TV BOX PRO

[annandpaul]

Hi, does anyone else have problems with the terestrial HD channels when receiving off air with this box?

Have had an engineer try another box but no change. When checking TV Signal Quality: Signal Strength is 100% but Signal Quality is 0%. Talked on phone to their technical team this afternoon but they were unable to resolve. They will not allow us to terminate our tv package until the end of the contract.

Any info or help would be much appreciated.

[Midnight_Voice]

@annandpaul 

What happens when you connect the aerial directly to your TV, tune it in, and try to watch it?

[Timbo45]

@annandpaul 

Typically a 100% signal strength figure is way too high and overloads the tuners hence the 0% quality figure.

The solution is to get a variable attenuator between the incoming aerial cable and the box and adjust it until the strength comes down to something around 90%. The aim being to get the quality figure to 100%.

This has been an ongoing issue with all these units from day 1.

[annandpaul]

Hello Midnight Voice

Many thanks for your reply. There is and never has been a problem with theTV reception. I don't use the box loop through.

[annandpaul]

Thanks Timbo45 very helpful advice, will collect a variable attenuator today and try it out.

Thanks again

[Matt_124]

Your TV package would be accessible using the IP Mode if the Aerial Mode is not working, hence you are still able to access your content and thus wouldn't be able to terminate the package on these grounds without incurring Early Termination Charges.

[annandpaul]

Thanks Matt_124

The whole point of choosing the EE TV BOX PRO was to be able to record terrestial broadcasts for replay later and not use IP Mode, this was made clear when we signed up.

As you will see from theTimbo 45 post, this has been an ongoing issue with all these units from day 1.

[Midnight_Voice]

@annandpaul @Matt_124 @Timbo45 

I do not think that ‘no you  can’t cancel because bits of it work’ is a tenable proposition.

On the other hand, there are a number of things you can try, likely the attenuator given those numbers, and trying those should come first.

[Matt_124]

A customer certainly can cancel, but would incur early termination charges unless all complaint and resolution routes were followed and it was deemed that key points of the agreement were broken on the part of EE.

EE TV Terms and Conditions can be found here: https://ee.co.uk/help/terms-and-conditions/tv/ee-tv 

It might not sound nice etc, but this is how contracts work ultimately with any provider or service agreement.

As there is an alternative way to provide the service laid out in the terms, it may not be possible to cancel without any early termination charges. But these rules are not always so clear cut, so it is worth exhausting all escalation measures and they may be able to resolve the issue or may voluntarily offer penalty free cancellation of the service at the end of this.

[Midnight_Voice]

@annandpaul 

But thousands of them work without incident, and I don’t think there’s been a case where one that started off problematic went unresolved.

An interesting thing to try would be to take the box to a friend’s house, retune it, and try the TV reception there.

It won’t do the internet stuff, of course, unless they have EETV as well, but for this it doesn’t need to.