EE TV Regularly Freezing with ASUS DSL-AX82U Router

[alan7317]

Hi,

I am using an EE TV box connected using broadband via WiFi. My TV reception on any channel I am viewing regularly ceases/freezes every 4 minutes 20 seconds and I receive an error message on screen (IPC6023) stating there's a problem with my broadband which is affecting the channel. The TV remains in this state indefinitely. However, simply switching channels seems to fix the issue; the channel I've switched to works fine, then switching back to the channel I was previously viewing presents the channel as working fine again. That is, until the whole cycle repeats in 4 mins 20 seconds from the channel coming on.

Strangely, the broadband on every other device in my household seems to work perfectly fine and appears to be unaffected by this issue. Additionally, all other internet connectivity on the EE TV box, such as the TV guide, channel logos, thumbnails etc. don't appear to be (visibly) affected.

We are using a third party router (ASUS DSL-AX82U; supposedly fully compatible with EE broadband and is properly configured as per EE's own support page on configuring a third party router). We have done factory resets; unplugged and plugged in again; and adjusted various settings after careful research, but the problem remains. For clarity, the EE TV box is in the same room as the router and connected via WiFi so signal strength isn't an issue.

If anyone can offer any insight or solutions to this, it would be greatly appreciated.

Thanks in advance.

[JimM11]

@alan7317 Can you connect the system to an Ethernet port on the Asus Router! 

[Mustrum]

@alan7317   as it happens I also have that router.

But what you have not said is what speeds it is getting.

Also for EE TV it needs to be capable of using the multicast settings, not sure the router has such settings.

As a firts check I would use the EE Router to see if things improve.

Also is it feasible to use an ethernet connection between the router and TV/TV Box?

[alan7317]

@JimM11 @Mustrum

I am getting ~70Mbps down and ~18Mbps up based on various speed tests on different devices and as mentioned I don't have any issues with anything else so I don't believe speed to be an issue. 

Unfortunately I am unable to connect the EE TV box via ethernet as the box and the router are in opposite ends of the same room and I don't have an ethernet cable long enough. However I should note that I had no such issues with the TV when it was previously connected via WiFi to an EE Smart Hub that was placed in the same location that my current router is.

I will double check multicast settings but from my looking through the settings earlier, I believe all the relevant settings are enabled.

Additionally, I am currently unable to use an EE router at the moment as my last one stopped working entirely and I am waiting for a replacement, just one of many reasons I opted for this ASUS router in the first place.

[JimM11]

@alan7317 Multicast routing is supported on Asus but you will find it if available on that specific router in the Lan section only, so try it to see if it is there!

[Mustrum]

@alan7317   there have been many similar questions asked over on the TV section, and there is also an IGMP snooping setting that is needed. One such post in the thread to follow, but also worth a look over on the BT Forum mentioned.

https://community.ee.co.uk/t5/TV/EE-Full-Fibre-TV-Box-Pro-3rd-party-router/m-p/1544938