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New Broadband and TV apps not working

Downs8286
Investigator
Investigator

‎28-09-2026 11:23 AM

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? 

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18 REPLIES 18
Downs8286
Investigator
Investigator
In response to Richardr66

‎28-09-2026 07:19 PM

Nothing else attached to tv. 

I can log into the app download program of the tv, select itv x then when I click on install it spins and gives a something went wrong error message 

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Downs8286
Investigator
Investigator
In response to DarrenDev

‎28-09-2026 07:19 PM

Parental controls unlocked with no restrictions 

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Profile closed
Not applicable

‎28-09-2026 08:25 PM - edited ‎28-09-2026 08:25 PM

I remember back in the day on the Xbox even if you had a legit Netflix subscription you had to have an Xbox live subscription to access it , it wouldn't be something like having to log into some LG service first would it ? , definitely a reach i know but the only other thing would be a porting issue but who has ever heard of having to open ports for Netflix etc. ? , its really i strange issue indeed.

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Richardr66
Expert Contributor
Expert Contributor

‎28-09-2026 08:33 PM

One other thing to try - have you tried a restart of the TV? It can vary, but try a long press of the on off button, rather than the usual click. A restart as opposed to the usual standby can clear up some issues with the TV's apps and doesn't take long.

Downs8286
Investigator
Investigator
In response to Profile closed

‎29-09-2026 06:27 AM

We are logged in on the tv too. It’s a new (2025) tv so can’t be the software etc either I think 

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Downs8286
Investigator
Investigator
In response to Richardr66

‎29-09-2026 06:27 AM

Yes we tried this plus unplugging everything etc but no change 

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DarrenDev
EE Product Expert

‎29-09-2026 06:45 AM

Next suggestion: try compatible wifi.  There have been reports of other LG TVs being unable to connect.  I know yours says it's connected, but you've nothing to lose from trying:

https://ee.co.uk/help/broadband/manage-use/how-to-set-up-compatible-wifi

Downs8286
Investigator
Investigator
In response to DarrenDev

‎01-10-2026 04:44 PM

Tried using compatible WiFi but no change and tried unplugging the Ethernet cable which also didn’t help. 
We have a second tv in a different room which is older but has no problem with ITVX or prime or Netflix. This one is running off the WiFi only and is a Sony. Not sure if that info helps or not 

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DarrenDev
EE Product Expert
In response to Downs8286

‎01-10-2026 06:01 PM

Sorry - I'd missed that it was connected with ethernet already.  Compatible wifi definitely wasn't going to change it.

Something is blocking access from that TV to some internet sites.  The one thing I haven't seen you mention trying is a factory reset of the TV - have you tried it?  I'm wondering if there's something wrong with the certificate store on the TV, blocking some certificate providers?

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