Unable to get correct region on ITV

[LAJ24]

Hi, we have recently changed over to EE from BT.  We have set everything up and it was working fine with the correct channels initially.  However after we used the iPlayer (on two different occasions)  and then returned to BBC1 etc there was awful buffering which meant we could not watch the TV.  I reset the TV Box Pro but now I seem to get ITV Wales even though I select the West of England in settings.  Can you help at all with why this is and  also should we get this problem with buffering after watching things like iPlayer - it didn't happen with the previous BT box.  I would add the TV aerial is plugged into the Pro TV box.  Many thanks

[LAJ24]

The only other thing I wondered about is the fact that we are using WiFi
extenders which BT provided a couple of years back.

The reset seems okay so far but we will wait to see what happens when we
next use iPlayer etc. if the problems persists I may ask for an engineer
to visit to have a look.

Thanks again for your help.

[DarrenDev]

An engineer won't help - all they can do is check the cables are connected correctly. 

Update here if the problem occurs again, and I'll ask one of our TV Box specialists next week if he has any ideas.

[LAJ24]

Brilliant thanks. I'll keep fingers crossed I don't have to bother you
again with this!

[Harr1s]

I found this thread because of a similar issue. We're on aerial. Those instructions don't reflect what is shown in the box settings. There is no 'update channels' only 'retune' and there is nowhere to press 'ok' to see different regions. Can you help as we seem to be getting no choice of region.

[LAJ24]

Hi, to be honest we still have the problem I intermittently - we've factory
reset more times than I care to think about. We also are now on aerial and
with the ethernet cable into the router. We have now managed to get the
right region but still have picture problems.

[DarrenDev]

What channels are you having picture problems with @LAJ24 ?  If they're Freeview (aerial) channels then that's down to the quality of your aerial signal.  If it's on the subscription channels (channel numbers 300 - 600) then this is related to the internet connection.

I wouldn't recommend factory resetting - it won't help with either issue.

[DarrenDev]

@Harr1s you'll only be presented with the option to choose region if your TV aerial is presenting more than one region.  I can see that when in internet mode, your box is offered 3 TV regions to choose from, but we have no control over the options in aerial mode.

[Harr1s]

Thank you, I appreciate the reply. 

[PeterN68]

Hi Darren

Everyone seems to recommend you. Just installed the EE Pro box and connected via ethernet cable, not been given an option to pick a region. How do we set up our region as can't see it in settings. 

Thanks 

Peter 

[DarrenDev]

If you had a TV aerial connected when you set your box up, then the TV region comes from that. 

If you're using IP mode then your TV region comes from the postcode on your account, however it may not be correct until the morning after your agreed activation date.

If you're past that date then feel free to email me at tv.apps@ee.co.uk with your account number and postcode and I'll confirm what's going on - but I'm afraid it'd need to wait until Friday as I'm currently out of the country on holiday, and didn't bring my laptop for a change.