topic Re: EE pro box issues? in TV

EE pro box issues?

WaveyDavey59 — Wed, 10 Jun 2026 06:36:33 GMT

Has anyone else found more issues using the Pro Box with EE router than the old BT Home Hub?

Especially TNT sport.

Re: EE pro box issues?

DarrenDev — Wed, 10 Jun 2026 06:38:56 GMT

There is a known issue that live video may stop after 4 minutes 20 seconds under certain conditions.

Some have a fix available, others don't yet.

Re: EE pro box issues?

WaveyDavey59 — Wed, 10 Jun 2026 07:04:10 GMT

Spent over three and a half hours on live chat with various restarts and updates and ended up with all channels freezing about about five seconds.Ended up in worse place than before contacting them.

Engineer coming here tomorrow.Hopefully he can do something as had the hub a week and TV box about three months.

I can sit next to the TV box and get test results of about 700 Mbps but can't watch anything on it yet my hisense smart TV works ok on WiFi!

Riddle me that

Re: EE pro box issues?

DarrenDev — Wed, 10 Jun 2026 07:13:41 GMT

I've just looked at your line stats. The signal is absolutely perfect with zero wifi interference, and yet your packet loss is atrocious - one of the worst I've seen. I can see why TV would be completely unsustainable on that.

I don't expect the engineer to be able to identify or fix that, as it's not their area of expertise. I'd be happy to be proven wrong though.

If you don't have a satisfactory result by the time the engineer leaves, please let me know and I'll raise a fault for a proper technician to investigate.

Re: EE pro box issues?

WaveyDavey59 — Thu, 11 Jun 2026 09:17:58 GMT

Engineer booked through live chat never turned up so wasn't booked obviously despite having transcript of chat saying they had downloaded.

Live chat now basically going through what seems to be the same performance as Tuesday with no result.

Help.

Re: EE pro box issues?

WaveyDavey59 — Thu, 11 Jun 2026 17:43:36 GMT

Can you move this forward for me please?.I can only get normal channels with TV aerial in all network channels freeze.

I don't seem to be getting far with live chat quoting response in 24-48 hours for level 2.

Re: EE pro box issues?

DarrenDev — Fri, 12 Jun 2026 07:04:40 GMT

Fortunately the person you spoke to yesterday followed the correct process - they've raised a ticket into HTL2, who will investigate the fault from our end. No engineer visit should be required.

I can't promise a fast resolution - there are many different things that need to be investigated. Sometimes it's found straight away, and other times it needs multiple tests at different parts of the network.

Re: EE pro box issues?

WaveyDavey59 — Fri, 12 Jun 2026 07:35:57 GMT

Thanks for your response.This problem seems to be a commonly reported issue on here so I am concerned that there isn't actually a solution and the ee pro box generally has an inherent technical fault?

It's also concerning that escalating an issue could take up to two days for someone to respond to.

Re: EE pro box issues?

DarrenDev — Fri, 12 Jun 2026 08:31:21 GMT

People don't post on forums when something works - only when it doesn't. For every post you see on here with it not working, there are thousands of others for whom it works fine.

The issue you're reporting isn't common though. IPC6023 is the error code shown when the TV Box isn't receiving enough signal to show video - most of the cases reported on the forum are where NO signal is being received. In your case, it receives some, but not enough to keep up with a live video stream - something is degrading the signal or capacity to the point that the TV Box gives up.

I've never known a case where the fault was with the TV Box.

Please don't try escalating any further - someone will be in touch very soon. It's in the right queue, and will be picked up today for initial triage.

Re: EE pro box issues?

0scar1 — Fri, 12 Jun 2026 08:41:33 GMT

Yes I seem to get more sense from chat gpt and google Gemini. It’s obviously a known problem and even if someone is working on it, I don’t understand the excuses for not returning calls as they promise.

Re: EE pro box issues?

0scar1 — Fri, 12 Jun 2026 12:36:07 GMT

Good luck and hope it works out better for you, but I have given up and cancelled my TV subscription.

Re: EE pro box issues?

WaveyDavey59 — Fri, 12 Jun 2026 13:49:54 GMT

Thanks DarrenDev.I can only comment in my own ignorance of technical issues or other people's comments and it seems quite a lot on here.I appreciate happy people don't post and it's only disappointed people you talk to.

Please remember I am not a tech and I can't work out how if the hub is working and I have an extender near the TV I cannot get any TV channels or sport without the aerial plug connected and why the older BT stuff worked perfectly.

The hub is in the same room about 10 metres away so I don't know where the issue would come from

I've also used powerthrough ethernet 1000 Mbps adaptors and the room was rewired by electrician late last year and still the tnt issue.

If I take out the TV aerial I get nothing.

I thank you and appreciate your responses however and the fact you interact with people.

Do they do the fixes online and how do I get contacted?

Re: EE pro box issues?

DarrenDev — Fri, 12 Jun 2026 14:12:35 GMT

When you watch the Sport TV channels, you are tapping into a live, shared broadcast stream - it's sent to everyone at the same time. It requires perfect timing, and there's almost no time to fix errors. When enough errors have occurred, the TV Box gives up - it doesn't have enough information to show a picture, so it shows error IPC6023. The worse the error rate on your line, the quicker the box gives up.

When you use an app like Netflix or YouTube, the app is constantly buying itself time by downloading the show a few seconds ahead of what you are actually watching. If it hits a snag, it has plenty of time to fix the error or lower the video quality before you ever notice it.

That explains why the TV Box is behaving the way it is, but we don't yet know what is causing it. Something between your TV Box and the internet is interfering with the signal, causing data to be lost or corrupted.

All the testing will be done from our end, tracing traffic through various parts of the internet, right up until it reaches your TV Box. You'll be contacted using the number we have registered for you. I've added myself to the fault too, so I'll be emailed automatically with all updates - if they have any trouble reaching you, I'll let you know.

Re: EE pro box issues?

WaveyDavey59 — Fri, 12 Jun 2026 16:08:27 GMT

Thank you.I understand a bit more now.

Re: EE pro box issues?

WaveyDavey59 — Sat, 13 Jun 2026 08:37:49 GMT

Just to say here the only reason we pay for TNT Sport is to watch but mainly record UK Premiership Rugby so we can watch it at convenient time and if we can't do this it's a waste of money.Weve missed the semifinals of the Premiership already.

I am confused however with the fact that the pro box isn't faulty,the hub isn't faulty and the signal is strong then it must be the modem on the wall is a fault or fitted incorrectly?

What else can it be?

Still had no contact from level 2.

To be fair to you there I am going to allow 48 hours for resolution from now before putting in a written complaint and all transcripts to EE UK customer complaints at Sunderland and seeking compensation.

Thank you again for responding to community messages.

Re: EE pro box issues?

DarrenDev — Sat, 13 Jun 2026 08:46:42 GMT

I genuinely don't know the cause of your issue - it's not following usual patterns. I've already said it may take time to find the fault. I can guarantee that it will NOT be resolved in the next 48 hours though, as the team don't work over the weekend.

Compensation will be applied after the fault it's fixed, to cover the time that you're without service.

It's with the right people - there's no one better to find and fix this fault. They're a small team though, and have a queue of faults.

Re: EE pro box issues?

WaveyDavey59 — Tue, 16 Jun 2026 08:50:28 GMT

Saturday text "We are working on it"

Sunday text "We are working on it"

Monday text "We are working on it"

Tuesday email "We've closed your complaint"

Still not working.

Is there a update to fix 6023?

Re: EE pro box issues?

DarrenDev — Tue, 16 Jun 2026 08:52:27 GMT

@WaveyDavey59 I can't see any complaints on your account. There were 2 broadband faults open, now both closed.

The TV fault is still open, but it's tracked on a separate system. I can see that your TV fault was updated at 9:36am today though - it's possible that Ashley (the guy looking at your TV fault) closed the broadband one at the same time?

Rest assured - the issue is still being investigated.

Re: EE pro box issues?

WaveyDavey59 — Wed, 17 Jun 2026 09:49:27 GMT

It looks like TNT sport is now watchable and more importantly recordable.I still have TV aerial in box for Freeview channels which are all fine.

Interested to know what the problem was.

Running ethernet through 1000 Mbps pass through adaptors (BT mini connectors) into pro box and all seems to be good.Havent tried it on WiFi alone yet but not sure it's going to give me any advantage over ethernet cable.

Anyhow thank you for your help and patience through this.

It is appreciated

Re: EE pro box issues?

WaveyDavey59 — Thu, 18 Jun 2026 06:02:46 GMT

Although I have to add no one actually told me,texted me or emailed me the fault was fixed and I only discovered it when I randomly tried the channel and found it working.

I would still like to know what the issue was as well.