internet mode

[dek1573]

Long time user firstly with BT TV and since early this year was switched over to EE TV, I've always used internet mode on my pro box with no issues, however last week the TV channels stopped working but the all apps work fine. After several phone calls and several resets of both the router and the boxes no joy. I've reset my box to aerial mode to overcome Not getting BBC,ITV etc but obviously any channels broadcast over the internet still won't work and sports channels I have to access via the app. Obviously the mini box upstairs is now app use only. I'm told that issue lies with the local exchange having broadcast issues. Now obviously it's a waiting game but it would be nice if EE could give an update that any customers experiencing these issues that they are aware and will fix asap, I'm not the only one in the street experiencing this issue.

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[Midnight_Voice]

@dek1573 

Should that be ‘Now getting’?

[dek1573]

What do you mean sir

[Midnight_Voice]

@dek1573 

You ‘Now get BBC, ITV’? 

I see what you meant, but the capital with no preceding full stop threw me 😢

[dek1573]

Rest assured I did not take offence at your initial reply, my poor use of grammar was only to emphasise that I was not getting the Freeview channels.

My reply was borne out of frustration, looking through this forum think I'm in for more frustration as it looks like an ongoing issue.

[dek1573]

Just an update

Received a phone call this morning from TMC regarding my issue which I really appreciated, as I expected it's a case of sitting back and waiting for the channels to come back on, some customers with the same issue as me are already back up and running.

So despite my initial grumbling have to give EE kudos for keeping me updated, as that's all we want when we have a problem.

[dek1573]

Update, finally my issue was sorted yesterday. Was updated regularly via TMC and they contacted me this morning to check everything was ok, It took 16 days from start to finish, believe the problem was with the local exchange

If I was to give any advice for anybody else experiencing a similar issue, I would by all means do the usual resets on the router and the boxes first and when you have to contact the helpdesk if it's not offered  suggest the TMC route to see if the issue can be resolved remotely.

My dealings with the helpdesk and TMC have been professional and easy.

[dek1573]

Well the same problem has returned this morning with Freeview channels not working with fault code ipc6023 on EE TV box pro.

The internet itself went down in my area for a couple of hours last night.

Using the aerial plugged into TV as temporary measure, I'll leave till later in the day before contacting call centre.

I'll update as I go.

[dek1573]

Do you know the old saying of "switch it off and turn it on again"

Well that's exactly what I did unplugged from the socket waited 5 minutes plugged back in turned it on and everything back to normal.

I'll never know if it was just a coincidence of timing or that solved it but either way it's working.

[Midnight_Voice]

@dek1573 

I was having endless trouble trying to set up a new HP printer. My laptop could see it fine, my iPads not at all. After exhausting all my resources, and those I could find on the web, I contacted  HP, who led me through all sorts of resets and adjustments to no great effect, until they had me reboot the router, though it appeared to be working perfectly.

This had two effects; first it cut off my phone call, as this had been over DV (duh!), and secondly, it fixed the problem, which I let HP know by email.

So now when I have a network problem I reboot the router, even if it seems to be fine, to see if it helps. Likewise the rest of the affected kit.

Chances are, your internet outage wasn’t perfectly recovered until you did the unplug/replug.