topic Re: NOW TV & EE TV Pro Box - buffering and/or sound but no picture in TV

NOW TV & EE TV Pro Box - buffering and/or sound but no picture

PaulB2005 — Sat, 30 May 2026 16:03:17 GMT

This only happens with the NOW TV app on our EE TV Pro box.

If i start watching a series such as Plot against America then it gets to a point where it has to shows advertising. Usually the first 1 or 2 sets of adverts are ok but then it starts to play up. It'll go in to the adverts but will just show a black screen with the spinning wheel. Or it'll play the adverts but do the black screen with spinning wheel when returning to the program.

Even worse is when it returns to the program and I get a black screen with the audio...

To fix this usually entails coming out of the app and then going back in until it starts working.

Just me?

Re: NOW TV & EE TV Pro Box - buffering and/or sound but no picture

Rach_H — Sun, 31 May 2026 08:48:29 GMT

Hi @PaulB2005,

Welcome to the Community!

I'm sorry to hear about the trouble you're having, and I can understand your concern. If you watch the same show on the app using your phone do you have the same issue?

Rach

Re: NOW TV & EE TV Pro Box - buffering and/or sound but no picture

PaulB2005 — Sun, 31 May 2026 10:36:17 GMT

Hi Rach

That's an idea i hadn't thought about. We also have a Roku TV with apps built in which doesn't get used much. I'll update it and try that too.

I'll report back when i have checked it

Re: NOW TV & EE TV Pro Box - buffering and/or sound but no picture

PaulB2005 — Mon, 01 Jun 2026 18:45:59 GMT

Hi @Rach_H

I left a few episodes of a couple of shows on Sunday and today on the Roku TV (The Pacific and Plot Against America) just playing away and no issues.

Literally 1 minute into the first episode of The Pacific on the EETV Pro box - black screen with audio and spinning wheel.

Same again a bit later coming out of adverts.

Seems fine on non- EETV hardware but not the EETV Pro box.

All other streaming services seem fine too.

Re: NOW TV & EE TV Pro Box - buffering and/or sound but no picture

Leanne_T — Tue, 02 Jun 2026 08:06:04 GMT

Hi @PaulB2005

Thanks for trying the Roku TV and coming back to us.

If this is only happening with the EE TV Pro box, please check the TV connection status and try the troubleshooting in the EE TV Box Not Working or Keeps Freezing page.

If this continues after trying this, get in touch with our TV tech guides and they will be happy to help 🙂

Leanne.

Re: NOW TV & EE TV Pro Box - buffering and/or sound but no picture

PaulB2005 — Tue, 02 Jun 2026 16:38:32 GMT

Thanks Leanne

The advice on that page is

Try the following to fix your EE TV box if it’s slow or keeps freezing

restart your TV box - have tried this multiple times
make sure the TV box software is up to date - Done
check your broadband settings and cables to ensure everything is connected securely - Done
the last thing to try is a full reset of your EE TV box
Not tried this yet and have quite a bit to loose at the minute. Not sure how and why a reset should fix one app.... But thanks

Re: NOW TV & EE TV Pro Box - buffering and/or sound but no picture

Alex_H — Tue, 02 Jun 2026 17:41:50 GMT

Thanks for confirming @PaulB2005. If the issue does continue we do recommend doing the reset, if it is your recordings you are worried about you can select to keep the recordings when resetting so you don't lose those. But if it does continue please do reach out to our TV technical team and they will be able to look further into the issue to help locate the problem.

Alex

Re: NOW TV & EE TV Pro Box - buffering and/or sound but no picture

PaulB2005 — Tue, 02 Jun 2026 19:34:46 GMT

Hi @Alex_H

Thanks. I’ll try the not deleting recordings method soon

Re: NOW TV & EE TV Pro Box - buffering and/or sound but no picture

PaulB2005 — Mon, 08 Jun 2026 20:27:14 GMT

@Alex_H @Leanne_T @Rach_H

So as an update i have found an interesting pattern.

If i go into the NOW app using the menu on the EE TV box and select the program i want to watch all works well.

However, if i select the program from the MYTV menu on the EE TV box (which is meant to be a one-click launch the app and start the program) then this is where the issue starts. An episode might start ok but invariably the first advert break is where it goes wrong.

Also interestingly, this doesn't affect Prime Video, Netflix, BBC iPlayer or any of the other streaming services we have used. Just NOW.

Re: NOW TV & EE TV Pro Box - buffering and/or sound but no picture

DarrenDev — Tue, 09 Jun 2026 08:04:17 GMT

Thanks for the insight @PaulB2005.

The My TV menu just launches the NOW app with a different set of parameters, but ultimately it's the same app that is being run. I'll see if there's a way we can pass on your observations to the NOW app owners, in case they have a logic error.

Re: NOW TV & EE TV Pro Box - buffering and/or sound but no picture

PaulB2005 — Fri, 12 Jun 2026 05:40:02 GMT

Thanks @DarrenDev

Yesterday I did have an incidence where the problem occurred opening the app and then selecting the episode resulted in the app buffering when the episode started. Therefore I retract the claim it only happens when using the MyTV menu.

However it definitely happens a lot more when selecting from the MyTV menu and very rarely when opening the app and selecting the episode.

I’ll try resetting the box this weekend. Shame we can’t delete and reload the apps individually.

Re: NOW TV & EE TV Pro Box - buffering and/or sound but no picture

PaulB2005 — Sat, 13 Jun 2026 21:19:26 GMT

Further update...

Yesterday and this morning the locking up was terrible no matter how I started a Now TV series.

In the end it was so bad i RESTARTED the box and after that it's been good as gold.

Suspect it'll get worse as the week goes on and i'll end up restarting the box again next weekend.