Paramount + not loading

[Jaxstarr]

The Paramount+ app does not load on my eetv box.  I haven't been able to get past the logo screen for the last 2 days.

I've tried restarting both the box and router but that has not worked. My phone app works perfectly so it's not an account issue. 

Is anyone having the same issue or have any advice?

[Colin1302]

I’m having the same issue exactly, and have power cycled TV, router, and EE tv box. The app on my iPhone works OK.

[Ali_A]

Hi @Jaxstarr 

If you encounter any issues with the app or content, help and support are available at the Paramount Plus International Help Center.

You can find out more, and details for Paramount Customer support at Paramount+ now available on the EE TV Box Pro and Box Mini

Ali 

[zulu17]

• If you do go down the Paramount + international support route  , the  EETV boxes are in what they categorize as YouView UK  devices.

As with many  support services  they use chatbots . .. if you need to log a technical problem  you should be able (eventually) to have access to an agent if you type Agent  in your chatbot response.

Perhaps EE can advise whether afftected users should do a box reset as  individual apps cannot be reinstalled and typically the reconmended action is  for those affected to reinstall nonworking apps. 

These are observations ..i am not an affected user 

[DarrenDev]

That would rely on us knowing the cause of the issue @zulu17 

I've just checked YouView's bug tracker, and it was raised with Paramount on Thursday. No details known yet, other than that they released an update to their app last week. 

[Colin1302]

To be fair Darren, I spent a couple of hours last night trying to sort the problem out. First with the Paramount help chat box , which after it discovered I had tried all the power resets passed me onto “Just Answer “ experts ( charging £1 for the privalege). They wanted me to pay £16 for them to ring me, but I continued on their chat box. They also went through all the power resets, and then suggested I delete the app, and reinstall it. ( which I discovered you cannot do) followed by a factory reset, if that didn’t work. Is that really necessary, I think not. Then their final answer was to pass it back to Paramount as a technical issue. That is why I reported it onto there EE community site!

[Jaxstarr]

The app is working again for me - seemed to be fixed this afternoon.

But the whole support cycle and being passed back and forth is so frustrating. I would expect eetv support to be following this up for customers, especially as all apps are locked on the TV box. The support I received vi eetv chat was very poor.

[zulu17]

@Colin1302  i wouldn't expect Paramount support to pass you onto a chargeable thirdparty.  Is it possible that you clicked on  an advert or on a link in some search result.

[Colin1302]

Thankyou. Maybe you’re correct. JustAnswer was who I was put through to, and I have since had an email from their technician asking if their recommendations had solved the problem. I still have the problem. 
I must admit they did what they could via chat box , but finally recommended a factory reset which I am loathed to do. 
I intend to ring EE to see what their recommendations are!

[Colin1302]

Can you tell me what the final solution was to get Paramount working again, please?