

Hi, previously it was a BT Broadband and BT TV Box, and we switched to the EE  Broadband and EE Pro and Mini boxes.

TV signal strength prior was never an issue in over 5 years of being with BT, but within 24hrs of the EE devices being installed, the signal strength issue began and it is almost impossible to actually what any of the channels without getting it drop out, or things like the error code you describe popping up on the screen.

The apps on the EE Pro & Mini work perfectly, but what is a mesh system? not technical in anyway, so no idea what that means?

I run the TV aerial directly into the EE Pro as I did with the BT TV box, so everything is set-up exactly as it was previously but still the signal drops out and the pop-up appears!  Why would switching to EE create a problem that never existed previously, it should have improved things not make them worse.

[Peter_W]

Hey there @leemac73, welcome to the EE Community!

I can see you've mentioned having a TV aerial connected to your Pro box, have you checked to make sure this is definitely in Aerial mode? 

It seems very odd that both boxes would be having the same issue if one is connected via aerial, and the other via internet.

You can find details on how to check the mode you're in and change this on our help guide here.

Peter