This topic

Eetv boxpro not working

Sam70 — Tue, 15 Oct 2024 20:44:18 GMT

The TV box doesn't work. I have spent 3 hours trying to reset and reboot it, but all I get is the EE symbol on the TV screen for a few minutes, then just a blank screen. I have turned the broadband on & off, the TV on and off and the EE box on and off. Nothing makes any difference.

Re: Eetv boxpro not working

Keith_Beddoe — Wed, 16 Oct 2024 05:54:10 GMT

@Sam70

Are you a BT customer or an EE customer?

Have you reported the fault?

Re: Eetv boxpro not working

Sam70 — Wed, 16 Oct 2024 06:52:01 GMT

I am with BT. I haven't reported it yet, because the local phone mast is down so I have no mobile signal.

Re: Eetv boxpro not working

Peter_W — Wed, 16 Oct 2024 10:12:57 GMT

Thanks for confirming that @Sam70.

Is everything working as it should be with your broadband connection?

Also is your box connected via WiFi or Ethernet?
Peter

Re: Eetv boxpro not working

David_H — Wed, 16 Oct 2024 11:04:12 GMT

Hi, sorry to hear you're having issues. That description sounds like the box is either not getting an internet connection from the hub for your TV channels or has a problem putting picture on the screen. There are a few things we can check for you here, I'll drop you a direct message to get some more information and see how we can get you up and running.

Thanks

David

Re: Eetv boxpro not working

Sam70 — Wed, 16 Oct 2024 19:30:12 GMT

Other devices are working via WiFi. The box is connected via ethernet cable to the router

Re: Eetv boxpro not working

David_H — Thu, 17 Oct 2024 13:08:20 GMT

Had a brief burst of working service before failing again which tends to point to an external network issue impacting @Sam70s broadband and multicast TV. We're escalating the fault with the appropriate teams in case an engineering appointment is required and keeping @Sam70 updated directly.

thanks

David

Re: Eetv boxpro not working

Sam70 — Sat, 19 Oct 2024 11:04:43 GMT

I haven't heard anything else. The box is now plugged into an aerial socket, and I managed 2 days of programmes. Today I am, once again looking at a blank screen.

Re: Eetv boxpro not working

David_H — Mon, 21 Oct 2024 13:59:50 GMT

Hi @Sam70 when you say blank screen is that on the aerial mode when trying to watch say BBC or ITV via the aerial mode? That being the case, the issue is most likely to be on the HDMI connection between the TV Box and the TV.

The TV box reports the connected TV is a GSM (LG) TV with a manufacturer date of 2009 - the display settings would suggest it can only support HD services so could you check in Settings / Picture and Sound that the display is set to 1080p in the first instance, and that you are using the supplied HDMI cable directly connected to the TV input.

If you could let me know the model number of the TV we can do some further checks to see whether other settings might need to be set. I believe the "Smart" TV usually have an on screen menu to set things like colour and CEC support that we might want to check later.

Thanks

David

Re: Eetv boxpro not working

Sam70 — Mon, 21 Oct 2024 16:55:00 GMT

An engineer has been out to it today and replaced the box.

Re: Eetv boxpro not working

David_H — Mon, 21 Oct 2024 17:12:45 GMT

Hi @Sam70 thanks for confirming, that's good to hear. Did they fully test and set up and ensure all the TV issues were resolved before packing the old one away?

I'd like to keep an eye on things for the next few days to ensure there isn't any repeat of the issue.

Cheers.

David

Re: Eetv boxpro not working

Sam70 — Mon, 21 Oct 2024 18:07:05 GMT

Yes, he did.