Can't access any live channels from the guide

[f4s]

Just joined EE TV and although I can access various apps below the guide to watch live tv, I cannot access the live programs from the guide itself. When the program is selected I get details of the program at the bottom of the screen, with current play time, then I get the option to start the program from the beginning by pressing the green button and if I ignore this screen goes blank and stays blank. How do you simply select a program and begin watching this without going to the beginning of the program?

I don't have an aerial connected, hoping to stream everything.

[DarrenDev]

Leave it on that blank screen for a bit longer - I suspect an error will appear. Most likely IPC6023. If so, I'm afraid you'll need to give us a call to report it as a fault.

[f4s]

I've left it for 10 mins and the screen is still blank. No sign of any error code.

[DarrenDev]

Ok, that's unusual.
Could I ask you to please launch the EE TV app from the apps menu. Does that launch OK?

[f4s]

Yes. EE TV launched ok.

[f4s]

Just noticed the same probelm when selecting any channel with 'view now' from the home screen. Just end up with a blank screen.

[DarrenDev]

Whilst I can see your attempts to play, unfortunately your box isn't logging any events so I'm unable to see why it's failing.
The best I can suggest at this point is to try a factory reset of the box. If it still fails after, then you'll need to give us a call to report the fault.

[f4s]

OK. I'll attempt a factory reset tomorrow morning and let you know how I get on. What's the best number to report a fault?

[DarrenDev]

As an EE customer it would be 0330 123 1105

[f4s · Accepted solution]

Good Morning.

It appears that the selection of channels from the guide or live TV is now working as expected.

Thanks for you help