Fixing problems using the EE TV app on my tablet or phone

If you're having problems watching EE TV on your tablet or phone we have some solutions to help fix your problem.

Check your tablet or mobile is connected to your router

First, check your tablet or phone is connected to the same router as your EE TV. If you've not set up your EE TV yet or would like help connecting your device, see one of our guides below:


Check your tablet or phone is in range of your router

Try moving closer to your broadband router to see if this helps. Less than two WiFi bars can start to cause problems.


Check your EE TV WiFi signal strength

Check there's a good signal strength between your EE TV and router if you're using WiFi. See our guide EE TV WiFi signal strength to check. You'll also find more help in our guide to fixing WiFi issues. Or, if you can use a wired (Ethernet) connection or consider buying some powerline adapters to connect.

Also check you have a good WiFi signal strength on your device. Our guide improving wireless performance will help.

Tip - it's the distance between your phone or tablet and router or EE TV and router that could cause problems. Not the distance between your phone or tablet and EE TV box.


Check your EE TV isn't in eco mode (deep sleep)

To help save energy your EE TV has an eco mode. When you're not using your box, it goes into a deep sleep - you'll know as the light on the front turns off. To wake it up, press the standby button on your remote control and wait - after a minute or so, your EE TV will come back to life.

Eco mode (deep sleep) might cause problems if you use our EE TV app. You'll need to wake it up before you can use the app as a remote control, watch Live TV or Recordings and Replay content.

To stop your EE TV box going into Eco mode from your EE TV menu, go to TOOLS & HELP, open MULTI SCREEN and check the EE TV app user box.


Close and re-open your EE TV app

Try closing and re-opening your EE TV app. To do this:

Apple devices

  1. Double click on your home button to display recently used apps.
  2. Swipe left or right to find your EE TV app.
  3. Swipe up on the apps preview to close it.
  4. You can now re-open the app to see if this has fixed your problem.

If you're still having problems, try turning your Apple device off then back on again.

Android devices

  1. Open Settings and choose Apps.
  2. Tap the Running tab.
  3. Choose EE TV and tap the Stop or Force Stop button.
  4. You can now re-open the app to see if this has fixed your problem.

If you're still having problems, try turning your Android device off then back on again.
 

Reboot your EE TV

Try unplugging your EE TV from the mains, then plugging it back in.

Wait a minute for your EE TV to start up - you should now be able to watch EE TV on your device.
 

Reboot your router

You can also try rebooting your router.

  1. Switch the router off or unplug the router from the mains power.
  2. Wait 30 seconds then plug your router back in or switch it on at the mains.
  3. After a few minutes the router will restart.

Wait until it's restarted and then try to watch EE TV again.
 

Re-pairing your app with your EE TV

To re-pair your app with your EE TV box, follow these steps:

  1. Open your EE TV app on your Apple or Android device.
  2. Scroll down to the TOOLS & HELP section and tap SETTINGS.
  3. In the EE TV box id field, tap the pair button.
  4. You'll be prompted that the EE T app needs to restart - select RESTART.
  5. The app will look for your EE TV and your EE TV will appear in a list - tap to select.
  6. The app will update programme information from your EE TV and the EE TV menu will open.

If you have problems, check that your tablet or phone is in range of your router. It's also worth checking your EE TV WiFi signal strength.
 

Using a non-EE broadband router or broadband connection

Your EE TV is designed to work when connected to an EE Broadband connection with a Bright Box router. If you're using your own router, try connecting your Bright Box as a test. You'll find more help in our guides below:

Once you've set up your Bright Box router, you'll need to connect your EE TV box to the router:

Next, check the device you're using the EE TV app with is connected to the Bright Box router. You'll find more help in one of the guides below:

You can now try to re-connect your app to your EE TV.

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