Sagemcom mini box has lost all channels

[TrustedLeaf]

My mini box has lost all channels. It’s happened a few times over the past three weeks and although the soft reset didn’t work then, restoring to factory settings usually solved the problem. Last night while watching tv through the box, the broadband signal dropped for a moment and although the broadband reset, the mini box hasn’t recovered. 
Software is up to date, broadband connection is showing, main box in other room is working fine and showing all channels but mini box will only show Apps (and only some eg no Ch4 or ITV apps available) and no live TV. 
Any suggestions?

[Alex_H]

Hi @TrustedLeaf,

Welcome to the EE Community

Have you restarted all your equipment since the broadband dropped, the mini box, hub and ONT if you have one to see if the channels restore to the box? 

If that and a factory reset of the box have not restored the channels, I would reach out to our TV technical team so they can take a more detailed look into the box and connection status to help fix it. We are open 10-4 today and back to normal 8-9 weekdays and 8-8 weekend after.

Alex

[DarrenDev · Accepted solution]

@TrustedLeaf your broadband is currently down and the mobile backup has kicked in. I can see your line stability has been poor since install, causing it to run much slower than it should and drop out frequently. Diagnostics suggest that there's a poor connection on the wiring, requiring an engineer visit. I recommend you give the helpdesk a call so that this can be arranged.

Unfortunately EE TV doesn't work over mobile broadband backup - your TV Box has spotted that it's not connected to EE broadband, so has removed all the channels.  When the broadband comes back up, you just need to check for software updates - this will trigger it to recognise the broadband is back, and re-enable the EE TV service.

[TrustedLeaf]

Thanks Darren yep I’ve logged it with the team and got an engineer visit booked in a couple of days which will hopefully sort the issue. Thanks for responding. 

[TrustedLeaf]

Thanks Alex. Connection showed as fine (wired to mini hub) but it now seems there’s a wider issue with the broadband which will hopefully get sorted in a few days once the engineer visits. Thanks for responding.