EE TV FAQs
- About the EE TV box
How much storage does the box have? 1TB - that’s twice as much as you get with standard BT and Virgin boxes. Store up to 600 hours of standard TV, or 300 hours of HD. EE TV’s huge memory means there’s space for everyone’s stuff. How many channels can I record at the same time if I am using Replay? You can record up to 4 channels, however if Replay is in use (regardless of number of channels selected) you can record up to 2 channels. Who makes the EE TV Box? EE TV is made in association with our partner Netgem.
Can everybody get EE TV?
You'll need to be an EE, T-Mobile or Orange mobile and home broadband customer to be eligible for EE TV packages. You can't use EE TV without these subscriptions. I’ve got an existing EE Broadband plan - can I add TV? Yes, you'll be able to upgrade to a new 18 month plan with EE TV. You won't be able to downgrade your plan and the TV plan will supersede any offers you may have taken with your original plan.
Can I get it in where I live?
You'll need to live in an EE Broadband area with download speed of at least 4Mbps. Why is there a minimum speed requirement? We want to ensure that everyone getting EE TV has a great experience. This will allow customers to get the most out of catch up and on demand services available on the box.
- Purchase, set up and billing
Where can I get EE TV? EE TV is available to order on-line, in store or over the phone Will an engineer need to visit my house? No, EE TV is really easy to install by yourself. So unless you need a new line installing for your broadband you won’t need to wait around for an engineer. Will EE TV show on the same bill as my broadband? Yes, EE TV is part of your Broadband plan so it will show on your EE broadband bill. However any content that you purchase will be billed to you as part of a direct relationship with the content provider and will not appear on your EE bill. I have Sky - do I need a roof top aerial? Sky is normally delivered to a home through an external satellite dish. EE TV cannot use this as a means to receive signal or channels. Instead you need either a rooftop or loft aerial or a fully working indoor aerial. Can I run Sky and EE together? Yes, but not through the same set top box. A Sky box and an EE TV box can both be connected to a single TV, provided that there are enough input ports (normally HDMI) on the TV. Can I have the box delivered somewhere else? Unfortunately it's stipulated that the box needs to be delivered to the customers home address. However, on the day of delivery a text message is sent out by the courier allowing to change the delivery date if required. What do I do if something is missing? Contact customer services if something from the box is missing (e.g. a missing cable). What is the price of the power line adapter if the customer calls customer service for one? £35 What do all the new icons mean? You can find out more about all the icons for EE TV. Why am I missing some Freeview channels? EE cannot guarantee what Freeview channels you will receive - where you live determines this. Not all regions or transmitters that cover a particular region will necessarily transmit the same channels. Please check your Freeview coverage at http://www.freeview.co.uk/availability, and channel availability at www.digitaluk.co.uk. Can I watch EE TV on another telly at the same time as the main telly? No, you can only watch EE TV on one TV screen but you can watch on up to 3 devices such as tablets and phones at the same time. What should I do if my EE TV box is damaged accidentally? As the customer, it is your responsibility to look after your EE TV box. EE doesn't provide accidental damage cover for the Set Top Box or any components of it. If your box is damaged you may incur charges for a replacement. If accidental damage does occur you should use your home contents insurance to arrange a replacement.
- Data boost
I’m on an Orange or T-Mobile pay monthly mobile plan - can I get a Data Boost when I take broadband? You’ll need to upgrade to an EE PAYM mobile plan then add/regrade EE broadband to be eligible. When will Data Boost be added? Your Data Boost will be added after your broadband has activated. We’ll text you once the Data Boost is live.
Can customers share the data from my Data Boost?
Yes, in fact Data Boost is great for Sharers as they get loads more data to share across their devices. What pay monthly mobile plans are eligible for Data Boost? 4GEE pay monthly handset plans £46 or over get a Boost to 20GB, while pay monthly handset plans under £46 get a Boost to 10GB. SIM plans £17.99 or over get a Boost to 10GB. Your plan must be an eligible 4GEE pay monthly handset or SIM only plan to get Data Boost. EE secondary SIM only accounts, secondary sharer accounts, Orange, T-Mobile and all pay as you go plans are ineligible. What will happen to my Data Boost if I leave EE Broadband? Your Data Boost will be removed if you leave EE Broadband.
- Scheduled recordings
Can I delete or modify scheduled recordings on other devices (e.g. cancel a recording on Fred's iPhone from Mary's Android tablet)? You can modify standard recordings on the EE TV box set by anyone, but Recordings To Go can only be amended from the device that has set the recording. If a standard scheduled recording on my EE TV box is cancelled by someone else, how will I know? There is no notification to the originator. It would be down to in-house communication. Don’t forget on EE TV you can record up to 4 programmes at the same time.
- Remote recordings
Can I set a remote recording from my PC or someone else’s phone or a web browser of any kind? No, only mobile devices that you've paired with your EE TV box. If I set a remote record, how long will it take before my EE TV box at home receives the command? This should take no longer than 15 minutes if you have a good network signal.
Can I access my personal profile on different devices? The Personal profile feature is unique to each device, you can’t ‘log in’ to it on multiple devices, but it can be set on each device separately. How do I rename the My TV section? This can be done via the Tools & Help section on the EE TV app, select Status then go into Settings and edit the 'Name of My TV' field.
How do I add programmes to the ‘my favourites' section?
Simply tap the star button on the Programme Details page in your app and it will add to your favourites. How do I add channels to the “my channels” section? Just open the EE TV app (or tap the Home button if you’re watching TV) select My Channels, find the channel you want and select.
- General features
How can I view my photos and videos on the big screen? Open the EE TV app (or tap the Home button if you’re watching TV) select My Photos & Videos, find the picture or video you want to see on the TV screen and simply flick your finger over the screen to move to the big screen or select the Flick button. Can I Flick anything onto the TV screen? Flick can only be used on programmes you’re watching through the EE TV app, and any photos or videos on your device. Can I Fetch any content onto my phone/tablet? Fetch can only be used for live, recorded, replay or restarted TV on Free to view channels. It cannot be used with On Demand apps.
Why won’t the EE TV app let me Fetch HD content to my device? Unfortunately, Android devices cannot currently support viewing Live content in HD, so you cannot Fetch this to your device. This is available on iOS, or for SD content. What happens to the programme on TV when I Fetch it to my device? The programme will continue as normal, so everyone in the room can carry on watching.
- Programme guide
What channels can I see on the Programme Guide when I'm using the EE TV app? The view is the same as on your EE TV box – all available Freeview channels How far in advance can I view programmes on the Programme Guide when I'm using the EE TV app? Programmes can be seen 7 days in advance, the same as the EE TV box view
Can I schedule recordings via the EE TV app Programme Guide?
Yes just select the programme you want and press record Can I access the Programme Guide on the EE TV app when I’m away from home? Yes, as long as you have an internet connection. Why can’t I see past programmes on the EE TV app Programme Guide when I’m out of the house
This is because the Replay and Restart functions aren’t available when you're outside of your home, so there’s no need to see this content
Can I see just the channels I’ve selected as favourites on the EE TV app Programme Guide? Yes, just select My Channels at the bottom right. Or select All Channels to see everything