From the help page you have the below steps, unsure if you had tried all of these. If the issue persists I would contact technical support
- Restart your TV, and when the TV turns back on, restart your EE TV box
- Remove then re-insert your HDMI cable from both ends at your box and TV, or AV Amplifier if you are using one
- If you have a SMART TV please make sure that the TV software is up to date
- If you’re connecting via an HDMI switch or AV amplifier, make sure that the software for this is up to date. If it still fails, try connecting directly to the TV
- If you still have the same problem, try a different HDMI cable and an alternative HDMI input in your TV
