TV Box Mini Issues

[norwoody]

I’ve been on the new EE TV for just over a month now after some teething issues with the Apple TV box. I’ve been having trouble with frequent connection drops and tv channels not loading on the EE TV mini box I have in my second bedroom. When this happens I’m forced to unplug and turn on the box to get it going again.

I have the smart hub plus downstairs in the living room and a smart WiFi plus mesh unit upstairs, so there should be no issues with WiFi coverage. However whenever I check, on the TV mini box it complains about poor WiFi strength despite every other device in the same room having no issues at all. 

Please advise? As these issues are happening on a daily basis.

[AlexEdwards]

Hello 
The issue is known by EE, eventually I got them to acknowledge that the issue was with the boxes receiving connection from a WiFi signal via a third party booster. EE agreed to send me 2x Linksys Powerline Adapters, meaning the EE Boxes were then connected via LAN, which has resolved my issue. When EE will fix the WiFi issue, I have no idea. Good Luck  


Sent from Yahoo Mail for iPhone

[Midnight_Voice]

@AlexEdwards 

If your third party booster doesn’t support multicast, or you don’t know how to configure it to support multicast, then the answer is never, because the problem is you were using equipment EETV don’t support.

But I daresay that if you specify the exact make and model of third party booster, one of the expert customers here might be able to help you with it.

[JC1967]

We don’t have any 3rd party or EE boosters - so it ain’t that!

I’ll try and speak to them tomorrow and see what they say …

[pburness]

I'm seeing very similar problems.

The EE mini box drops connection constantly, despite being in the same room and next to other devices that do not.

Also, I have to constantly login to ITVx, My5, iPlayer, etc. - virtually every time I change channel. I never had this problem with Sky. EE Router is in same place as Sky Router, EE mini box in same place as Sky mini box, same connected devices in the same locations. Literally we just removed the Sky equipment and replaced it with the EE equipment.

Annoying to the point of not worth having.

[Leanne_T]

Hi there @pburness 

Thanks for coming back to the community. 

If you give us a call our technical guides will get the EE TV box looked into for you, to see what could be causing this and what is needed to get the connection sorted for you. 

Leanne.

[pburness]

Hi @Leanne_T 

Thanks for getting back to me, it's appreciated.

I called EE support today and got pushed to the 'visual support pages' - I I got a text message with a link to a website and was asked to choose from several options (Broadband, mobile, tv) - I chose tv (broadband works, all other devices on the network are OK and fully functional, definitely not my mobile). I then got another text to call a number, which I did and was informed a test on my broadband had been initiated while waiting for a support persons availability. The test came back OK and I was asked if it was OK to restart the router, I declined as I've already done this several times to no avail, and was then told there was a problem and to try again later.....

Perhaps I could dm my number and somebody from tech support could call me?

Phil

[Leanne_T]

No problem @pburness 

Sorry we're unable to arrange call backs from the community. 

If you can try calling us again and selecting option 2, this will transfer you to one of the team who will help get the TV box looked into. 

Leanne.

[Burzum7520]

Having read above we have been having this connection issues for the last year. After various suggestion, move this, change that it’s still happening.

We start to watch something & suddenly that error code appears, after trying various options there’s still nothing & have no idea if & when it decides to come back on. We’ve taken pictures as it seems we get the impression that EE can’t be bothered. We actually rang yesterday and got a very arrogant technician who said we had no evidence so suggested to cancel everything. We have three phones, broadband and EETv we pay for and feel we are not getting what was promised or value for money. We are fed up with the whole thing. Once again any suggestion to help

[pburness]

Hi @Leanne_T ,

So, from the EE app, selected 'Talk To Us and got a number to dial, took me to a menu system, press 1 for 'visual help' or 2 for technical support - was told about the benefits of selecting option 1, but I persevered, 2 selected 1, in a queue waiting for tests to be completed.... I feel I've been here before.

 Tests OK, want to reboot the hub, thought I'd been here before.... Anyway - I've let you reboot the hub and finally got through to a real person who has helped.

His solution was - he factory reset the box.

Phil

[pburness]

@Leanne_T 

Having had the box factory reset I seem to now be able to switch between the ITVx, My5 apps without having to reenter the password each time, but I've lost access to Netflix (which is part of my package) Grrr... 🙂

I've tried signing in with my EE account email / password - that didn't work, so do I have to rejoin Netflix again and if so how do I link it to my EE account?

Phil