EETV box cannot find channels via internet only and we don’t have an ariel in the room.

[TG1]

Hi, I spoke to an advisor before and he told me to do a factory reset and retune. I’ve done this three times now but every time the box finds 0 channels unless we use an ariel. Our connection pulls in a max of 24mbps with EE given our location is rather rural but we also have starlink pulling in well over 120mbps on average. Using internet only on either connection still brings back 0 channels. I was informed I’d have to pay £40 to have someone come out but if I paid for a service surely it should work? We’ve probably been contracted for roughly just under 2 months. I’d have done this all sooner but the home needed major renovations. 
Any help would be appreciated. 

[rbz5416]

It will only work on the EE connection & preferably through the supplied Hub. I believe the aerial also needs to be physically disconnected before the factory reset.

[rbz5416]

If you're on the latest firmware, you can reset the box from the settings rather than faff about holding buttons while you power up. Are you aware of the limitations of Internet mode?

https://www.bt.com/help/tv/set-up-bt-tv/modes

An afterthought but I'm assuming that as you have a Pro Box, you do actually have a BT/EE TV subscription? It won't work without one.

[zulu17]

@TG1 Your EETV channels  (in the EPG ) delivered in Ip mode Will be dependent on your EE TV subscription. It is your BT or EE broadband line that is used to check the subscription . If your EE TV Box is connected to another broadband service eg starlink that EE TV subscription will not be picked up.  The third party apps on the box will still be accessible and will function.

You need to ensure that you are connected to EE /BT broadband and not your Starlink when you set it up. Are you able to use a cable connection to your EE/BT Smarthub to do this ?

[NigelB72]

@TG1 EE/BT TV via IP will only work over EE/BT broadband due to the multicast system they use.