topic Re: TV Box freezing in TV

TV Box freezing

Pomvek — Mon, 16 Mar 2026 08:06:19 GMT

Hi, we upgraded to full fire last week and since then live TV keeps freezing about every 4 mins with a broadband issue message. If I change channels it works again but again freezes after minus. Watching BBC Player etc is fine. Only affects live TV. Everything was fine prior to the upgrade to FTTP.

I have rebooted router and reset TV box with no success in resolving problem.

Spoke to EE who are sending a new Box. However, from my research on here, it may be a problem with the router software that needs a patch.

Please can anyone help in resolving this issue.

Thanks

Re: TV Box freezing

DarrenDev — Mon, 16 Mar 2026 09:05:39 GMT

You are correct @Pomvek - this isn't an issue with your TV Box, and a replacement shouldn't have been sent.

Your video is stopping after exactly 4 minutes 20 seconds, which means it's suffering from one of a few known issues. I've asked a colleague to take a look - I'll update here when I know more.

Re: TV Box freezing

Pomvek — Mon, 16 Mar 2026 09:10:00 GMT

Thank you for your prompt response.

Re: TV Box freezing

DarrenDev — Mon, 16 Mar 2026 13:57:42 GMT

Quick update: we've applied a patch to your hub and are testing the results now. You're welcome to test for yourself too, if you're at home.

We were unable to cancel the new box from being sent (it was dispatched earlier today). Please just send it straight back when it arrives - it won't change anything.

Re: TV Box freezing

DarrenDev — Mon, 16 Mar 2026 15:43:57 GMT

Update: our testing confirms that TV should now work for you, HOWEVER the patch is only temporary - if you reboot or turn off your hub then it will be lost. Please leave it turned on for now.

We're working on an auto-deploy patch for all affected devices, until the permanent update is ready.

Re: TV Box freezing

Pomvek — Mon, 16 Mar 2026 16:33:58 GMT

Understood. Thank you again for your help.

Re: TV Box freezing

Bunker124 — Sat, 28 Mar 2026 02:01:23 GMT

Hi, sorry to jump in on someone else's post but I am having the exact same issue after getting full fibre installed on 26th of march.

I have just subscribed to the full EE tv package after leaving sky. Live tv freezing after 4 mins 20 secs, if I go up a channel then return it works for another 4 mins 20 secs and so on.

I would be obliged if someone could look into this issue please.

Thanks.

Re: TV Box freezing

DarrenDev — Sat, 28 Mar 2026 09:18:45 GMT

I can confirm you have the same issue @Bunker124 . Your hub should auto-patch itself with the fix, but it doesn't appear to have happened yet. I've manually patched your hub for now - please do not restart it, as it will lose the patch. Your hub should start auto-patching itself after reboot within the next few days.

Your TV service should now work correctly.

Re: TV Box freezing

Bunker124 — Sat, 28 Mar 2026 12:04:33 GMT

Thanks for the quick reply. The issue seems to be rectified now.

Thanks

Re: TV Box freezing

Jimb0b — Mon, 06 Apr 2026 22:23:48 GMT

Another one with the same problem. Freezing on live tv every few minutes but apps seem fine. Recently upgraded to full fibre but issue has become noticeably worse in the last week. Rebooted hub and tv box but no improvement.

Re: TV Box freezing

DarrenDev — Tue, 07 Apr 2026 08:24:08 GMT

Yours isn't the same issue @Jimb0b -the issue above causes freezes exactly 4 minutes 20 seconds after starting, and is caused by a known bug.

I can see that you're having problems with data loss, causing picture breakup and occasional freezing. It seems to be especially bad in the evenings, despite the wifi signal to your TV Box being extremely good. The only suggestion I can make is that you call and report it as a fault, as I think it's going to need much more detailed analysis of line conditions. If you have the option to connect your TV Box with an ethernet cable I would suggest doing that for 48 hours first to eliminate local interference as a possible cause.

Re: TV Box freezing

Jimb0b — Tue, 07 Apr 2026 08:34:53 GMT

Thanks for the response. I was going to call them anyway.

Re: TV Box freezing

borobob — Fri, 10 Apr 2026 08:45:52 GMT

Is the problem caused by broadband upgrade work in your region. I am having these problems, but I am aware of broadband interference that causes freezing and loss of control of you remote services.

I think a full reset might help. EE and BT should really explain this to customers who first start to complain about the fault. It seems that the tech people are not communicating with broadband engineers.

I have said the lack of basic customer information is a real problem. I don't think they take enough notice of these issues.

Also please include Talking Pictures Ch82 to your broadband service - another request!

Re: TV Box freezing

B1lly999 — Fri, 05 Jun 2026 07:56:54 GMT

Hi Darren mine is also freezing, a person from EE said it was open reach who had to do the fix and it would be within 24 hours, is this correct, if not could you patch it for me please.

kind regards

tony

Re: TV Box freezing

Jimb0b — Fri, 05 Jun 2026 08:46:30 GMT

I contacted EE and they sent an engineer out who did nothing of note that I hadn’t already done and fixed nothing!
After a lot of back and forth and a new TV Box Pro which didn’t make any difference eitherand the “you need this but we can’t send you one” pay £10 a month more and we will send you some more kit. When I pointed out why should I pay £10 more a month for a service that should be working already they agreed to credit me an amount to cover the purchase of a pair of power line adapters and since then the EE Tv has worked perfectly. No more glitchy, pixelating and freezing 👍🏻

Re: TV Box freezing

DarrenDev — Fri, 05 Jun 2026 08:58:12 GMT

@Jimb0b which proves your issue was wifi interference. Powerline adapters or wifi extenders are the only option in situations like that. Powerline adapters are great when the wiring is good, but they're not a guaranteed fix. Wifi extenders are great as long as the wifi backhaul isn't also affected.

Re: TV Box freezing

DarrenDev — Fri, 05 Jun 2026 08:59:14 GMT

@B1lly999 there are multiple potential causes for the 4 minute 20 seconds issue that you're experiencing. Patching the hub only covers 2 of them. I've asked a colleague to confirm whether your line would benefit from it. I'll update when I know more.

Re: TV Box freezing

DarrenDev — Fri, 05 Jun 2026 11:05:30 GMT

Your hub isn't affected by the known issues - the patch isn't relevant for you.

The first request is that you reboot your ONT - the little white box attached to your wall. That may fix it.

Are you using any Apple Homepods? They're known to break the hub you have, preventing EE TV from working correctly. A patch isn't currently available for this issue.

Re: TV Box freezing

waynefeld — Sat, 27 Jun 2026 22:16:49 GMT

Had to switch to aerial to watch the England V Panama match. EE TV breaks up and buffers. This is also happening to other channels. Perhaps EE TV cannot cope when so many are watching because of the"traffic"? I thought cable would be the best. Embarrassing to see EE are sponsors! I'm a new EE customer.

Re: TV Box freezing

Christopher_G — Mon, 29 Jun 2026 14:53:47 GMT

Hi @waynefeld

Welcome to the community.

If you're still having this issue, I recommend restarting your EE TV box and your router. If the problem continues, speak with our technical support team, so that they can check everything from our side and run through some troubleshooting with you.

Chris