Skip to main content
Forum FAQ's
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

TV Pro Box, Netflix, Prime Video and Dolby Atmos Issues

Kncowans
Contributor
Contributor

‎29-10-2024 01:49 PM - edited ‎29-10-2024 01:56 PM

Hello all

I have been having this issue for what seems forever.

My Setup consists of:

LG TV (49SK8500PLA)
Marantz NR1609 AVR
EE TV Pro Box (Recently Replaced due to failing HDD)

I have not been able to receive Dolby Atmos through the Netflix App since at least Early October, it could be sooner, however, I have not Watched the TV since Mid July due to Health Issues.

I have never been able to receive Dolby Atmos through the Prime Video App since setting it up.

Both of the Apps, Netflix and Prime Video work with Dolby Atmos on my TV, so, I know that my System is all working, however, this is a workaround and not a solution.

I have Contacted EE and gone through all of their Troubleshooting Steps, the latest being an EE Engineer Visit Today.

The EE Engineer did not have a solution and admitted as to never having come across the issue before.

When I received the Replacement EE TV Pro Box, I set it up and the First thing I did after the Initial Setup had Completed, was to Open Netflix and Prime Video.

Netflix worked with Dolby Atmos, however, Prime Video did not.

The EE TV Pro Box then Updated, after which I reopened Netflix and the Prime Video App to check.

Netflix no longer Played Dolby Atmos, only Dolby DD+ was available.
Prime Video was the same, no Dolby Atmos, only Dolby DD+.

In the case of Netflix, it looks as though the Update that was applied to the EE TV Pro Box changed something that affected Dolby Atmos, Prime Video has never worked with Dolby Atmos.

I am not Subscribed to Apple TV+. however, I Opened the App and the Demo Reel Played in Dolby Atmos, so, the EE TV Box is capable of Dolby Atmos, just not the Netflix and Prime Video Apps, for whatever reason.

After the EE Engineer Visit and lack of a Solution, what would my next Step be?

Thanks in advance

Kevin

3 REPLIES 3
Profile closed
Not applicable

‎29-10-2024 03:50 PM - edited ‎29-10-2024 03:51 PM

@Kncowans wrote:
After the EE Engineer Visit and lack of a Solution, what would my next Step be?

Dolby Atmos issues across apps is not new.

I know it is frustrating, but you will get the best experience by using the apps on your TV (they are tuned to work with it) and only using the Pro Box for live TV viewing/recordings.

YouView (who provide the underlying OS), are not renowned for fixing anything at speed or even acknowledging faults. They will usually blame the app provider as people who expect things to work as intended appear to be an inconvenience to them.

EE will just send engineers and replace the box ad infinitum.

Kncowans
Contributor
Contributor

‎29-10-2024 04:57 PM

Hello

Thanks for the Reply.

Whilst what you say is True, it is also unacceptable that the Apps are provided and yet they do not work as they should.

Kevin

Profile closed
Not applicable

‎29-10-2024 05:15 PM

Of course, but that was just me being polite as a long term user of YouView, BT and now EE TV.

I can assure you they don’t care and won’t fix it, or might, probably unintentionally, before breaking it again. Meanwhile it will never be their fault.