EE TV aerial troubleshooting guide
If you're having problems picking up all the channels available in your area or with the quality of your digital TV service, see our guide below for more help.
Check your set up
Sounds simple, but check you've connected an aerial cable between your aerial and the IN socket on your EE TV.
If you're using a wall socket, please use the aerial cable and aerial adaptor (if needed) to connect to the IN socket.
If EE TV has worked before, make sure the cable hasn't become loose and that it's still in good condition.
Check your TV aerial
Set-top box aerials can provide a digital TV signal, but we recommend a rooftop aerial. The signal may be too weak from an indoor or mobile aerial for you to get a good quality picture or the full range of channels available. They can also be affected by other electrical devices in your home. If this is your only option, try moving the aerial as high as possible and as close to a window as you can.
Old or faulty aerials or aerial cable are also common causes of digital TV problems. So, check you've got a good quality roof top or loft aerial. If you need expert help, we recommend you use an installer registered with either:
Boosters, attenuators and splitters
If you've got a booster, attenuator or splitter connected to your aerial, try removing it as a test (if it's not installed on your roof). If this isn't possible, try turning down the gain and see if this helps. A booster may be causing some disturbance to the signal in strong signal areas. The effect can be the same with a splitter in weak signal areas.
Connector condition (physical damage, rust, water damage)
Any damage to a connector could cause signal problems.
Is the aerial pointing in the correct direction to the transmitter
Is your aerial pointing in the same direction as your neighbours aerials? Is your aerial pointing in the same way (horizontal or vertical) as your neighbours aerials? If not, this might be the issue.
Is it a wall socket or direct cable connection
Is there a socket on the wall or a cable coming out of the wall. If you're connecting to a cable coming out of the wall, check that the aerial connector on the end of the cable is not loose. Use the cable supplied, if at all possible.
Signs of water damage on the cable connector or STB ports
Has there been water damage to any of the cables or connectors? If so, you need to get them replaced.
Signal levels are important (Strength & Quality). You can check this from your EE TV box:
- Press the MENU button on your EE TV remote.
- Press the up arrow on your remote (that's the one above OK) to highlight the top menu.
- Move over to TOOLS & HELP by pressing the right arrow on your remote.
- Press the down and right arrow to highlight SETTINGS and press OK.
- Move right (using the right arrow) to TV SIGNAL & QUALITY.
- Use the down arrow to highlight RECEPTION INFO and press OK.
- Both the Strength and Quality figures should be at least 60%.
- The BER (Bit Error ratio) should be at zero or as low as possible.
- If the BER is greater than zero, then there may be a problem between your EE TV box and the aerial on your roof - check all connections and wiring that you are able to see and reach.
Re-tune your EE TV
From time to time, you may need to re-tune your EE TV box. You'll find all the help you'll need in our guide to re-scanning EE TV channels.
If you've just fixed a problem with your aerial cable set up or you've bought a new aerial, a quick re-tune will help get you up and running.
Still having problems?
It may be an issue with your digital TV coverage, a temporary outage, the weather or other issues in your area. See our guide fixing Freeview problems with EE TV for more help.