topic Re: Juddering on streaming channels and live channels through EE TV Box Pro in TV

Juddering on streaming channels and live channels through EE TV Box Pro

How4 — Tue, 08 Jul 2025 13:54:40 GMT

Hi, I have worsening screen judder through my EE TV Box pro & full works broadband. Despite many calls and an engineer visit I still get juddering. It makes no difference hard wired (Cat 7) or Wi-Fi. When I watch the same films/programmes via Wi-Fi on the Samsung Smart TV there is no issue so thinking it's tV box issue but I am on my third in a month.. When I checked the output using the Box Pro wired connection into the router the speed is 92 Mbps. Laptop via Wi-Fi is 250 Mbps & iPhone 450 Mbps.

I am told by EE techs that this is not uncommon yet they have not fixed it yet. Has anyone fixed this issue please?

Re: Juddering on streaming channels and live channels through EE TV Box Pro

DarrenDev — Wed, 09 Jul 2025 06:54:07 GMT

When you say judder, do you mean literally judder - frames dropping during movement on screen? Or do you mean buffering, where the video stops playing for a moment?

If it's judder, then what content is affected? Channels, or apps? When you see judder, are you able to confirm what refresh rate your TV is running at (the TV should have an info overlay to show this)? Have you turned on the option to match frame rate in the TV Box display settings?

Edit: sorry, just noticed you mentioned channels in the title of the post. So are you able to confirm what your display settings output is set to, and what your TV says it's running at?

Re: Juddering on streaming channels and live channels through EE TV Box Pro

How4 — Wed, 09 Jul 2025 08:39:31 GMT

Hi, It 'hesitates' for a fraction of a second every few seconds say, when panning across a wide scene. I was advised this is 'judder'. Unfortunately my Samsung Smart TV does not overlay the refresh rate.The EE TV Pro box currently does not support frame rate matching. It outputs a fixed resolution and frame rate (usually 2160p 50Hz or 60Hz). The engineer tried setting the resolution to 1080p 50Hz – it didn't work. I also have a mini box on a non-smart HD TV which also judders on some channels.

Just to be clear, there is no juddering when the TV is the source, taking it's feed directly via WiFi from the router and missing out the EE bbox.

Thanks

Re: Juddering on streaming channels and live channels through EE TV Box Pro

DarrenDev — Wed, 09 Jul 2025 08:50:16 GMT

Yes, that's judder. It's most frequently caused when the content frame rate doesn't match the display (assuming the issue isn't at source). Broadband speed or wifi strength won't affect this.

All the channels are broadcast at 25 or 50 frames per second - this is the UK standard. If you're seeing the issue when watching live TV then it's likely that the TV isn't switching to 50fps mode.

What model of Samsung TV do you have? Does it have a gaming mode, or any other TV mode that could possibly be interfering with the frame rate? Some TVs have a setting for smoothing, which can actually have the opposite effect.

Re: Juddering on streaming channels and live channels through EE TV Box Pro

How4 — Wed, 09 Jul 2025 09:52:22 GMT

Hi, Thanks for the swift response.

It is a Samsung UE50TU8500U 2021 version. Smoothing via picture clarity settings is Off and it's running in Film Makers Mode.

The problem was initially on streaming channels (only through the EE TV Box Pro), Netflix and Apple TV+ then on iPlayer and on Sunday it made watching the F1 on Channel Four unwatchable. Switching onto the TV as source fixed this, (as it does when watching Netflix etc through the TV only).

Samsung techs advised that there was a history of internet drop-outs. The TV self diagnostics advises that 'there may be freezing of the picture' but neither the TV or Techs have told me what this may be. I'll contact them again. Thanks

Re: Juddering on streaming channels and live channels through EE TV Box Pro

How4 — Wed, 09 Jul 2025 10:49:28 GMT

Hi Samsung say the massage on the screen regarding image freeze is generated as a response to external devices being attached such as the EE TV Box pro.

Re: Juddering on streaming channels and live channels through EE TV Box Pro

How4 — Tue, 15 Jul 2025 12:57:19 GMT

THIS IS NOT SOLVED!

So, since my last post I have had a BT engineer and EE home tech visit (very good service). Unfortunately, although they could see judder when connected by the EE box they could not solve it using the settings on the box and in the TV, including a new HDMI cable to the new box.

I have since sent an emeail to 'EE Tech 2 Team' of the juddering Suid Game on Netflix via the box, and a non-juddering Squid Game via the Smart TV wirlessly streaming through the Hub.

Fingers crossed that this sorts it.

Re: Juddering on streaming channels and live channels through EE TV Box Pro

How4 — Tue, 15 Jul 2025 13:07:55 GMT

Hi, I have started a new stream as the old stream was noted as solved when it is not.

So, since my last post on juddering I have had a BT engineer and EE home tech visit (very good service). Unfortunately, although they could see judder when connected by the EE box they could not solve it using the settings on the box and in the TV, including a new HDMI cable to the new box.

I have since sent two videos via an email as requested to the 'EE Tech 2 Team' of the juddering Suid Game on Netflix via the box, and a non-juddering Squid Game via the Smart TV wirlessly streaming through the Hub.

Fingers crossed that this sorts it. If anyone has any more ideas they would be very welcome.

Thanks

Re: Juddering on streaming channels and live channels through EE TV Box Pro

DarrenDev — Tue, 15 Jul 2025 13:10:03 GMT

It was you who marked it as solved @How4 - you clicked the "Solution" button. I've unmarked it.

Re: Juddering on streaming channels and live channels through EE TV Box Pro

DarrenDev — Tue, 15 Jul 2025 13:12:29 GMT

I'm not convinced we're going to find a solution to this - it sounds like your TV just doesn't play nicely with the TV Box Pro. We'll see if they manage to come up with anything though.

Re: Juddering on streaming channels and live channels through EE TV Box Pro

adamwhite2810 — Mon, 11 Aug 2025 07:31:15 GMT

Yes!! This happens to me. I got my box within the last few months, billed by BT, and notice that quite frequently the frame rate drops for a short amount of time before going back to normal - extremely annoying. I watch motorsport and you really notice it. However, your issue seems more severe so unsure if we're experiencing the same issue.

I'm running the box into an LG C4.

To be honest, I only watch recorded content on the box, everything live I watch on the TV apps as the frame rate is fine (showing it's an issue with the box/EE TV's service), and I know that if I report the issue to EE/BT they will not acknowledge it as a consistent issue on their service and would not resolve it, as you've proved by now being on your 3rd box.

This sort of thing always happens with big organisations - you see it on forums that numerous people experience the same thing, indicating there's something that actually needs resolving, but you report a fault and they just treat it like an isolated issue that can be sorted by turning it off and on again, and failing that, a new box, which doesn't help. It needs investigating properly but that would involve admitting there's a deep rooted issue with their service.

Re: Juddering on streaming channels and live channels through EE TV Box Pro

How4 — Mon, 11 Aug 2025 10:07:12 GMT

Hi,

EE have actually recognised it and seem to be working on it as I get weekly updates from 'level 2 tech' so fingers crossed.

It's worth reporting it.

Re: Juddering on streaming channels and live channels through EE TV Box Pro

adamwhite2810 — Mon, 11 Aug 2025 10:22:00 GMT

Really! Fair play, that's nice to hear.

Re: Juddering on streaming channels and live channels through EE TV Box Pro

cwarrent — Thu, 11 Sep 2025 11:55:14 GMT

Have noticed this juddering myself so started Googling and found this thread.

I’ve gone through many of the thorough tests too. Watching live TV or say Apple TV and the inconstant frame rate is jarring. I don’t record much so I assume that’s not taxing the box too much so purely related to how the box deals with frame rates and the like.

Plugin the Xbox One and Apple TV works super smoothly on the same TV.

Re: Juddering on streaming channels and live channels through EE TV Box Pro

Peter_W — Thu, 11 Sep 2025 14:49:08 GMT

Hi @cwarrent.

Welcome to the EE Community!

Have you had a chance to test this with a different TV, or a different HDMI cable to see if the issues transfers across?

Also what model of TV are you using?

Peter

Re: Juddering on streaming channels and live channels through EE TV Box Pro

How4 — Thu, 11 Sep 2025 15:09:21 GMT

Hi, EE sent out a 10m cable that made matters much worse. I was using a 5m Veetop Cat 6 cable before (which dissapeared my TV box from the network dashboard) and now ordered a Cat 6a Rhinocable. EE called to advise still not sorted but are sending a brand new box anyway - because it's started to turn my Samsung Smart TV on in the night, or refusing to boot up unless unplugged.

I don't need to check another TV as the issue does not appear if I stream through the smart TV and wifi, missing out the TV Box.

An Openreach network issue is a suspect too apparently.

Re: Juddering on streaming channels and live channels through EE TV Box Pro

Peter_W — Thu, 11 Sep 2025 15:15:13 GMT

Thanks for the update here @How4.

The reason I queried about other TVs and cables is to check the earlier theory @DarrenDev gave around issues between the framerate of the box and your TV.

Was the updates around the network issue what you were told by our Level 2 team, too?

Peter

Re: Juddering on streaming channels and live channels through EE TV Box Pro

How4 — Fri, 12 Sep 2025 09:06:25 GMT

Yes, it's one of the things they are looking at.

Re: Juddering on streaming channels and live channels through EE TV Box Pro

cwarrent — Fri, 12 Sep 2025 09:14:51 GMT

I'm using a Phillips 4K TV (not sure of the model number at the moment). I'm using the supplied HDMI cable from the EE box to the TV.

I've turned off motion smoothing and those kid of things that could cause inconsistencies.

I have loads of high quality HDMI cables spare but the only other TV I have is a wall mounted as a smart TV independent to stream via its OS and no way of hooking up any cables. I'll see if I can test some other cables if you think it's commonly an issue replacing the supplied EE HDMI cables.

Re: Juddering on streaming channels and live channels through EE TV Box Pro

Mollyb11 — Mon, 13 Oct 2025 10:40:36 GMT

Hi,

I have had this exact same problem since I changed over to, firstly BT tv them subsequently EE, over 2 years ago. I have a Sony Bravia Oled tv.

When I put the tv on everything is ok at first, then maybe after a couple of hours (the time can vary) I start to get a "judder" on the picture, the best way to maybe see it in it's worst is when the names of the actors etc comes up at the end of a program, it's constantly juddering, the only way I can stop it is to pause live viewing, even only for 2 or 3 seconds, them press play again and all is fine, maybe for another few hours.

I have had the technician out twice, we have tried swapping out everything, the tv box, cables, the settings on the tv and the box, nothing works except the pausing of live tv, it also doesn't matter what I am watching, normal tv programs, sport or films, it's just the same.