Pairing issues on the EE TV App

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If you’re having issues pairing your device to your TV box, try the steps below to help you fix the problem.

Before you start, are you using a first generation YouView box? Some of these no longer work with our TV apps 




1. TV box and TV


  • Make sure your TV and TV box are turned on before trying to pair your device to your box


2. Wi-fi network


  • To pair your device to your TV box, make sure your device and your box are on the same wi-fi network
  • If you’re using VPN on your device, disable it as this can impact the pairing process


3. Restart your app


  • If your device and TV box are both on the same network and you’re still experiencing issues, try fully closing down the app
  • Now re-try the pairing process


4. Restart your TV box


  • If you’re still experiencing pairing issues, try switching your TV box off and on again by pressing the power button on your remote
  • If this doesn’t work, switch the TV box off fully by pressing the switch at the back of the box
  • Wait a few seconds, then switch it back on again


5. Reset your Hub


  • If you’ve tried all of the above and you're still having issues, try resetting your BT Hub by clicking on the reset button
  • Alternatively, switch the power off fully
  • Wait a few seconds and switch it back on again


6. Middleware update

Your TV box may be running an old middleware version. This typically automatically updates between 2am and 9am overnight. However you may be able to pick up the update prior to the automatic one by following these steps:

  • Click on the blue 'Youview' button on your remote
  • Click on Settings
  • Scroll down and click on Software information
  • Click on Software update

If no software update is available, you’re already on the latest version.


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