My EE tv has suddenly become Youview, and won’t load tv channels

[LJ1966]

Hi my ee box seems to have updated itself and now says it’s YOUVIEW.  My recorded channels are still there, but it won’t  show me the normal tv channels. 
Any ideas? X

[zulu17 · Accepted solution]

@LJ1966  That suggests  that Youview  believe that your EETV  Box is connected  to an ISP other than EE or BT. 

[LJ1966]

Thank you so much for your reply. 
How would I go about fixing this issue? 
we have not changed anything, simply turned on tv to find it saying youview instead of ee. 
thanks in advance. 
LJ 

[zulu17]

@LJ1966 

I would suggest going to Settings , under INFORMATION & RESET select Software Information  , make a note of the ISP configuration value , then opt to Update Software.

If you get the "Software up to date  - Your box is already running the latest version of software"

then I would suggest (again within Settings) under SIGNAL& CONNECTION  select Broadband Connection and make a note of the Ip address listed,

I would then be inclined to power off the box for say 3 to 5 minutes and then switch backon .

[iconiccshhh]

This has happened to me too… no live TV and all EE branding gone, I honestly wish I had picked the Apple TV because the amount of bother I have had with this stupid TV box Pro

[DarrenDev]

@iconiccshhh the fact that it's lost the EE branding means that the box no longer believes it's connected to an EE broadband line.  Are you posting from your home broadband at the moment, as your post didn't come from a recognised EE broadband line either.

Have you connected to a different broadband?  Or enabled a VPN of any description on your network?

p.s. the Apple TV would have also failed in this scenario too.

[iconiccshhh]

I am using one of the phones on my account to tether to my hub as my WiFi is broken and when I was on the phone I revived little to no help from the customer support guide and was just told I was to wait for a new power supply unit, I have never had this much bother with any other provider, I’m on the phone or in a live chat every month trying to solve an issue.

[DarrenDev]

Ah, that'll be it I'm afraid - the TV channels will only work when connected to an EE broadband line.  When tethered to a mobile hotspot, the box will lose its branding and all access to EE content.

For now, I'm afraid you're restricted to just using the apps on the TV Box.

[DarrenDev]

Looking at your account further @iconiccshhh I can see that you called us on Thursday as your broadband is down. I'm unable to see any further details on the current status, but I've asked a colleague to help out first thing tomorrow morning - just to make sure things are being sorted. Sorry for the pain you've experienced so far.

[DarrenDev]

@iconiccshhh it looks like your broadband issue is now resolved, and your TV is back online. Sorry again for the inconvenience.