topic Re: EEBox does not always connect to EE Router in TV

EEBox does not always connect to EE Router

RichardBD — Fri, 20 Mar 2026 11:31:00 GMT

I have just migrated from BT to EE and got the latest Router and EE TV Box. The box frequently has problems connecting to the router over Cat5e ethernet. I get a who string of different error codes but they all basically go back to "check your wired connection to the router and reboot the router and TV box". I have done this a number of times but have not made any progress. I know that the ethernet connection is OK as the previous BT TV box is working fine in accessing apps such as iPlayer, yet when I swap the cable to the EE Box it fails to connect. Somethimes the EE Box will manage to connect after an hour or so. Is this a problem with the EE Box or the backend EE Service that the EE Box connects to?

Crucially what I can I do to improve the situation. In the meantime I will continue to use the existing BT Box even though it is painfully slow.

Re: EEBox does not always connect to EE Router

Northerner — Fri, 20 Mar 2026 12:48:42 GMT

Hi @RichardBD

Which EE box/router do you have.

Thanks

Re: EEBox does not always connect to EE Router

RichardBD — Fri, 20 Mar 2026 14:11:30 GMT

The router model is : mart Hub SH35A

The EE TV Pro is : RTIW387

Last check for software updates wss today.

Richsrd

Re: EEBox does not always connect to EE Router

Christopher_G — Fri, 20 Mar 2026 14:58:57 GMT

Hi @RichardBD

Welcome to the community.

I'm sure you've already tried this, but could you try a different ethernet port on the router? I know it works on the BT box, but is it possible to try a different cable, just to eliminate that completely as a potential issue?
If all else fails, I recommend speaking with our customer support team, so they can run some tests on our end.

Chris