TV provider not supported message - Apple+ TV box

[PeteC125]

Hello

We have recently gone from a BT broadband and TV package to an EE equivalent (but faster broadband) and now have the small square EE Apple+ 4k  TV box instead of the BT 4k recordable box we did have.

Everything is set up correctly and working (although we did find the BT box a lot more user friendly) , but each time we turn on the box and telly (LG) we get a " TV provider not supported" message and we are forced to go into settings, where it says that our provider is EE, so that is correct.

We then exit settings and everything works fine. It's so annoying, it happens every time. Any suggestions please?

Thanks in advance,
Pete

[DarrenDev]

Would it be possible for you to take a photo of the message when it's on screen and email it to us at tv.apps@ee.co.uk? This isn't something we've heard of before.

[PeteC125]

Many thanks for the reply Darren, I have just emailed a couple of photos now.
I'll include one here too, just so others can see the issue.

Cheers. 

[DarrenDev · Accepted solution]

Thanks for the email.  We believe we've managed to find the cause of this, and we're working on a fix.

The error is caused by the EE TV app being resumed when the Apple TV is still offline.  It appears that the Apple TV takes longer to reconnect to the network after standby when it's plugged into ethernet than when it's using WiFi, which is why it's happening so frequently for you.

Our recommendations for now are:

1. Disconnect the Ethernet cable and only use WiFi - this appears to work much better on Apple TV (assuming your signal is strong enough).

2. Quit the app before putting your Apple TV into standby - this will guarantee that your network is ready by the time the app is launched again.

We are aware that these aren't great options, and we'll get a fix released as soon as possible.  Sorry for the inconvenience, and thanks for reporting it (we can see a few others affected by it too, but haven't been made aware of any customers reporting it as an issue).

[Jack339]

Hi I’m also having the exact same issue with Apple TV setup. Hope you can find a fix soon as just switched to you guys. Thanks  

[DarrenDev]

Is your box also connected with ethernet cable @Jack339 ?

[Jack339]

Yes it is at the minute. 

[DarrenDev]

OK, so you should find the issue will disappear if you switch to using WiFi @Jack339 - we'll fix it for ethernet users as soon as we can.

[PeteC125]

Thanks Darren for your continued efforts in trying to work out a fix for this issue - it is appreciated!

I did unplug the ethernet cable from our Apple box and connected it to the wi-fi, and sure enough the issue disappeared. My preference would be to have the box connected to the hub by the cable, if a fix is doable 🙂

Cheers.

[DarrenDev]

For sure @PeteC125 - we'll get the fix released as soon as we can.