topic Re: EE TV box pro in TV

EE TV box pro

MBarry1 — Tue, 25 Nov 2025 18:31:28 GMT

We have recently had full fibre installed and a EE tv box pro. It all seems very good until you try to watch live tv ... say BBC 1 or a Sky Sports football coverage as part of the Full Works package. Coverage freezes repeatedly. Coming out of coverage and going back in results in freezing again and again with about 4 minutes between faults. I have contacted EE technicians and they tell me that it is a known fault. They claim to be working on a fix. We are beginning to think this was all a costly mistake and we should cancel our contract.

Re: EE TV box pro

Chris_B — Tue, 25 Nov 2025 19:13:10 GMT

@MBarry1 Is the pro box within 5m of the router ? Is the pro box connected via WiFi or Ethernet? Is the router next to any other electronic equipment? As you say BBC I’m assuming your TV is all via your broadband connection and you’re not using an aerial.

Re: EE TV box pro

MBarry1 — Tue, 25 Nov 2025 19:27:52 GMT

Hi, good of you to respond. The connection is WiFi and we watch everything
over full fibre WiFi ... no aerial. There are no conflicting devices
adjacent to the EE box and the router is closer than 5m. There is an EE
smart WiFi plus box close to the TV ect. The EE technician was really
trying hard to help remotely, but he admitted that they have a known fault
and couldn't say when it might be resolved. He told me that there were
"thousands" over customers with the same issue.

Re: EE TV box pro

DarrenDev — Wed, 26 Nov 2025 09:34:28 GMT

Sorry that your fault wasn't resolved straight away @MBarry1

There are a few known issues that cause the behaviour you described, however fortunately yours is one where we have a fix available. I've applied the fix to your EE Hub now, so you should find that it now works OK.

Let me know how you get on.

Re: EE TV box pro

MBarry1 — Wed, 26 Nov 2025 15:56:52 GMT

Hi Darren, thank you for your message and for identifying a solution. I am
delighted to report back to you that the remote fix you made has solved our
problem of freezing live tv reception on the EE tv box pro. We have put it
to the test on a variety of live channels and the issue certainly seems to
have been resolved. It seems strange that the technician I spoke with when
contacting EE by phone did not know about this. Nevermind, the important
thing is that you did know and you were kind enough to pick up on the
thread of my community entry. That is first rate and I am delighted. We
shall be staying with EE.

Re: EE TV box pro

MBarry1 — Wed, 03 Dec 2025 10:57:56 GMT

Hi, some few weeks ago our picture of live tv constantly froze after about 4.5 minutes. This was resolved remotely by an EE technician on this community site called Darren. Unfortunately this has begun to occur again making watching any live tv virtually impossible. Is Darren available to look into this again? Thanks , Maurice Barry

Re: EE TV box pro

DarrenDev — Wed, 03 Dec 2025 13:40:49 GMT

It looks like a software update was installed on your EE hub this morning @MBarry1 which wiped the patch.

I'm just applying it again now - you should find service will start working again very shortly. Sorry for the inconvenience.

A permanent fix will be available in early 2026, but we'll keep monitoring and patching until then.

Re: EE TV box pro

MBarry1 — Sun, 07 Dec 2025 20:07:12 GMT

Hi Darren.

Thank you for responding so quickly to my appeal for help. Once again you have restored our live tv viewing and we are very grateful.

I assume that EE may well be issuing software updates regularly and therefore our (and other people's) boxes will be affected once again. Can I keep messaging you in these instances until a permanent solution is rolled out by EE?

You have been superb, thank you.

Maurice ****

Re: EE TV box pro

DarrenDev — Wed, 03 Dec 2025 15:26:25 GMT

Today's update to your hub was an unscheduled fix that we weren't made aware of, otherwise we would have prevented you being affected at all. It shouldn't happen again, but of course you are welcome to post on here with any issues, questions, or feedback about any elements of the EE service and products - someone will always be around to help.

Re: EE TV box pro

StephenRyan — Mon, 29 Dec 2025 16:48:06 GMT

Our box also keeps freezing or crashing, this can be during live TV or when we are watching streaming services.

I have tried a hard reset but this hasn’t worked.

We have an additional TV box which has never had any issues.

Re: EE TV box pro

Debbie_G — Tue, 30 Dec 2025 18:06:55 GMT

Hi @StephenRyan.

Thanks for coming to the community.

I’m sorry to hear you’re experiencing issues with one of your TV boxes freezing.

Since you’ve already tried a reset and the other box is working fine, I'd recommend getting in touch with our team over the phone. They’ll be able to help look into this further.

Debbie

Re: EE TV box pro

StephenRyan — Tue, 30 Dec 2025 22:53:20 GMT

I just want a box that works to be honest, I pay enough monthly for that . How do I get a replacement ?

Re: EE TV box pro

DarrenDev — Wed, 31 Dec 2025 09:07:43 GMT

@StephenRyan the failure rate of TV Boxes is incredibly low - replacing the box will almost certainly not solve anything. Getting in touch will allow us to perform proper diagnosis to find the cause of your issue.

Re: EE TV box pro

Marcsh — Mon, 26 Jan 2026 14:03:44 GMT

Hi Darren

It sounds like I am having a similar issue with my EE box, would it be possible to add the fix to my service please?

Thanks

Re: EE TV box pro

DarrenDev — Mon, 26 Jan 2026 16:54:22 GMT

Your issue is unrelated @Marcsh . It only affects FTTP.

I can see some below-average stats on your line, so I've asked a colleague to see if there's anything that can be done.

Re: EE TV box pro

ColumRitchie — Fri, 03 Apr 2026 17:53:34 GMT

I'm having a smilar problem.

I purchased my EE TV Pro 1TB back in October, it was running fine until early Jan, then was occassionly feezing while watching live TV, got worse and freezing during recordings.

I reset the box (tried both without losing recordings, still froze, had to do a full reset), and everything back to normal, until yesterday, freezing again and couldnt watch any live channels via antenna this morning, had to do another full factory reset before I was able to watch again.

my broadband is with FFTP Vodafone and no other issues with wifi , including streaming from firestick/firecube etc.

getting really annoying, especially as losing my previous recordings which I want to keep and rewatch. 😞

Box is running componet software 4.3.46 (aaa6b9) and manufacter software 0.15.12, no other updates are available

Re: EE TV box pro

MBarry1 — Fri, 03 Apr 2026 18:28:30 GMT

This problem continued for us despite several resets and two new TV boxes
being sent as replacements by EE! It still happens most days and yes it is
infuriating! EE seem to have a real problem with this hardware and no
solution. I will have to wait until our subscription is about to end and
then I will not renew it, but instead find a more reliable provider of a
broadband tv box.

Re: EE TV box pro

DarrenDev — Fri, 03 Apr 2026 18:43:24 GMT

Why did you not get in touch again @MBarry1 ? The issue with ip channels freezing after 4 minutes 20 seconds is a known issue that can be patched - most patches are now automatic.

@ColumRitchie EE TV Boxes are not for sale. They remain the property of BT at all times. They're not designed to work with other broadband providers.

Re: EE TV box pro

zulu17 — Fri, 03 Apr 2026 18:44:45 GMT

Unfortunately @ColumRitchie the EE TV Box Pro is not a standard retail box marketed and made available for public sale but rather a box designed specifically for the EETV service on EE or BT broadband. As such supported boxes are loaned whilst the customer is in contract with EETV vis EE or BT.
Whilst it is a Youview box which would operate in aerial mode without connection to BT or EE broadband and some of the standard Youview apps would typically work if connected to most UK broadband suppliers it would not be supported by EE.

Also as you are operating on another broadband network , the opportunity for any EE expert to quickly assess what might be occurring on your box/home environment isn’t there..

Re: EE TV box pro

ColumRitchie — Sat, 04 Apr 2026 09:45:01 GMT

thanks MBarry1,

So unlike the comments after your's , the issue is with the box, as I suspected.

I do understand the internet only streaming from EE not working, however the box should freeze no matter who the BB provider is.

And as I stated, it can work with no issues for a few months, then give problems, if it was daily I might be able to accept the EE Experts comments.