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Stuck on Welcome to EE TV

Goosey74 — Mon, 22 Jun 2026 19:03:56 GMT

Good afternoon, over the weekend we had issues with our box not connecting online and showing yvm102 error, we did all the troubleshooting and still no luck.

We've done a hard reset today and it's just stuck on Welcome to EETV screen, again I've tried different resets/combos that I've found on here but still comes up that screen.

I think the box is busted but any other ideas, it is a least 4/5 yrs old and is the BT Pro. Thanks

Re: Stuck on Welcome to EE TV

Christopher_G — Tue, 23 Jun 2026 07:18:02 GMT

Hi @Goosey74

Welcome to the community.

Have you tried restoring the box to factory settings? It's the last step in troubleshooting. If it doesn't work after this, I recommend having a chat with our technical support team. They'll be able to check everything from our side and run through your options with you.

Chris

Re: Stuck on Welcome to EE TV

Goosey74 — Tue, 23 Jun 2026 08:05:17 GMT

Hi, yes I tried the factory reset and since then it's stuck on this screen.

Thanks

Re: Stuck on Welcome to EE TV

Christopher_G — Tue, 23 Jun 2026 08:13:43 GMT

Last idea, @Goosey74:

Try restarting your broadband hub and your EE TV box at the same time. If you still get this issue after that, I'd definitely recommend speaking with our EE TV technical support team.

Chris

Re: Stuck on Welcome to EE TV

DarrenDev — Tue, 23 Jun 2026 08:16:21 GMT

I suspect the issue isn't your box - it's your remote.

Try resetting it: https://ee.co.uk/help/tv-sport/fix-problem/reset-your-ee-tv-remote-control

Re: Stuck on Welcome to EE TV

Christopher_G — Wed, 24 Jun 2026 10:08:50 GMT

Hi @Goosey74

Did you manage to get sorted?

Chris