topic Re: EE TV Box buffering/freezing in TV

EE TV Box buffering/freezing

CBoasty — Wed, 26 Feb 2025 09:36:59 GMT

Hi,

we just signed up to the EE TV full works package and even had an engineer come out last Friday to check our connection and setup. He checked it and we get 150mbps download speed and he said it should be more than enough to get good tv through the wifi.

since he left all we’ve had is all of the apps freeze, tv pretty much unwatchable through the EE TV box. We switch to our smart tv and can watch now tv, Netflix etc with no problems whatsoever… but through the EE Boxes cannot watch anything without the picture breaking up and freezing. This happens to both the pro box and mini box. I have done resets, reset the internet multiple times and this does not help. I even have a wifi extender/repeater setup to see if that mitigates the problem with no success. I have read plenty of posts experiencing similar. It’s frustrating as we just left sky q and didn’t have any issues and we are already debating going back to sky as we are within the cooling off period. Is there any advice on what we can do? Or anyone experiencing similar? Is it the boxes?

Re: EE TV Box buffering/freezing

Peter_W — Wed, 26 Feb 2025 12:35:52 GMT

Hey there @CBoasty, welcome to the EE Community.

There are a few different factors that could be at play with this one, is it via WiFi that your boxes are connected, and are they in good range of your Hub?

Have you ever tried a light reset on the box as well?
Peter

Re: EE TV Box buffering/freezing

CBoasty — Wed, 26 Feb 2025 15:52:51 GMT

Hi, yes it’s in range and the EE engineer confirmed that it should work well. We’ve reset multiple times with no change. The mini box in the kitchen which is also a similar distance from the hub experiences the same issues

Re: EE TV Box buffering/freezing

Peter_W — Wed, 26 Feb 2025 16:15:08 GMT

Thanks for giving that a try for us @CBoasty.

Have you tried using an ethernet connection with the box to see if this presents the same issues?
It's worth looking around to see if there are any other devices nearby that could be causing interference, too.

Peter

Re: EE TV Box buffering/freezing

Lowie — Wed, 26 Feb 2025 16:50:39 GMT

Yes this happens on our EE box, we have been switched over for just over a week they have sent us another box but the issue is still happening.

Re: EE TV Box buffering/freezing

Ali_A — Wed, 26 Feb 2025 18:42:56 GMT

@Lowie

Thanks for confirming.

It sounds like an issue with the streaming connection, rather than the Broadband connection itself.
You can check your speeds by visiting our How to check your internet speed page.

Do you get any error message at all, or is it only the poor quality that you're experiencing?

It would be best to get back in touch with our Customer Service team who can make sure your TV services are set up correctly.

Ali

Re: EE TV Box buffering/freezing

Lowie — Wed, 26 Feb 2025 18:51:55 GMT

Our speeds are absolutely fine, no error messages, spent hrs in the phone to your technical people, getting no where, and our TV package is wrong, being billed for sport can’t access it…

Re: EE TV Box buffering/freezing

Bewdley13 — Wed, 26 Feb 2025 19:28:32 GMT

I had Full Fibre 900 installed yesterday (25.02.2025). Apps via Firestick unwatchable due to picture freezing and buffering. From what I'm reading online, this is a known issue and as such, EE should come clean, send Open Reach back to my home and put me back as I was before. BT Smart Hub gave me no issues at all. This was supposed to be an upgrade. I'm not even able to look at my account, as there is a problem linking the app to it because of some sort of ID issue. Broadband works fine with my internet connections for my laptop and desktop, which I use for work. But the TV? Forget it. So, the package is pointless. I must admit I'm ready to rip it off my wall and if it wasn't for the fact that I need broadband for work the router would be in the bin, now.

Re: EE TV Box buffering/freezing

Bewdley13 — Wed, 26 Feb 2025 19:31:47 GMT

I'm unable to check my speed' because I can't link my app to my account. EE are apparently looking into it, it's a problem at 'their end'. You couldn't make this up.

Re: EE TV Box buffering/freezing

CBoasty — Wed, 26 Feb 2025 19:56:36 GMT

It looks to be an issue much wider than just me.

if you google EE TV freezing/buffering you get a lot of results. It has to be an issue with the boxes/service EE are providing.

also… streaming works fine on my smart tv. When I access now tv it works on smart tv. Accessing channels from the tv guide on the eve box… it’s constant freezing and buffering.

I wouldn’t advise anyone to get an EE Box. It really doesn’t seem to be working for most that have it. I can’t plug an Ethernet cable in otherwise it’ll go across my lounge. It’s not something we can do with a 5 month old baby either. It should just work. Our internet speed is very good.

Re: EE TV Box buffering/freezing

Lowie — Wed, 26 Feb 2025 20:05:34 GMT

It’s definitely a big issue which they won’t admit to, we are connected via Ethernet and it makes no difference, the connection via the EE box is just awful no matter if it’s via WFI or the Ethernet, all our other smart TV’s work like a dream, it’s these EE boxes the BT box worked absolutely fine with a much slower internet speed, we upgraded from 150 to 500.

Re: EE TV Box buffering/freezing

CBoasty — Wed, 26 Feb 2025 20:09:48 GMT

I notice there is an Apple TV box on offer aswell. I’m thinking of asking for one of those to see if there’s any improvement. Otherwise it’s an easy decision to cancel and go back to sky. We really aren’t happy with it

Re: EE TV Box buffering/freezing

Lowie — Wed, 26 Feb 2025 20:13:29 GMT

What I don’t understand is BT is EE and we were with BT, how can it be such a mess to go from BT to EE…..

Re: EE TV Box buffering/freezing

Lowie — Thu, 27 Feb 2025 07:50:29 GMT

This happens to us too, fine during the day just won’t work at night, even when everyone in the house has gone to bed and we are streaming nothing else….. last night it told me I couldn’t watch BBC 1 as I have no subscription 🙈🙈

Re: EE TV Box buffering/freezing

Christopher_G — Mon, 03 Mar 2025 15:02:56 GMT

Hi @Lowie, @CBoasty and @Bewdley13

If you're still having the problem that you described, I suggest speaking with our technical support team so they can run some tests on our side and help try and fix this for you.

Chris

Re: EE TV Box buffering/freezing

Bewdley13 — Mon, 03 Mar 2025 15:49:35 GMT

Hi,

I spoke to someone last Thursday, who passed me on to someone else, who told me that she couldn't fix it and would 'raise a ticket'. Since then, nothing. I still don't have access to my account on line because my order doesn't match my profile. How can EE get this so wrong when I'm going from BT to EE? I mentioned the fact that on the order it's mentions my landline number (I don't have one anymore) but she said she had no idea what would cause the lock out on my account.

So, EE has since sent me an email telling me they have billed me - no idea how much, as I can't access my online account. Every single email has a 'No-reply' address so I can't email EE. So what am I supposed to do?

My wife is currently trying to sort this out I have finally given up as I have work to do and life is too short. A lengthy report will be sent to the Ombudsman as this is going to be a major complaint once I have the time to sort it myself.

In the meantime, I'm going back on uswitch to look for a better deal, as I'm still within my 14 day cooling off period. I will be informing everyone I know to avoid EE like the plague and I will be making an infernal nusiance of myself on social media, X and newspaper forums as much as possible.

Re: EE TV Box buffering/freezing

Bewdley13 — Mon, 03 Mar 2025 15:51:02 GMT

Hi, I spoke to someone last Thursday, who passed me on to someone else, who told me that she couldn't fix it and would 'raise a ticket'. Since then, nothing. I still don't have access to my account on line because my order doesn't match my profile. How can EE get this so wrong when I'm going from BT to EE? I mentioned the fact that on the order it's mentions my landline number (I don't have one anymore) but she said she had no idea what would cause the lock out on my accountSo, EE has since sent me an email telling me they have billed me - no idea how much, as I can't access my online account. Every single email has a 'No-reply' address so I can't email EE. So what am I supposed to do? My wife is currently trying to sort this out I have finally given up as I have work to do and life is too short. A lengthy report will be sent to the Ombudsman as this is going to be a major complaint once I have the time to sort it myself. In the meantime, I'm going back on uswitch to look for a better deal, as I'm still within my 14 day cooling off period. I will be informing everyone I know to avoid EE like the plague and I will be making an infernal nusiance of myself on social media, X and newspaper forums as much as possible.

Re: EE TV Box buffering/freezing

Ali_A — Mon, 03 Mar 2025 17:42:28 GMT

I'm sorry to hear of the ongoing issues you're facing @Bewdley13 looking to raise a complaint.

We hope that you’ll never have reason to complain about any aspect of our services, however you've taken the right steps getting in touch with our Customer Service team to raise a ticket.

Have you had a chance to give the team a call back to see if there was any update to the ticket?

They’ll try and solve your issue quickly where we can, but if you do wish to continue with raising a complaint please visit Make a Complaint.

You can also view our Complaints code of practice for details of out complaint handling process.

Ali

Re: EE TV Box buffering/freezing

CBoasty — Wed, 05 Mar 2025 20:20:10 GMT

Re: EE TV Box buffering/freezing

AlistairM4 — Wed, 05 Mar 2025 20:59:22 GMT

Just wanted to comment here because we have similar problems.

TV recordings from the over the air broadcast has freezing and stutters. This is not an internet connection issue. Our box is connected directly to the router via Ethernet and the connection is 600 Mbps.

The fan on the box will occasionally spin loudly for a few seconds whilst it’s idle and the settle down.

There are also times when a banner will appear and disappear at the top of the screen saying no internet, over and over again. There is nothing wrong with the internet when this happens.

I suspect an update has been pushed that has caused this issue.