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BT TV changeover fail

jim789 — Sun, 18 Oct 2026 18:34:50 GMT

Both myself and a relative have BT Broadband with EE TV boxes which updated to BT TV on the 15th. I received an e-mail both before and after the change. She didn't, not even to junk. My Android EE TV app required me to download the BT TV app and the latter now has my details. Her iPhone EE TV app is still working as before.

It looks like her account did not get marked for changeover, but the box got updated anyway. Everything still works, though the new blue light is harder to see in the bright light of her room! Should she try to get this account issue fixed, or is it OK just to leave it? Could it cause a problem down the line?

I'm thinking she can't be the only user with this issue. Unless users open the app, they might not be aware of the change, though they might be wondering what's wrong with the colours.

Re: BT TV changeover fail

DarrenDev — Sun, 18 Oct 2026 18:38:41 GMT

It won't make any difference, however I'd appreciate if you could ask your relative to please email me at eetvsupport@ee.co.uk with their account number, so I can check what's happened.

Re: BT TV changeover fail

Fru2 — Sun, 18 Oct 2026 20:43:08 GMT

My 4k recordable box won't update. When it attempts to it gets stuck on the restarting the box message. I have to turn the box off and on to get rid of the message but the update fails. However my second older recordable box updated with no issues.

Re: BT TV changeover fail

DarrenDev — Mon, 19 Oct 2026 05:01:58 GMT

@Fru2 The older TV boxes are no longer supported, and current subscribers have been offered upgrades to current boxes. The only suggestion you're going to get it is to try a factory reset I'm afraid.

Re: BT TV changeover fail

Fru2 — Mon, 19 Oct 2026 08:29:49 GMT

I don't want to lose recordings and as out of contract I haven't been offered an upgrade. However I wouldn't want to move the Pro box as second box also with recordings would no longer be functional.

Re: BT TV changeover fail

Fru2 — Mon, 19 Oct 2026 08:31:08 GMT

Sorry I meant don't want to change to the Pro box.

Re: BT TV changeover fail

DarrenDev — Mon, 19 Oct 2026 08:33:47 GMT

You can factory reset whilst keeping recordings. It'll just reset your software and settings.