EE TV Box buffering/freezing

[CBoasty]

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? 

[Peter_W]

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

[CBoasty]

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

[Peter_W]

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

[Lowie]

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. 

[Ali_A]

@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

[Lowie]

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…

[Bewdley13]

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. 

[Bewdley13]

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. 

[CBoasty]

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.