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? 

[Lowie]

It’s definitely a big issue which they won’t admit to, we are connected via Ethernet and it makes no difference, the connection via the EE box is just awful no matter if it’s via WFI or the Ethernet, all our other smart TV’s work like a dream, it’s these EE boxes the BT  box worked absolutely fine with a much slower internet speed, we upgraded from 150 to 500. 

[CBoasty]

I notice there is an Apple TV box on offer aswell. I’m thinking of asking for one of those to see if there’s any improvement. Otherwise it’s an easy decision to cancel and go back to sky. We really aren’t happy with it

[Lowie]

What I don’t understand is BT is EE and we were with BT, how can it be such a mess to go from BT to EE….. 

[Lowie]

This happens to us too, fine during the day just won’t work at night, even when everyone in the house has gone to bed and we are streaming nothing else….. last night it told me I couldn’t watch BBC 1 as I have no subscription 🙈🙈

[Christopher_G]

Hi @Lowie, @CBoasty and @Bewdley13 

If you're still having the problem that you described, I suggest speaking with our technical support team so they can run some tests on our side and help try and fix this for you.

Chris

[Bewdley13]

Hi,

I spoke to someone last Thursday, who passed me on to someone else, who told me that she couldn't fix it and would 'raise a ticket'. Since then, nothing. I still don't have access to my account on line because my order doesn't match my profile. How can EE get this so wrong when I'm going from BT to EE? I mentioned the fact that on the order it's mentions my landline number (I don't have one anymore) but she said she had no idea what would cause the lock out on my account.

So, EE has since sent me an email telling me they have billed me - no idea how much, as I can't  access my online account. Every single email has a 'No-reply' address so I can't email EE. So what am I supposed to do? 

My wife is currently trying to sort this out I have finally given up as I have work to do and life is too short. A lengthy report will be sent to the Ombudsman as this is going to be a major complaint once I have the time to sort it myself. 

In the meantime, I'm going back on uswitch to look for a better deal, as I'm still within my 14 day cooling off period. I will be informing everyone I know to avoid EE like the plague and I will be making an infernal nusiance of myself on social media, X and newspaper forums as much as possible. 

[Bewdley13]

Hi, I spoke to someone last Thursday, who passed me on to someone else, who told me that she couldn't fix it and would 'raise a ticket'. Since then, nothing. I still don't have access to my account on line because my order doesn't match my profile. How can EE get this so wrong when I'm going from BT to EE? I mentioned the fact that on the order it's mentions my landline number (I don't have one anymore) but she said she had no idea what would cause the lock out on my accountSo, EE has since sent me an email telling me they have billed me - no idea how much, as I can't  access my online account. Every single email has a 'No-reply' address so I can't email EE. So what am I supposed to do? My wife is currently trying to sort this out I have finally given up as I have work to do and life is too short. A lengthy report will be sent to the Ombudsman as this is going to be a major complaint once I have the time to sort it myself. In the meantime, I'm going back on uswitch to look for a better deal, as I'm still within my 14 day cooling off period. I will be informing everyone I know to avoid EE like the plague and I will be making an infernal nusiance of myself on social media, X and newspaper forums as much as possible. 

[Ali_A]

I'm sorry to hear of the ongoing issues you're facing @Bewdley13  looking to raise a complaint. 

We hope that you’ll never have reason to complain about any aspect of our services, however you've taken the right steps getting in touch with our Customer Service team to raise a ticket. 

Have you had a chance to give the team a call back to see if there was any update to the ticket? 

They’ll try and solve your issue quickly where we can, but if you do wish to continue with raising a complaint please visit Make a Complaint. 

You can also view our Complaints code of practice for details of out complaint handling process. 

 
Ali

[CBoasty]

 

[AlistairM4]

Just wanted to comment here because we have similar problems.

TV recordings from the over the air broadcast has freezing and stutters. This is not an internet connection issue. Our box is connected directly to the router via Ethernet and the connection is 600 Mbps.

The fan on the box will occasionally spin loudly for a few seconds whilst it’s idle and the settle down.

There are also times when a banner will appear and disappear at the top of the screen saying no internet, over and over again. There is nothing wrong with the internet when this happens.

I suspect an update has been pushed that has caused this issue.