EE TV Box Pro problems

[fiddlesticks01]

I've had the EE TV Box Pro for a few months and have a couple of issues that I didn't have on the previous BT TV Recordable Box.

- I'm having numerous failed scheduled recordings - 3 happened in the past week or so. The programs were broadcast, there weren't too many recordings at once and nothing has changed to explain this. I can't remember failed recordings happening over many years of having the previosu box and I didn't have this issue with the new box in the first few months until recently.

I read that an error code may show in the EE TV app but it just shows 'Failed to record'. The channels were Channel4 HD and ITV1 HD,  I can't remember the third one, but it was a terrestrial channel.

- Audio/visual sync issues, so speech is clearly a little out of sync with the picture. Changing the sync setting is no use as the issue is intermittent - sometimes it's ok, sometimes it's not. Again, didn't have any issue with this on the BT box. Restarting the box seems to get things back in sync when it happens.

Are these known issues please. Are there any fixes? Thanks. 

[Lesley_W]

Hi @fiddlesticks01 

Thanks for coming to our community.

Have these issues been present since you first got the box? 

It doesn't look like these issues are something we're aware of so it's likely something our technical team will need to investigate further.

Lesley

[fiddlesticks01]

Hi,

I don't remember any missed recordings from when I had the box at the start of this year but they have started in the last couple of weeks from memory. Thanks. 

[Lesley_W]

Thanks for the extra info @fiddlesticks01 

Do you notice any patterns, certain channels, times etc?

Lesley

[fiddlesticks01]

Hi,

No patterns or reasons as far as I'm aware.

[Michael_D]

Have you been able to try to factory reset the box @fiddlesticks01?

Michael

[fiddlesticks01]

I haven't. I'd be extremely dissatisfied if the answer was to do a factory reset as I had problems with the previous BT Recordable box for a long time and had to do many resets - It had at least worked fine for many years before these problems started. I haven't even had this new EE box for 5 months yet.

Surely the first response to failed recordings, before anything else is even looked into, is not 'do a factory reset'.

Is there a log of my failed recordings that could be investigated please.

[Michael_D]

It is something that our TV team would ask you to try if you were to speak to them, which would be the next steps. There is an option to keep recordings, for any you currently have, when trying this.

Michael

[fiddlesticks01]

Michael,

I'm aware at some stage an issue reaches a point of requesting a Factory Reset, but this can't be the first port of call. I had no issues for months, then a number of issues suddenly. Surely if I were to speak to the TV team they would make some attempt to look into the specific issue.

Has technical support really become this poor ? I'm asking as both an ex BT employee and someone who did IT support for many years.

[Michael_D · Accepted solution]

The tech guides would be able to check your account to see if there is anything else that could be causing it, but as we don't have access to accounts here, we are limited in what we can suggest here on the community.

With it being different problems that have arisen, the factory reset is something we'd suggest alongside restarting the box.

If you preferred to run through other potential options, I would recommend giving our tech guides a call.

Michael