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 only have the mini box so no recording 

[tvted]

Same problem here. Did the power extender fix work? I have a couple of old ones left over from Talktalk days. Was hoping I wouldn't need to use them again. Ethernet connection not realistic - who has their TVs in the same room as their router? 

[tvted]

Has anyone yet come up with a definitive answer/solution to EE Pro TV box picture freezing and breaking up? 

[Lowie]

No it did not work, but after spending hours on the phone to EE they eventually sent an engineer who plugged his laptop into the router did some update and it works perfectly now…

[ken1950]

I too have had problems with EE tv. The tv screen freezes and pixelates often which spoils my viewing experience. I have rung up for technical help and have had checks done each time which say everything is OK. I have been often told that it's my television set yet I am on my 3rd one in as many months but the problems still exist. I was told to try a direct cable feed from my router to the tv box, so I had an engineer install 2 new network cables plus a new tv aerial cable but the problems still exist. I complained again to EE and managed to get a replacement EE tv box but the problems happened again just after plugging the new box in. I tried it using wifi and the direct feed. I have turned off, rebooted and reset many times but still the problem occurs. I will change my broadband supplier from yourselves as soon as I can. I hope this now makes you aware of the problem?

[rdc384]

Thanks, I hope yours is sorted. Mine went away, maybe an update

Regards, Richard

[RaySutton]

This is depressing.  We decided to leave Sky after 7+ years and I wish I hadn't because I have already wasted weeks and hours and been made to feel like a 75yo tech  dinosaur in spite of learning on the go as best I can. Our fibre broadband package was delayed 7 weeks by OpenReach running us into the busiest of Christmas periods. We left sorting the EE Pro Box connection until last and my partner, the main TV watcher, reported no Netflix or TV issues. Straight back from Christmas away and putting on Wallace and Gromitt on BBC  i-player and we get buffering and messages we don't understand. I was glad to have a long spell on the phone on Monday with a patient tech support person whose English I could understand. Everything was check. .....BBC i-player is still buffering.

[tvted]

EE eventually sent me a pair of powerline extenders. They looked the business but were too big to fit the space behind a drawer at the bottom of a bookcase to plug in - fouled the shelf above and the right side of the structure of the bookcase. And the supplied ethernet cable was too short to go from there to my router. I have my old Talktalk powerlines and cables, so may have to repurpose those. But yesterday a very patient lady from EE suggested a factory reset of our EE Pro TV box. So far, fingers crossed, we haven't had any pixelating or buffering. I still have the powerline adapters to try if need be. I put them away when the EE engineer came to switch us from Talktalk to EE full fibre because he said we'd never need them again when I raised concerns about our new router being under the stairs in our dining room (where the internet/land-line cable comes into the house) two rooms away from our TV (in the living room). The distance between most people's router and TV must equate to different rooms in the house is historic (generally where the old land line phone used to be). The tech experts need to recognise this and come up with a solution, because every other EE person I spoke to all said the router to TV distance was too much! 

[Rach_H]

Hi @RaySutton,

Welcome to the Community!

We want moving your broadband service to us to be smooth sailing, so I'm sorry to hear about the trouble you've been having and that you've been left feeling disappointed after speaking with our team to get this resolved. 

Can I just confirm if you're having issues with any other services on your EE TV box, or does this seem to be limited to BBC iPlayer?

Rach

[rdc384]

Just add a foot note to this thread I started.  I ditched the Pro box and went for the mini and really have had no issues with that.  I don’t care for the YouView interface and much prefer the Apple box, but the system works.  The boot up is very slow on the mini