None of my live channels are working since Friday

[ClaudeG63]

All my live channels disappeared on Friday and I’ve done all the recommended actions more than once, including a factory reset to the box and rebooting the hub. 
I’m stumped, anybody any suggestions?

[Midnight_Voice]

@ClaudeG63 

What’s the box, is it in IP Mode or Aerial Mode, what exactly is missing, and what if anything is still working?

[ClaudeG63]

Thanks for your reply Midnight Voice

I have had a lengthy conversation with an advisor today and after much repetition of my earlier actions rebooting etc, they are stumped too and are sending me a new box.

In answer to your questions the apps and pre-existing recordings were there but no live channels. It is connected by BT wifi and the Ethernet cable is not long enough to reach the hub to connect it directly.

[id9]

I ran Defender and got rid of a couple of apps...I'm a technophobe, so not sure which part worked. 🤔 

[ClaudeG63]

Thank you for your reply id9, I am not even sure what running Defender means so more of a technophobe I’m afraid!

We received new box and hdmi cable yesterday, plugged into both hdmi sockets on tv, exactly the same result as the original box.

i believe the fault is not with the box now, my iPhone is telling me we are getting good internet speed via Wi-Fi so can’t understand what’s happening.Getting fed up now, maybe it’s time for a move. We’ve only had BT 18 months, had no problems really until now.

[Ali_A]

@ClaudeG63 

Are you able to connect your TV box directly to your router using an Ethernet cable? 

Ali 

[Midnight_Voice]

@ClaudeG63 

Do you mean no channels show in the EPG, or that none of them work? If the latter, do you get an error message, and if so what?

Are there absolutely no channels in the EPG, or is it just the ones from 300 upwards missing?

Can you post a picture of your EPG?

You haven’t yet answered as to whether you are in Aerial Mode or IP Mode. If the former, try plugging your aerial directly into your TV, tuning it, and seeing what channels, if any, you get.

[ClaudeG63]

No the Ethernet cable isn’t long enough to reach

[ClaudeG63]

Sorry Midnight Voice, it’s in IP mode, I will try the aerial

[Midnight_Voice]

@ClaudeG63 

I predict that Aerial Mode will get you back the Freeview channels, but the EETV-supplied channels will still be missing,

Your problem is likely that Multicast is not working for you. As long as you are not using any third-party network equipment, like a non-EETV router, mesh system, and so on, the problem will not be at your end, and EE should be investigating this at their end, not running round like headless chickens and sending you a new box, which probably won’t make a blind bit of difference.

When @DarrenDev had his hands on the levers of power, he could have diagnosed this in minutes, even if the actual fix took a bit longer.

I fear this is the start of a decline for EETV, though whether it will be long and slow, or frighteningly rapid, remains to be seen 😢