EE TV error codes

How are you connecting?

Using WiFi - Ensure you have the right cables plugged in ( here). If you have an Aerial plugged in and want to use WiFi, you need to remove this. 

Using an aerial - Ensure your Aerial is plugged into your TV box and into the wall, and that there is no damage to either connection end. 

Using an Ethernet cable - Make sure your Ethernet cable is plugged into the back of your Hub and your TV. 

You'll need to connect your TV box to your TV using an HDMI cable. Your TV will need to be HD-ready also.

This covers these error codes:

• IPC6001
• IPC6003
• IPC6004
• IPC6005
• IPC6006
• IPC6008
• IPC6010
• IPC6013
• IPC6014
• IPC6015
• IPC6018
• IPC6019
• IPC6020
• IPC6021
• IPC6022
• IPC6024
• IPC6025
• IPC6026
• IPC6027
• IPC6029
• IPC6038
• IPC6039
• IPC6040
• IPC6041
• IPC6042

Follow these steps to try to fix these errors:

1. Try to access the EE TV Player, press the Home (or YouView) button, then scroll to and select EE TV Player.
2. If you still see the error message, then try restarting your equipment by following these steps:
   • First, restart your Hub
   • Wait for the broadband light on your Hub to go blue
   • Restart your TV box, using the power switch on the back
   • Now, check if you still receive the error.
3. Check that your software version is up to date. To do this
   press the Home (or YouView) button
   go to Settings > Software Information > Update Software
   and select OK.
4. Check your On Demand players are up to date by pressing the Home (or YouView) button, then going to Settings > Software Information > Update players & apps and select OK.
5. If you're still having an issue, contact the TV Helpdesk.

There's a problem with your broadband that's affecting TV channels. Follow these steps to fix this error.

Connection between your hub and TV box 

For your TV box to work, it needs to be connected to your hub. See our EE TV set-up guide.  

If possible, connect using an Ethernet cable. 

If you've set up a connection between your hub and TV box:

Restart your broadband hub 

1. Press the Power button on the back of your hub until all the lights go off.
2. Wait for 5 minutes.
3. Press the Power button again until all the lights come back on.
4. It may take a few minutes for the lights to settle.
5. The hub light will turn blue.

Once the hub has restarted, retest the affected channels. If you're still getting the error:

 If you're a Full Fibre customer, restart your Openreach modem (ONT)

1. Unplug the power cable from the modem's socket. If you have a Battery Back Up, don't switch it off at the mains as the modem won't be switched off.
2. After about 15 seconds, plug it back in.
3. Wait for the power light to come on.
4. When the Tel and PON/Optical lights stop flashing and turn solid green, everything's back to normal.
5. Check the light on your hub is still blue. If it isn't, see our Broadband connection guide. 

If you continue to see the error code, try the following broadband checks:

Connected by Ethernet cable

First, unplug the Ethernet cable from the back of your TV box, wait 10 seconds, then plug it back in. Now retry the service to see if you still get the error.

If you still get the error, restart your TV box by flicking the switch on the back. Retry to see if this has fixed the problem.

Finally, try a different cable, or connect to your Hub via WiFi.

WiFi connection

If you're using WiFi to connect your TV box, try the following for the best connection:

• If possible, place your TV box within 5 metres of your hub.
• Restart your hub and TV box so they can reconnect.
• Make sure there's only one wall or ceiling between your hub and TV Box.
• If you can't place the TV box and your hub within 5 meters of each other, and you have a WiFi disc, move the TV box within 5 meters of the disc and try connecting to it.
• If you do not have WiFi discs, extend your home WiFi signal with a WiFi Extender.

Connected using a WiFi Extender

If you're using a WiFi Extender:

1. Check the WiFi speed coming from the Extender. Your broadband speed may not be fast enough to receive these channels.
2. If the speed is low, try moving the disc closer to your Hub.
3. Reboot your WiFi Extender to re-establish the connection to your Hub.

For further help setting up and finding the best position for your WiFi Discs, see our Setting up an EE WiFi Extender guide.

Restart your TV box 

1. Unplug your TV box power cable from the wall.
2. Wait 30 seconds and plug it back into the wall.
3. Switch the TV box back on.
4. Now check if you still receive the same error. 

Reset your TV box

If you continue to have problems and your broadband connection is working, try resetting your TV box.

 Still having an issue? 

Contact the TV Helpdesk. 

We've encountered an issue accessing your subscription for the channel you're trying to watch. This could be a temporary issue, or the channel may no longer be included in your package.

If you believe the channel is part of your package:

1. Select Resolve on the error message on your TV box.
2. Re-test the affected channel.

If you still see the same error message, then try restarting your equipment by following these steps:

1. Turn everything off. 
2. Restart your Hub.
3. Wait for the broadband light on your Hub to go blue.
4. Restart your TV box, using the power switch on the back.
5. Check if you still receive the error.

Next, check your software version is up to date.

1. Press the Home (or YouView) button.
2. Go to Settings.
3. Software Information.
4. Update Software.
5. Select OK.

Finally, check your On Demand players are up to date:

1. Press the Home (or YouView) button.
2. Go to Settings.
3. Software Information.
4. Update players & apps.
5. Press OK.

If you're still having an issue, contact the TV Helpdesk.

Please follow these steps:

1. Restart your TV, then when it turns back on, restart your EE TV box.
2. Remove and then reinsert your HDMI cable at both ends, at your box and TV, or at your AV Amplifier if you are using one.
3. If you have a SMART TV, please make sure that the TV software is up to date.
4. If you’re connecting via an HDMI switch or AV amplifier, make sure the software is up to date. If it still fails, try connecting directly to the TV.
5. If you still have the same problem, try a different HDMI cable and an alternative HDMI input on your TV.

These errors mean that the box is having connection problems, we'll go through some steps to check the connection and get it working properly.

Review this how to set up your TV box guide. 

If you're still having an issue, please contact the TV Helpdesk.

If you receive this error, ensure your TV box is connected to the internet. If you can play catch-up TV, then your box is connected. Now, generate a new connection code on your box by pressing 'Connect Device' again. If you still get the same error message, please try again in a couple of hours.

"Sorry, you can’t record on this device"

This error message appears if your TV box lacks recording capabilities. If you want to record, you'll need to get a box with a built-in recorder.

To upgrade your box, call us on 0800 800 150.

IPC6009, IPC6012

If the content isn’t available after five minutes, follow these steps to try and fix the errors:

1. Try to access the EE TV Player. Press the Home (or YouView) button, then scroll to and select EE TV Player.
2. If you still see the error message, then try restarting your equipment by following these steps:
   • First, restart your Hub
   • Wait for the broadband light on your Hub to go blue
   • Restart your TV box, using the power switch on the back
   • Now, check if you still receive the error.
3. Check that your software version is up to date. To do this
   press the Home (or YouView) button
   go to Settings > Software Information > Update Software 
   select OK.
4. Check that your On Demand players are up to date by pressing the Home (or YouView) button, then going to Settings > Software Information > Update players & apps, and selecting OK.
5. If you're still having an issue, contact the TV Helpdesk.

Follow these steps to try to fix these IPC errors:

1. Try playing a recording; if that fails, try another.
2. If you still see the error message, then try restarting the equipment following these steps:
   • Turn everything off, then
   • Restart your Hub
   • Wait for the broadband light on your Hub to go blue
   • Restart your TV box, using the power switch on the back
   • Now, check if you still receive the error.
3. Check that your software version is up to date. To do this
   press the Home (or YouView) button
   go to Settings > Software Information > Update Software 
   select OK.
4. Check that your On Demand players are up to date by pressing the Home (or YouView) button, then going to Settings > Software Information > Update players & apps, and selecting OK.
5. If you're still having an issue, contact the TV Helpdesk.

Follow these steps to try to fix this IPC error:

1. Try restarting the equipment following these steps:
   • turn everything off, then 
   • restart your Hub
   • wait for the broadband light on your Hub to go blue
   • restart your TV box, using the power switch on the back
   • check if you still receive the error.
2. Enter the EE TV Player. Press the Home (or YouView) button, then scroll to and select EE TV Player.
3. In the EE TV Player menu, scroll across to the 'Settings' icon.
4. Scroll down to ‘Reset EE TV Data’ and press OK.
5. The EE TV Player will automatically close.
6. Reopen the EE TV Player (same as step 2).
7. Now go back to the channel where you got this error.
8. Hopefully this should have fixed the problem, but if you're still having an issue, contact the TV Helpdesk.

How are you connecting?

Using WiFi - Ensure you have the right cables plugged in ( here). If you have an Aerial plugged in and want to use WiFi, you need to remove this. 

Using an aerial - Ensure your Aerial is plugged into your TV box and into the wall, and that there is no damage to either end of the connection. 

Using an Ethernet cable - Make sure your Ethernet cable is plugged into the back of your Hub and your TV. 

Follow these steps to try to fix this error:

1. Try to access the EE TV Player. Press the Home (or YouView) button, then scroll to and select EE TV Player.
2. If you still see the error message, then try restarting your equipment by following these steps:
   • turn everything off, then
   • restart your Hub
   • wait for the broadband light on your Hub to go blue
   • restart your TV box by switching off the power at the mains. Wait a few seconds, then switch back on
   • check if you still receive the error.
3. Check that your software version is up to date. To do this,
   press the Home (or YouView) button
   go to Settings > Software Information > Update Software
   select OK.
4. Check that your On Demand players are up to date by pressing the Home (or YouView) button, then going to Settings > Software Information > Update players & apps, and selecting OK.
5. If you're still having an issue, call the TV Helpdesk.

To fix this error, please review this page: PIN help on EE TV

To fix this, please contact the TV Helpdesk.

You'll get this error code when there's a problem with playing a title.

To try and fix it:

1. Reboot your TV box by flicking the switch at the back.
2. Check our service status page to see if there's an outage.
3. If there's no outage, then please contact the TV Helpdesk.

BTP-301

You'll get this error code when there's a problem with purchasing a title. To try and fix it:

1. Reboot your TV box by flicking the switch at the back.
2. Check our service status page to see if there's an outage.
3. If there's no outage, then please contact the TV Helpdesk.

You'll see this error when too many TV boxes are connected to the TV account. You can only use one box at a time to receive full service (On Demand and Extra Channels).

If you have two TV boxes, you can order an Extra Box subscription to connect both boxes. However, you can't have this if you have Sky Cinema or Sky Sports.

Ask about an extra TV Box.

Follow these steps to try to fix these EE TV errors:

1. Update the software by pressing the Home (or YouView) button,
   Settings > Software Information > Update Software
   select OK.
2. Update the players by pressing the Home (or YouView) button
   Settings > Software Information > Update players & apps
   and select OK.
3. Now retest.

Follow these steps to try to fix these EE TV errors:

1. Restart your Hub and wait for the broadband light to go blue.
2. Reboot your TV box by flicking the switch at the back.
3. Retry the service.
4. If you're still having an issue, please contact the TV Helpdesk.

Follow these steps to try to fix these EE TV errors:

1. Press the Home (or YouView) button, then scroll to and select EE TV Player.
2. In the EE TV Player menu, scroll across to the 'Settings' icon. This looks like a spanner.
3. Scroll down to ‘Reset EE TV Data’ and press OK.
4. Now retest.
5. Restart your Hub and wait for the broadband light to go blue.
6. Reboot your TV box by flicking the switch at the back.
7. Retry the service.
8. If you're still having an issue, please contact the TV Helpdesk.

Follow these steps to try to fix this EE TV error:

1. Press the Home (or YouView) button, then scroll to and select BT Player.
2. In the BT Player menu, scroll across to the 'Settings' icon. This looks like a spanner.
3. Scroll down to ‘Reset EE TV Data’ and press OK.
4. Retry the service.
5. Test other content.
6. If you're still having an issue, please contact the TV Helpdesk.

To fix these errors:

1. Check your broadband connection.
   Press the Home (or YouView) button
   Settings > Signal & Connection > Broadband Connection
   It should show “Connected” next to 'Status'
2. Restart your Hub and wait for the broadband light to go blue.
3. Reboot your TV box by flicking the switch on the back, then try again.
4. If you're still having an issue, contact the TV Helpdesk.

To fix this error:

1. Check the aerial connection.
2. Rescan: follow the steps for the current missing channels.
3. If you're still having an issue, contact the TV Helpdesk.

To fix this error, you'll need to reset the device using either the buttons on the box or the onscreen menus.

Performing the reset using the buttons on the box should allow you to keep your recordings, any scheduled recordings, and personal settings you've made to favourites and playlists.

If you're still having problems or can still access the menu, you can reset your EE TV box from the menu. But be aware that this type of reset deletes all recordings, including any scheduled ones. You'll also lose any personal settings you've made to favourites and playlists.

Here's how to reset your EE TV box.

A network issue has most likely caused this.

Try it again, or check your 'Network Settings', and the download should resume automatically.

You’ll see this error when you try to set your marketing message preferences, either during first-time setup or on the settings page. It means that your TV box isn’t connected.

To fix it:

1. Check the connection between your Hub and TV box. If you use Powerline adapters, restart both adapters and check they're in sync.
2. Check your box is connected to your network.
   Press the Home (or YouView) button
   Settings > Signal & Connection > Broadband Connection. It should show “Connected” next to 'Status'
3. If the 'Wired Connection' is set to 'AUTO' and the 'Network Connection Status' is showing 'DISCONNECTED', try reconnecting by selecting 'Wired Connection' from the menu, selecting 'NEXT', and pressing 'OK'. If it connects, retry the service.

If you continue to see the error, follow these steps to perform a factory reset on your TV box. 

Still having an issue?

Contact the TV Helpdesk.