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? 

[rdc384]

I have only recently moved to EE TV.  I tried the pro box and now have Apple & a mini box.  
I have had most of these issues too.  I have a WiFi speed of 140hz, and have the boxes wired via Ethernet too.  Now TV is especially bad for freezing up.  I have had multiple instances of “Add BBC”

I like the package but if the hardware doesn’t work reliably, what is the point.  

Can anyone at EE let us know if there is a software fix coming or is this being ignored?  It is clearly a widespread issue

[rdc384]

YOU ARE NOT ALONE!

[Ali_A]

Hi @rdc384 

Your error message issue sounds quite specific. I'd like to look get this looked into a bit further. 
 

I'll send you private message. Please check your inbox and get back to me when you can.

Thanks

Ali

[rdc384]

Can’t see any message 

[Hotcars]

Having same problem  on all three boxes 

[Leanne_T]

Morning @Hotcars 

Thanks for coming to the community. 

Have you been in touch with our broadband tech guides to get the connection looked into? 

Leanne.

[StigB]

Had the same issues. Engineer came along and could not initially figure it out as speeds all ok. Wired connection through a gigabit switch. Changing to wifi solved the problem (the router is just the other side of a stud wall). Engineer felt it could be a recent update that changed some handshaking protocols that the switch could not handle. 

Otherwise, if all ok on wifi but not on wired - try changing the ethernet cable. They don't last forever, and you can get a bad one straight out of the packet.