topic Re: Screen freezes and then refreezes in TV

Screen freezes and then refreezes

Bill421 — Sat, 08 Aug 2026 08:09:49 GMT

Two days ago I transferred from Sky TV (with which there was never a problem) to EE TV with an EE Smart Hub Plus. About 40 minutes into watching a programme, the screen freezes and a message is displayed giving suggestions about what to do. Having fixed it, it then happens again some 10 minutes later. Very annoying as it never happened with Sky!

The software on the EE hub and the EE router is up to date. I have turned on/off both the hub and the router. Can you help?

Re: Screen freezes and then refreezes

Lesley_W — Sun, 09 Aug 2026 10:18:27 GMT

Hi @Bill421

Welcome to our community.

When the message comes up, is there an error code?

Lesley

Re: Screen freezes and then refreezes

welshbishop — Sun, 09 Aug 2026 13:59:28 GMT

I get the sane problem my screen flashes to.

Re: Screen freezes and then refreezes

Lesley_W — Sun, 09 Aug 2026 14:19:02 GMT

Hi @welshbishop

Have you also recently moved to EE TV?

Lesley

Re: Screen freezes and then refreezes

welshbishop — Sun, 09 Aug 2026 17:39:15 GMT

Yes
Sent from my iPhone

Re: Screen freezes and then refreezes

Bill421 — Mon, 10 Aug 2026 09:36:03 GMT

Hi Lesley! Yes, IPC6023. I have done a factory reset of the EE TV hub and restarted the EE router. It froze again last night. This never happened with Sky, and so seems to be a specific EE problem.

Re: Screen freezes and then refreezes

welshbishop — Mon, 10 Aug 2026 14:06:15 GMT

Same here all the time no problem when I had sky.
Sent from my iPhone

Re: Screen freezes and then refreezes

welshbishop — Mon, 10 Aug 2026 14:49:51 GMT

By the look of it I will have to wait till my tcontract is up and get shot of it and go back to sky.

Re: Screen freezes and then refreezes

Katie_J — Mon, 10 Aug 2026 14:57:41 GMT

Hi @Bill421.

I would recommend giving us a call and speaking with our technical care team who can escalate this to the relevant team if a fix can't be found.

Katie

Re: Screen freezes and then refreezes

Bill421 — Mon, 10 Aug 2026 15:08:51 GMT

I called 150 and hopefully the problem is fixed (the EE router needed to be updated on line).