topic Re: EETV frequently drops out or box switches off in TV

EETV frequently drops out or box switches off

DebenD — Tue, 09 Apr 2024 20:11:51 GMT

Have recently purchased EE TV Full package and I rarely get to watch a full programme as it s always dropping out, freezing or switching the box off altogether. It’s not just the new channels - it’s all channels that have stopped working. Never had an issue before switching to EE TV. Don’t think I will be paying for this sh!te.

Re: EETV frequently drops out or box switches off

DarrenDev — Thu, 11 Apr 2024 19:29:15 GMT

You've mentioned "new channels" and "before switching". What did you have before? What triggered the change? Just an upgrade in package?

Also, how is your box connected to the internet? WiFi, cable, or powerline adapters?

Re: EETV frequently drops out or box switches off

DebenD — Sun, 14 Apr 2024 16:05:15 GMT

I had BTTV with BT Sports (or TNT now). I added the full Sky package and in doing so was switched to EE Broadband and EETV Full package. It was the switchover that has triggered the problems but I don’t know what the root cause is.
My box is connected directly to the Hub via Ethernet cable

Re: EETV frequently drops out or box switches off

scottiejambo — Tue, 07 May 2024 14:52:18 GMT

I am interested in understanding a solution to this - getting pixel glitching when watching TV - along with the occasional freezing of picture - I too am hard wired although via Mesh system (running as a Bridge). I too am getting to the point of cancellation. EE TV seems very buggy and not fit for purpose as of yet.

Re: EETV frequently drops out or box switches off

Jamesca — Sun, 26 May 2024 08:06:43 GMT

Have exactly the same scenario and I mean exactly.

Two EE boxes, mini box upstairs keeps pixelating, turning itself off, etc

Did you get a resolution to this??

Re: EETV frequently drops out or box switches off

Jamesca — Sat, 08 Jun 2024 09:22:47 GMT

Hi Darren,

Is there any update on this please. My elderly friend has this happen with the mini TV hub in his bedroom twice an evening now.

We're hard wired in, software has been updated, boxes have been swapped out, engineers have been out, etc etc.

We need to get this resolved quickly now and need your help to do so.

Re: EETV frequently drops out or box switches off

DarrenDev — Sun, 09 Jun 2024 06:17:01 GMT

I'm keen to know what you mean when you say "turning itself off"?

Regarding the pixelation, it would need proper investigation - not something I can answer on here. I assume your neighbour still has a fault open? Please email me at tv.apps@ee.co.uk with the account details, and I'll make sure it's at least being looked at by the right team.

Re: EETV frequently drops out or box switches off

Newbycus — Fri, 28 Jun 2024 16:33:08 GMT

I’m having exactly the same problem. My hub is ok, my WiFi is ok, but the tv box keeps disconnecting. Frustrating!

Re: EETV frequently drops out or box switches off

wgwright — Mon, 01 Jul 2024 19:52:17 GMT

Just a couple of thoughts. I have always found that having my TV Box connected to the router by Ethernet rather than WiFi tends to give significantly less issues. With regards to the box turning itself off it might be worth checking in the Settings how you’ve got the power to the box set up. There are a number of options here that can be used to trigger the box switching off at certain times.

Re: EETV frequently drops out or box switches off

LiamH42 — Tue, 02 Jul 2024 07:14:22 GMT

I’m also having a similar issue. I have a mesh network made up of 3 deco x50 and a deco m5 in access point mode.

The main box is connected over WiFi to the main device and no problems. Another box is connected to one of the satellite units, currently to the m5 over WiFi but I’ve also had it connected to an x50 and has been connected wired and over WiFi. All satellites have a strong signal. This box seems to lose connection to the internet according to the screen, but the majority of the time it seems to happen when downloads are happening or I’m simply watching instagram reels on my phone which is in the same room as this second device. I can watch all content with 0 probelms on player, Netflix, now tv apps on the tv. The problem seems to be with the box.

Re: EETV frequently drops out or box switches off

DarrenDev — Tue, 02 Jul 2024 08:27:09 GMT

I'm afraid 3rd party routers cannot be supported.

The channels for the TV Box run over multicast at a fixed bandwidth - if that bandwidth isn't available, the channel will fail. The apps all use ABR - if the bandwidth isn't available, they just drop to a lower quality until bandwidth becomes available. If your channels are dropping when other devices are using the internet then it suggests the backhaul (i.e. bandwidth between the mesh devices and the access point) isn't great enough.

A quick Google suggests that your devices support QoS @LiamH42 - you could use this to guarantee bandwidth to the TV Box, forcing other devices to slow down (when needed) instead.

Re: EETV frequently drops out or box switches off

scottiejambo — Tue, 02 Jul 2024 08:39:45 GMT

I eventually had to abandon the mesh system and go back to the router. Funnily enough since doing so, I experience no issues now although my 2nd box sometimes loses connection with the router however a quick restart fixes that issue

Re: EETV frequently drops out or box switches off

LiamH42 — Wed, 03 Jul 2024 08:13:38 GMT

OK, thanks for the reply. I assume a poweline would be a better option then? What is the usual suggestion for this? The wifi signal where this minibox is just isn't strong enough to not have some form of network extension.

If I'd have know this and also that the minibox cannot access the recordings on the mainbox (I signed up near launch and there was very little information on this, but I've since seen your explanation of why), then I may have gone for one minibox and the Apple TV box, rather than 2 minis. I assume the appletv box is all app based and so would probably fit better in this room.

Re: EETV frequently drops out or box switches off

DarrenDev — Wed, 03 Jul 2024 08:22:45 GMT

The best option for boosting wifi is Smart Wifi - this will provide a guaranteed signal to everywhere in your home. It does come with a monthly cost though (which varies according to your broadband package).

Apple TV isn't available as a replacement for the TV Box Mini - instead, it replaces the TV Box Pro. i.e. you can have a TV Box Pro + 2 minis, or an Apple TV + 2 minis.