EE BIG SPORT PACKAGE poor reception on Sky Sports Hd

[Glendia]

I have the EE Big sports package.

my broadband connection is good and I can watch TNT Sports HD without any issues. But Sky sports HD has terrible pixelation and sound break up. 
I can watch Sky Sports Tv fine through the NOW tv app and the Discovery + app but not direct from the EE tv pro box tv guide .

anyone with any suggestions? 

[Lesley_W]

Hi @Glendia 

Welcome to our community.

Sounds like a very specific problem which I've not heard of before. Has this been the case since taking out the sports package or has it just recently started happening?

Lesley

[Glendia]

Hi Lesley

Thank you for your response, I have been an  EE customer for approximately 6 months (previous to that I was Sky).  A few months ago I took out the 'Big Sport' package.

TNT sports for the most part has been stable in HD via the TV pro box menu, but Sky Ports HD is unwatchable , pixellation and picture breakup (and sound) occurs within the first minute of switching to it, and I either have to resort watching it in SD or switching to the NOW TV or Discovery + app to watch it.

I also have a firestick connected to the same network (and the same TV) and this has no problems with Prime video or Netflix in HD/FHD. 

I am a network engineer so I have tested all of the speeds and they are fine, the issue is solely when trying to watch Sky Sports HD through the TV menu on the Pro Box. The box itself is on the latest software release, so I don't know what else I can try.

[Lesley_W · Accepted solution]

It sounds like you've tried everything we'd usually suggest @Glendia 

Have you ever spoken to our tech team about this before? It may be something we need to open a support ticket to be looked into further.

Lesley

[Glendia]

Thank you Lesley I will try and contact your Tech support team 

[Lesley_W]

Let me know how you get on @Glendia 

Lesley

[Higgo9]

Hi, did you get a resolution to this? I'm having the same issues with my Sky Sports HD channels, specifically the sound. The sound is fine on TNT Sports and when I stream on Now, but it's poor quality via the EE box 

[Glendia]

Yes I contacted Tech support who diagnosed I was getting terrible ping response times between the router and the tv box (in another room) and they sent me free of charge a Tp-link power line network extender specifically the AV1300 model.

Was a bit sceptical that this would work as I’ve used power line extenders before without much success, but on this occasion it solved the problem, although I’ve noticed I can’t watch one internet based channel while recording another , there still isn’t enough bandwidth to have 2 channels pulling data at the same time.