Eetv boxpro not working

[Sam70]

The TV box doesn't work. I have spent 3 hours trying to reset and reboot it, but all I get is the EE symbol on the TV screen for a few minutes, then just a blank screen. I have turned the broadband on & off, the TV on and off and the EE box on and off. Nothing makes any difference.

[Keith_Beddoe]

@Sam70 

Are you a BT customer or an EE customer?

Have you reported the fault?

[Sam70]

I am with BT. I haven't reported it yet, because the local phone mast is down so I have no mobile signal.

[Peter_W]

Thanks for confirming that @Sam70.

Is everything working as it should be with your broadband connection? 

Also is your box connected via WiFi or Ethernet?
Peter

[David_H]

Hi, sorry to hear you're having issues. That description sounds like the box is either not getting an internet connection from the hub for your TV channels or has a problem putting picture on the screen. There are a few things we can check for you here, I'll drop you a direct message to get some more information and see how we can get you up and running.

Thanks

David

[Sam70]

Other devices are working via WiFi. The box is connected via ethernet cable to the router 

[David_H]

Had a brief burst of working service before failing again which tends to point to an external network issue impacting @Sam70s broadband and multicast TV. We're escalating the fault with the appropriate teams in case an engineering appointment is required and keeping @Sam70 updated directly.

thanks

David

[Sam70]

I haven't heard anything else. The box is now plugged into an aerial socket, and I managed 2 days of programmes. Today I am, once again looking at a blank screen.

[David_H]

Hi @Sam70  when you say blank screen is that on the aerial mode when trying to watch say BBC or ITV via the aerial mode? That being the case, the issue is most likely to be on the HDMI connection between the TV Box and the TV.

The TV box reports the connected TV is a GSM (LG) TV with a manufacturer date of 2009 - the display settings would suggest it can only support HD services so could you check in Settings / Picture and Sound that the display is set to 1080p in the first instance, and that you are using the supplied HDMI cable directly connected to the TV input. 

If you could let me know the model number of the TV we can do some further checks to see whether other  settings might need to be set. I believe the "Smart" TV usually have an on screen menu to set things like colour and CEC support that we might want to check later.

Thanks

David

[Sam70]

An engineer has been out to it today and replaced the box.