Can’t load video on EE TV when using Apple TV subscription

[Burnziz]

Moved to EE this week after 25 years with Sky. Generally all fine BUT….

despite 500MB download speed to the hub the tv box keeps crashing out of movies being streamed via the Apple TV app. I’ve done everything except a full reset. Any ideas what’s wrong with the TV box?

[Michael_D]

Hi @Burnziz 

Welcome to the community.

Are you finding that this is on happening on the Apple TV app or have you noticed it on anything else?

Do you have the EE TV Box Pro or is it the Apple TV Box?

Is the box connected to the router by ethernet or WiFi? If it is WiFi, how far away from the router is it?

Michael

[Burnziz]

Hi

I have an EE TV Box Pro and am using the apple app.

We have also had the picture freezing mid programme on the main channels like BBC One.

Thanks for responding…

[Michael_D]

Thanks @Burnziz 

Is the box connected to the router by ethernet or WiFi? 

If it is WiFi, how far away from the router is it?

Michael

[Burnziz]

It’s less than 10 feet through an open door and connected by WiFi.

[Leanne_T · Accepted solution]

Hi @Burnziz 

Thanks for coming back to us. 

Could you try the steps in our EE TV Box Not Working or Keeps Freezing to see if the steps help get the connection issues sorted when using the apps. 

If this continues, or you have tried everything, please get in touch with our technical support guides. The team will be happy to get this looked into for you 🙂

Leanne.