topic Re: New EE TV Pro Box affects broadband speed in TV

New EE TV Pro Box affects broadband speed

IanH9 — Thu, 12 Sep 2024 07:31:47 GMT

So, new box setup yesterday, 301 channels found.

However, when the box is switched on the broadband speeds plummet and makes internet access from other devices very slow and unreliable. So, I unplugged thr box and re-installed my old BT TV box. Problem goes away.

Is the box supposed to be downloading lots of data after a fresh install (and why) or is it a genuine fault ?

TIA.

Re: New EE TV Pro Box affects broadband speed

DarrenDev — Thu, 12 Sep 2024 09:09:00 GMT

When you say plummet, what speeds are you seeing? How are you measuring the speed?

I can see that your TV Box Pro is wired (so not causing wifi interference), in aerial mode (so not streaming channels over the internet), and up to date (so not downloading software updates), so there shouldn't be any reason for it to slow your network traffic down.

Re: New EE TV Pro Box affects broadband speed

IanH9 — Thu, 12 Sep 2024 09:20:00 GMT

Thanks for responding to my post.

I haven't measured the speed, but I'm assuming it's a broadband speed problem as internet access is severely disturbed when the EE TV Pro box is on and isn't a problem when it's off.

Re: New EE TV Pro Box affects broadband speed

DarrenDev — Thu, 12 Sep 2024 09:29:47 GMT

Would you be able to provide more information on how everything is connected please?

The TV Box shows that it's wired - is it with a cable directly from the TV Box Pro to the EE Smart Hub? Or is there anything in between? e.g. powerline adapters? home wiring? network switch?

For the devices that are impacted, how are they connected? Wifi? Wired? Are all devices affected?

Re: New EE TV Pro Box affects broadband speed

Midnight_Voice — Thu, 12 Sep 2024 10:26:16 GMT

@DarrenDev

Probably showing my blissful ignorance, but could this be a multicast misconfiguration thing, spraying packets all over @IanH9‘s intranet, somehow provoked by the Box Pro being on?

Can you see if it’s a kosher BT router in use, and so on?

Or if the Box Pro has gone rogue all on its own, maybe try a Factory Reset of it?

Re: New EE TV Pro Box affects broadband speed

DarrenDev — Thu, 12 Sep 2024 10:48:00 GMT

That's why I asked about additional equipment @Midnight_Voice - in case a non multicast-aware device was flooding the LAN with multicast packets. A Smart Hub 2 is being used as the main router.

Re: New EE TV Pro Box affects broadband speed

IanH9 — Thu, 12 Sep 2024 12:47:18 GMT

The EE TV Pro box is directly connected to the BT Hub, nothing in-between.

The devices which are affected are two smart-phones (Apple and Android). They are connected via WiFi to the BT Hub.

They work perfectly when the EE TV Pro box is switched off.

Re: New EE TV Pro Box affects broadband speed

IanH9 — Thu, 12 Sep 2024 12:49:04 GMT

Its a "kosher" BT Hub (router).

Re: New EE TV Pro Box affects broadband speed

DarrenDev — Thu, 12 Sep 2024 12:57:07 GMT

Would you be OK if I ran a test? i.e. we agree a time where you connect the TV Box Pro up again, and I'll log onto your Smart Hub and see what it tells me? If so, please email me at tv.apps@ee.co.uk so that we can set it up.

Re: New EE TV Pro Box affects broadband speed

IanH9 — Wed, 02 Oct 2024 15:32:58 GMT

Hello,

Are we able to run some more tests please as I do not believe my issue is resolved. TIA.

Re: New EE TV Pro Box affects broadband speed

DarrenDev — Fri, 04 Oct 2024 14:18:12 GMT

@IanH9 it has been raised as a fault for further investigation - someone will be in touch.

Re: New EE TV Pro Box affects broadband speed

wgwright — Sat, 05 Oct 2024 17:46:41 GMT

@DarrenDev I’m also having similar issues. I have FTTP 900 and I was previously getting download speeds of between 850 and 900 measured using the Speedtest App. However with my EE TV pro box in use I’m struggling to get anywhere near this with a maximum of around 375Mbps. Grateful for any help.

Re: New EE TV Pro Box affects broadband speed

GraemeCor — Mon, 07 Oct 2024 13:15:29 GMT

Hello,

I am visiting this page as i have the same problem as @IanH9 .

Only yesterday did we install a new EE Router, EE TV box, and 2 mini tv boxes. Whereas before, a speed test with fast.com would record 260mbps on a mobile device. We are now recording anywhere between 1mbps and 60mbps it fluctuates a lot and this only happens when we are watching tele on one of the new tv boxes. When we turn them off we're back up to 260mbps.

All boxes are connected through ethernet.

Speed test done on Playstation which is wired still records 900mbps so no issues with wired speeds. Only when tv boxes are on does wifi speed on mobile devices plummet.

Re: New EE TV Pro Box affects broadband speed

DarrenDev — Mon, 07 Oct 2024 13:23:06 GMT

Thanks for raising this @wgwright @GraemeCor - I've added your notes to the investigation

Re: New EE TV Pro Box affects broadband speed

GraemeCor — Mon, 07 Oct 2024 13:23:38 GMT

Did you get any more help on this?

Re: New EE TV Pro Box affects broadband speed

David-TVTech — Tue, 08 Oct 2024 16:01:20 GMT

Hi @IanH9 , Darren Dev kindly forwarded details of the case to us on the TV Technical Investigations team to take a look and I'd just like to check a couple of things to confirm details.

Looks like your TV Box Pro is (was) connected to Port 3 of your Smart Hub 2, which is reporting a connection speed of 100MB/s - ping time still looks in threshold at around 1ms with the DTRT2100 but can I check if you are using the supplied Ethernet cable and/or any extender between the TV Box and the Hub?

It would be useful if we could arrange a time to have the TV Box Pro reconnected to get some traces done to establish whether there's any network or DNS issue contributing. I'll drop you a PM to see if we can get that set up.

Thanks

David

Re: New EE TV Pro Box affects broadband speed

David-TVTech — Tue, 08 Oct 2024 16:05:55 GMT

Hi @GraemeCor we're working on this currently, though I can see you've a different set up the original post. Can see you have the 1 GB service but am not seeing a EE/BT Router as the gateway for your TV boxes, are you using a 3rd party router to connect to the ONT?

Re: New EE TV Pro Box affects broadband speed

David-TVTech — Tue, 08 Oct 2024 16:37:26 GMT

Hi @wgwright added you to the list of interested parties. I can see you have the 1000/115 Mbps FTTP and a EE SH3B Router and the line has shown all tests passed with no network fault found. Looks like you have the Extra box option with the Mini Box, do you know if the issue also occurs when that box is the only one is use?

Re: New EE TV Pro Box affects broadband speed

IanH9 — Tue, 08 Oct 2024 17:01:45 GMT

Hi David,

I am using the supplied cable and it directly connects the hub to the TV box, no extenders.

Happy to assist in further trouble-shooting.

Regards,

Ian

Re: New EE TV Pro Box affects broadband speed

Peter_W — Thu, 10 Oct 2024 11:05:17 GMT

Thanks @IanH9.

Have you tried testing this with just the one box like @David-TVTech recommended?
Peter