EE TV box pro

[MBarry1]

We have recently had full fibre installed and a EE tv box pro. It all seems very good until you try to watch live tv ... say BBC 1 or a Sky Sports football coverage as part of the Full Works package. Coverage freezes repeatedly. Coming out of coverage and going back in results in freezing again and again with about  4 minutes between faults. I have contacted EE technicians and they tell me that it is a known fault. They claim to be working on a fix. We are beginning to think this was all a costly mistake and we should cancel our contract. 

[Chris_B]

@MBarry1   Is the pro box within 5m of the router ?  Is the pro box connected via WiFi or Ethernet?   Is the router next to any other electronic equipment?        As you say BBC I’m assuming your TV is all via your broadband connection and you’re not using an aerial.   

[MBarry1]

Hi, good of you to respond. The connection is WiFi and we watch everything
over full fibre WiFi ... no aerial. There are no conflicting devices
adjacent to the EE box and the router is closer than 5m. There is an EE
smart WiFi plus box close to the TV ect. The EE technician was really
trying hard to help remotely, but he admitted that they have a known fault
and couldn't say when it might be resolved. He told me that there were
"thousands" over customers with the same issue.

[DarrenDev]

Sorry that your fault wasn't resolved straight away @MBarry1 

There are a few known issues that cause the behaviour you described, however fortunately yours is one where we have a fix available.  I've applied the fix to your EE Hub now, so you should find that it now works OK.

Let me know how you get on.

[MBarry1 · Accepted solution]

Hi Darren, thank you for your message and for identifying a solution. I am
delighted to report back to you that the remote fix you made has solved our
problem of freezing live tv reception on the EE tv box pro. We have put it
to the test on a variety of live channels and the issue certainly seems to
have been resolved. It seems strange that the technician I spoke with when
contacting EE by phone did not know about this. Nevermind, the important
thing is that you did know and you were kind enough to pick up on the
thread of my community entry. That is first rate and I am delighted. We
shall be staying with EE.

[MBarry1]

Hi, some few weeks ago our picture of live tv constantly froze after about 4.5 minutes. This was resolved remotely by an EE technician on this community site called Darren. Unfortunately this has begun to occur again making watching any live tv virtually impossible. Is Darren available to look into this again? Thanks , Maurice Barry 

[DarrenDev]

It looks like a software update was installed on your EE hub this morning @MBarry1 which wiped the patch.

I'm just applying it again now - you should find service will start working again very shortly.  Sorry for the inconvenience.

A permanent fix will be available in early 2026, but we'll keep monitoring and patching until then.

[MBarry1]

Hi Darren. 

Thank you for responding so quickly to my appeal for help. Once again you have restored our live tv viewing and we are very grateful.

I assume that EE may well be issuing software updates regularly and therefore our (and other people's) boxes will be affected once again. Can I keep messaging you in these instances until a permanent solution is rolled out by EE?

You have been superb, thank you. 

Maurice ****

[DarrenDev]

Today's update to your hub was an unscheduled fix that we weren't made aware of, otherwise we would have prevented you being affected at all. It shouldn't happen again, but of course you are welcome to post on here with any issues, questions, or feedback about any elements of the EE service and products - someone will always be around to help.