New EE TV Box Pro finding no channels in Internet Mode

[AQ467]

Hello, 

I’ve just moved from Sky Stream to EE, yet when I follow all instructions and set up my TV it finds no channels whatsoever in Internet Mode. I have tried all troubleshooting available several times, factory resets etc.

The box is 100% connected to the hub and it shows all necessary Apps etc and they work fine.

My TV guide offers nothing.

Can someone please help me as I’m seriously considering switching back,

Thanks

[Andy_65]

Hi @AQ467 

It's worth resetting your hub if you haven't already done so and then try retuning.

If you log in to your account can you see your TV subscription package?

If you still can't access any IP channels then I think you need to contact EE.

[wgwright]

Have you had a look in the settings to see how many channels it says you have available and also tried re-tuning them!

[DarrenDev]

Sorry for the delay in responding @AQ467 - I've been on holiday.

This would have been a quick one to fix (the issue is at our end, not yours), but unfortunately I can see you've already cancelled your account.

[AQ467]

This is even more frustrating, I called and spoke to an advisor on 150 who said nothing could be done and it was an Openreach issue (even though my internet was fine), so nothing could be done and no timeline could be given.

EE had to place my order 4 separate times due to the issues they caused from the beginning giving Openreach the wrong instructions, which required me to spend hours on the phone with the DI team etc so I am not at all happy with this.

I cancelled as I was told there was no way to fix, now apparently there is I cannot believe how unprofessional all this has been. My services starting was delayed to almost a month, not working, then again given incorrect information it has been shambolic from start to finish.

[VikkiLou1987]

Hi Darren, 

I am having the same issue for a gentleman i care for, I work for BT and have been round to set up his new Router, and his EE TV.  Everything is working and all showing a stable Aqua light.  I have managed to activate his Netflix, NowTV etc and all that is working perfectly, however i am unable to tune his normal channels in. I have reset the router, unplugged everything and plugged it back in but still it doesnt work. It shows on his confirmation emails that his services where going to active on 17/07 and can be any time up to 23:59.  He has called me this morning and his channels still will not tune. He has moved from Sky to EE. 

any help would be greatly appreciated, As he is unable to do this himself. (i can provide his email etc should you need this)

[DarrenDev]

@VikkiLou1987 can you please get him to email his account details to me at tv.apps@ee.co.uk and I'll take a look

[VikkiLou1987]

Fab thank you so much, I have just called him and asked him to forward you any info he has. It may take him a little while as he is in a wheelchair so needs to get downstairs to grab the info. Thanks again 🙂 Let me know when you have it if there is anything else i need to do 🙂 

[VikkiLou1987]

Its been sent - He has put my name Vikkilou1987 in the subject so you know who it relates too 🙂 Thanks for your help 

[DarrenDev]

Is it specific channels he's missing @VikkiLou1987 ?  Everything looks OK, and it shows him watching BBC 1 and TNT Sports 1 this morning.