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!