Unable to stream ITVX live via my EE box

[JCH8967]

Dear EE Customer Support, 

I am writing to express my concern and frustration regarding the continued removal of live ITV streaming via the ITVX app on the EE Box. As a customer, I have always valued the convenience and quality of your services, but this change has significantly impacted my viewing experience. 

Due to geographical considerations, my local ITV Wales signal is very poor. This makes ITVX the most viable option for accessing live ITV content. However, the removal of this feature from the EE Box has left me with limited alternatives. While I understand certain channels are available through the EE Box's Electronic Programme Guide, the additional functionality offered by ITVX—such as access to ITV HD channels live—was a key part of why I chose this setup. 

The workarounds, such as using Chromecast or the Amazon fire stick are cumbersome and detract from the seamless experience I previously enjoyed. I am struggling to understand what ITV gains from imposing this restriction, especially as ITV actively promotes watching ITV live via ITVX on other platforms. 

I kindly ask that you clarify the reasoning behind this decision and provide a timeline for reinstating live ITV streaming via ITVX on the EE Box. If there are no plans to do so, I would appreciate guidance on alternative ways to enjoy live ITV content without compromising on ease of use or quality. 

As a loyal viewer, I hope that my feedback will be taken into consideration, and I look forward to your response. 

Kind regards, 

Jack

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[Chris_B]

@zulu17   It’s iTVs app and how they want it to function.  That’s not an EE choice or you view choice, just like it’s not EEs choice or you view choice to have Disney plus on the box.  It’s down to the content creators as it’s their app,  EE can’t just go making things work because of licensing agreements with the content owners.  The content owners decide how it’s going to function end off.  No amount of having ago at EE/You View can change anything on any app unless it’s their own app,   The vast majority of complaints on here are from customers who don’t understand the legal side of streaming and think the tv provider (EE) is doing this on purpose.  

  It’s iTV so better off complaining at the provider of said app.  

[zulu17]

Is that the EE position   @Chris_B  that you have been briefed  ?

[Weerab2024]

@Chris_B I think the majority of the customer complaints are that they have been stated some wrong information when they have signed up for EE tv by sales staff or that they are surprised that the content providers and Youview have not come to an agreement for services that have been available on other platforms for several years. 

I do understand where you are coming from that EE are unable to add these services without prior agreement.

They are limited somewhat to the power of Youview and said content providers and can't just add apps or improve the service unless it's with the possibility of adding additional channels etc.

A good example of customer power though is the GB news app, and those customers who asked GB news about its removal which led to an agreement and reinstatement, or perhaps that was just coincidence and there were active discussions behind the scenes. 

I guess for the customers that aren't happy will be free to reassess their requirements at the end of their contract and decide if their current service is still applicable to them. 

[Chris_B]

@zulu17   No it’s just common sense.  It’s iTVs app they own and control how it operates.  

[Chris_B]

@Weerab2024  Theres quite a few customers who have been misled on what’s available on the You view box.  Then there are those customers who believe EE can just add any app to the you view box regardless of license in agreements.  (they don’t understand illegal piracy streams if EE/You view could do such a thing and the potential lawsuit that would follow).    then there’s what app creators make available and how they control how that app works as in this case.   iTV app iTV created it iTV control how it functions and what it’s capable of doing and all this will be under a license agreement.  

[Weerab2024]

@Chris_B given that the iPlayer app offers live streams for example you would think it would only be a matter of time before itv made live streams available on Youview boxes as  they are available on most other devices. 

I do agree that there is a lack of understanding on what apps can be made available on the boxes and that you can't simply add them through some sort of app store on the pro and mini boxes. 

[Chris_B]

@Weerab2024  it’s probably because to use iPlayer you need a tv licence.  BBC will not want an app that has limited functionality if your paying for a licence that basically give you the right to use the that app, and you want the full experience because of that fee. 

[zulu17]

On 7th December 2022 ITV said.

What will I be able to watch on ITVX?

All ITV’s channels will be available to livestream through ITVX, as well as additional themed channels (known as FAST channels).   ...

When ITVX launches, deaf viewers will have access to what is a streaming first - a British Sign Language channel....

ITVX will also include a dedicated rail for ITV News, giving viewers a new way to keep up to date with the stories of the day.

These features appear lacking almost 3 years on the ITVX  app provided on EETV (Youview)