New Broadband and TV apps not working

[Downs8286]

Recently transferred to EE broadband at home from Now broadband. Since the transfer, Amazon prime, itv x and Netflix no longer play on our LG tv. The tv was new last year and is hard wired into the EE smart hub. Everything else is fine. Internet works on all other devices and other streaming services like Disney and sky sports work fine. We’ve tried everything Gemini recommended when we asked, such as turning everything off, changing various settings on the tv and reinstalling apps but no success. They all still work on our older tv that is using WiFi in a different room.  Any suggestions please? 

[Alex_H]

Hi @Downs8286,

Welcome to the EE Community

From your description it sounds like you are accessing these apps directly from apps installed on your Smart TV rather than the apps installed on an EETV box, is that right? What error do you get when trying to access Netflix? 

If you remove the ethernet cable and try to connect your TV on the Wi-Fi, do the apps work then? 

Alex

[xJilllSandwichx]

Could be a DNS & or Ip address error your tv is probably still set up to connect to a "Now" Broadband router , possibly different Ip address & or DNS , try resetting up the internet connection on the TV chose an "Automatic" (DHCP) setup 

[DarrenDev]

You've mentioned "no longer play" - do the apps still launch OK, but then video won't play?  What errors are shown?

[Downs8286]

I can’t reinstall the ITV x app at all. 

Amazon prime loads up until the program should start (it plays the ads first) then I see the spinning wheel of doom before it says ‘something went wrong’

Netflix loads until you click to play the episode then has the error code: tvq-pb-101(5.2.undefined)

[Downs8286]

Tvp-pb-101(5.2.undefined) is the Netflix error code and yes this is loading apps from the smart tv, not the smart hub. 

Will try disconnecting the Ethernet cable tonight 

[Downs8286]

Thank you. I tried this but no change in the issue

[xJilllSandwichx]

Sorry it didn't help what EE Router do you have ?

[DarrenDev]

At a guess, I'd say that parental controls are enabled on the router, blocking those apps from being reached:

https://ee.co.uk/help/broadband/getting-started/ee-parental-controls/parental-controls-smart-hub-7

[Richardr66]

What happens if you try and reinstall ITVX. Can you see the app on the TV but installation fails, or can you not see the app to install?

Also, do you have anything else attached to the TV?