topic Re: Ee box in TV

Ee box

Sanajek — Wed, 20 May 2026 15:53:50 GMT

Since I have had this new ee box pro have had nothing but issue after issue.

Volume control screwed up

Intermittently recocords scheduled programmes

Reboots itself for no reason

wind back stops working with the latest wind back issue really confusing as I was on one channel watching a programme went to wind back and the display shows current programmes and next programmes on bbc1 . Took a picture as I was so amazed by it

I am now fed up rebooting and resetting this useless bit of kit. Worked for bt for 20 years been customer 40 and never been so disappointed with the service.

All this because of Sport changes.

Don't think I will be renewing when contract ends

Re: Ee box

Chris_B — Wed, 20 May 2026 17:37:02 GMT

@Sanajek Have you spoken with customer support about this ?

Re: Ee box

Sanajek — Thu, 21 May 2026 05:53:29 GMT

Yes Tech support have replaced box and router still no joy.

EE need to admit it's a poor bit of kit simple as that.

Another issue is delay on live sport my neighbours are on Virgin and they cheer at least 30 seconds before i see our team scoring.

Re: Ee box

DarrenDev — Thu, 21 May 2026 06:08:42 GMT

@Sanajek if your experience was the same as everyone else's, we'd agree, and we'd remove the box from service. Your experience isn't normal though - you won't find anyone on this forum reporting all the same issues as you.

The best thing you can do is keep working with the technical support team to try to understand why the box behaves so badly for you.

How are you watching live sport? If you're using the apps then they can be anything up to 2 minutes behind live. If you're watching the channel from the TV Guide, it should only be a few seconds behind live (assuming you haven't rewound).

Re: Ee box

Sanajek — Thu, 21 May 2026 06:11:32 GMT

Latest issue . Watching channel 4, want to wind back the box displays current and next programmes on bbc1 at same time as channel 4 banner and does not allow rewind

Re: Ee box

DarrenDev — Thu, 21 May 2026 06:26:49 GMT

Agreed @Sanajek - that's wrong. Something isn't working correctly. It can't be fixed on this forum though - the technical support team are still your best bet.

Re: Ee box

Sanajek — Thu, 21 May 2026 06:42:52 GMT

Watching sport live

Tech support not resolved so last resort before I move elsewhere was try on here. If your telling me no one else has this issue then fair enough moving is right decision albeit disappointing.

Re: Ee box

Sanajek — Thu, 21 May 2026 06:51:02 GMT

Don't take this the wrong way but your comment seems to be standard BT/EE script as tech support also say that it's wrong and fail to resolve.

Re: Ee box

DarrenDev — Thu, 21 May 2026 06:56:06 GMT

Are you saying tech support have given up? That shouldn't be the case - they should refer it to the next level for deeper analysis.

Regarding the issues you mentioned:

Volume control screwed up

Some people experience a lower volume from the TV Box. Others report that the remote control doesn't control the TV features, so they have to use their own TV remote. These are inconveniences rather than major issues, for which there is no fix.

Intermittently records scheduled programmes

We're working very closely with suppliers to resolve issues with data on some channels that sometimes causes recordings to fail - this has significantly improved over the last 2 months, but the data is still reviewed every week to identify the cause of every failure, to learn what can be improved. The aim is to get data-related failures down to zero. I don't know the cause of your specific failures, but technical support can see them all and identify if there's something that needs investigation. Your Now/Next photo suggests that your TV Guide data is corrupt, which could be a big clue.

Reboots itself for no reason

The box logs every time it reboots, and why. This can be checked by the technical support team too.

wind back stops working

This looks very likely to be related to the TV Guide issue too.

In your situation, I would recommend a full factory reset before anything else, to rebuild the TV Guide. From there, I would recommend that the power to the box isn't turned off at the mains, and see how well it performs. If it still fails frequently then additional logging can be enabled on the box to potentially identify why it's getting into a bad state,

Re: Ee box

Sanajek — Thu, 21 May 2026 07:18:02 GMT

Thanks Darren, I will try tech support yet again. However volume control is an inconvenience that EE has introduced as it was not there before and also for acknowledging the known issue on scheduled recording. As for the TV guide issue it will be interesting to see what Tech support suggest but factory reset is an easy way out but fingers crossed. Hope it can be resolved before I jump ship as they say

Re: Ee box

DarrenDev — Thu, 21 May 2026 08:39:15 GMT

It has been recognised that the decision on the TV Box remote control didn't fully deliver the benefits we'd originally hoped. The plan was to make it simpler for everyone - whilst it made it simpler for most, it made it a lot worse for some. We will do better next time.

The new TV Boxes will accept commands from older remote controls though, so if you still have your old one, you can use it to control the TV Box and TV. If you don't have it still, we unfortunately don't have stock of them anymore, however some sites are selling them.