topic Re: TV box pro loosing connection to router after going into standby. in TV

TV box pro loosing connection to router after going into standby.

Andy4545 — Tue, 11 Nov 2025 20:58:43 GMT

Hi We have a new pro box that looses the internet connection after going into standby. After using the remote control to bring the pro box back on it complains that there is no internet connection. The pro box is connected via the supplied Ethernet cable. No apps or tv channels are listed. We’ve reset the router and the pro box but the only way to establish the internet connection is to remove/ reconnect the the Ethernet cable at either the hub or pro box.

Re: TV box pro loosing connection to router after going into standby.

DarrenDev — Wed, 12 Nov 2025 08:01:18 GMT

When this happens, can you please check the Broadband settings screen in the TV Box settings - what does it show the network status as?

Re: TV box pro loosing connection to router after going into standby.

Timbo45 — Wed, 12 Nov 2025 13:39:17 GMT

@Andy4545

I've seen the odd report of this type of thing before and a solution was to use a 5 port switch/hub & that managed to maintain a connection.

Re: TV box pro loosing connection to router after going into standby.

Andy4545 — Wed, 12 Nov 2025 20:28:23 GMT

If I go into Broadband to review the settings all I see is a message “Your box is not connected to the internet” If I follow the help connecting option the pro box tries to reset the connection to the router 2 or 3 times but fails. Pulling / reconnecting the Ethernet cable from either the router or pro box enables the pro box to connect.
We have just moved from a BT tv box and never had any issues like this. Please replace this pro box with a working unit.

Re: TV box pro loosing connection to router after going into standby.

Steve3251 — Thu, 13 Nov 2025 10:25:46 GMT

Hello , I also have this exact same problem , this is tiresome having to repeatedly disconnect the ethernet each day .

thank you .

Re: TV box pro loosing connection to router after going into standby.

DarrenDev — Thu, 13 Nov 2025 11:48:02 GMT

I've had a chat with the team, and there is a known issue that can cause some devices to fail to re-establish a network connection immediately, however the expectation is that it should recover itself after 30 seconds. This is only when using an EE Smart Hub Pro or Smart Hub Plus. A fix is ready, but unfortunately it cannot be deployed to devices yet - current expectation is that it'll be April 2026 before everyone will receive it.

For now, the recommendations are either:

1. change the power save mode on the TV Box to always on, so that it never goes into deep sleep. It can go into Standby, but deep sleep causes it to drop the network, which then causes the issue when it turns on again.

2. Wait 30 seconds after turning the box on, to let it recover. I know this is a long time to wait, and understand what an inconvenience this is.

Sorry that I couldn't bring better news.

Re: TV box pro loosing connection to router after going into standby.

Andy4545 — Fri, 14 Nov 2025 10:06:49 GMT

Hi Darren,

Our EE ProBox is connecting to a BT Smarthub not an EE supplied router. I’ve tried leaving it 30 seconds - 3 minutes - 10 minutes but it never recovers the connection to the hub. I don’t really regard changing the power save mode as a fix. At best this could be a temporary workaround while waiting for EE to supply a working ProBox. As you note in your reply “ some devices to fail to re-establish a network connection immediately “ which indicates that most devices do. I would like one of the devices that work as expected rather than having to wait 5 months for any potential fix. Please advise how EE can replace this faulty ProBox.

Re: TV box pro loosing connection to router after going into standby.

Steve3251 — Fri, 14 Nov 2025 10:20:13 GMT

turning off deep sleep has worked for me,going into standby is fine for me

Re: TV box pro loosing connection to router after going into standby.

DarrenDev — Fri, 14 Nov 2025 12:57:39 GMT

There aren't any known issues with your hub @Andy4545 - your issue is something different. It's not something that any of us on the team have heard of before.

Is your TV Box connected directly to your BT Smart Hub 2? Your hub is currently showing nothing connected to any of the Ethernet ports, but that may be because your TV Box is powered off?

The first recommendation would be to factory reset the TV Box and BT Smart Hub 2 - it's more likely to be a software or configuration issue than a hardware one. If that doesn't sort it then a call to the helpdesk will be required - I'm not sure if they'd prefer to replace the TV Box or the Smart Hub first?

Re: TV box pro loosing connection to router after going into standby.

Petelerp — Fri, 09 Jan 2026 09:47:17 GMT

Since moving from Sky to EE TV I have had dreadful issues with the TV service and Brodband.

Initially I had great support as the team worked through their solution manuals even sending out an engineer and exchanging units multiple times. Below was an average week

Below is a timeline of the past 9 days 30.08.25 – 07.09.25

30.08.25 Disconnected 4 times

31.08.25 Disconnected 1 time. (We were out all day)

01.09.25 Disconnected 4 times

02.09.25 Not recorded

03.09.25 Disconnected 4 times

04.09.25 Disconnected 3 times

05.09.25 Disconnected 9 times including twice for our main TV

06.09.25 Disconnected 3 times (We were out all day)

07.08.25 Disconnected 3 times

I contacted the support team twice on 7th and 15th September outlining the above but never got a response.

I realised I was on my own so started to painstakingly go through the issues.

1 The EE router was not fit for purpose and even with extender units did not cover my house which is an average 3 bedroom semi but with brick internal walls.

2 I invested in a Deco Mesh unit and bingo instant fast and great coverage throughout the whole house.

3 The continual interruptions stopped and I thought the problem was solved. Unfortunately every couple of days the EE TV stream disconnected. But...the apps still worked and broadband was working.

4 I have now connected the TV box via ethernet cable but the TV Box disconnects every 2 days. It will not reset after 30 sec, 10 mins 30 mins or even unplugging it. The router has to be reset which is a pain. I have changed the power save modes to always on etc.

I notice other customers suffering the same and an upgrade fix is due in April indicating a problem with the live stream for EE. My question to EE is , 'Is this the problem or another false hope'.

EE you have until November to fix this otherwise I will be returning to Sky.

You are more than welcome to phone me so I can share my 'part' solutions with you .

Thank you

Re: TV box pro loosing connection to router after going into standby.

DarrenDev — Sun, 11 Jan 2026 08:23:25 GMT

I'm not aware of any known issues with the TV Box that cause the issues you describe. There are some known issues specifically with the EE Hubs when connected to by an EE TV Box, however the fix for those is coming to the hub - not the TV Box.

You mentioned you're now using a Deco Mesh - is this connected to the EE Hub? Or directly to the broadband, and the EE Hub is no longer being used?

Re: TV box pro loosing connection to router after going into standby.

Petelerp — Sun, 11 Jan 2026 08:57:24 GMT

Hello Daren, thank you for taking the time to respond. The issues I have been encountering are well documented at EE and are documented by me with video clips and photos of the disconnect message on the screen. It has nothing todo with the broadband because that is still functioning when the EE TV box disconnects. However I can switch to Netflix or Prime and it functions. I have also had multiple exchanges of the TV box. I can only assume it is the way EE is streamed.

The TV Box is now connected directly to the Deco router via ethernet I do not use the BT/EE Hub and the extender units because they could not cover the entire house. The Deco mesh unit is brilliant and has solved 95% of the issues particularly with broadband coverage because they are proper 'mesh' units not extenders. I now only get EE TV drop outs every couple of days which is better than before when it was occurring multiple times a day. (Unfortualtly I am out of pocket by several hundred pounds )

I cannot stress enough how the system has improved by replacing your EE router.

It is clear that the issue is beyond the technical abilities of EE because the support just dropped off when I sent evidence of the disconnects which is more upsetting than the actual problem. I have emailed EE again at 'home-complaints@ee.co.uk'.

Hopefully they will respond.

You state 'There are some known issues specifically with the EE Hubs when connected to by an EE TV Box' which in itself is unacceptable and in all probability is connected to the nightmare issues I am suffering.

However it's not your fault and I appreciate you responding to my post.

Regards Pete

Re: TV box pro loosing connection to router after going into standby.

DarrenDev — Sun, 11 Jan 2026 09:19:08 GMT

Just on the EE Hub comments - there are many millions of BT/EE Hubs out there, so the development and test process is very strictly controlled. Fixes are available for all the major known issues between the EE Hub and EE TV Box, however it will be a while before everyone can get the upgrade. What we can do is apply hotfixes to hubs of affected customers, and many of the known issues have hotfixes available which get automatically applied to affected hubs every day/night/reboot. The specific issue at the start of this thread (about coming out of standby) unfortunately doesn't have a patch, so the major update coming in the next few weeks is the only reliable option without swapping to different devices. Also, the EE Smart Hub "extenders" are genuine mesh too, operating to latest industry specifications.

Having said all that, your issue now is completely different to that. You're seeing IPC6023. If you were seeing this 4 minutes 30 seconds after starting a channel, then this would be one of the known issues for which there IS an EE Hub hotfix available.

As you're seeing this issue after a longer period of time, you're not hitting any configuration or service issues - the box is genuinely losing the video stream. Unfortunately IPC6023 just means "I'm not receiving multicast packets", which has an incredibly large number of potential causes. EE TV is the only service to use multicast, so it's expected that losing the EE TV channels is the only thing that seems to go wrong - the rest of the internet will continue to work fine.

You say that rebooting the TV Box doesn't fix it, and that only a Deco reboot does - this suggests that the issue is possibly with the IGMPProxy on the Deco. One of the hotfixes we have for the EE Hub is to silently restart the IGMPProxy every night, until the proper patch can be applied (with no visible impact to the customer). I don't believe there'd be any way to apply a patch to the Deco, but you could schedule it to reboot itself every night when no-one is using it. I recommend giving this a go, to see if it solves your issues.

Re: TV box pro loosing connection to router after going into standby.

Petelerp — Sun, 11 Jan 2026 11:22:19 GMT

Hi Darren

Thank you for your response and comprehnsive explanation.

Regarding the EE Hub hot fix, I just wish somebody had explained that to me before I purchased the Deco. That said the EE Hub was not covering the house with a wi-fi signal so I didn't rely have a choice.

Your solution regarding a scheduled re-boot each evening is something I will look into. Thank you that. Regarding IGMPProxy I have that enabled.

Once again thank you for taking the time to look into this for me and offering another solution. It is very much appreciated.

Pete