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. 

[Debbie_G]

Hi @StephenRyan.

Thanks for coming to the community.

I’m sorry to hear you’re experiencing issues with one of your TV boxes freezing. 

Since you’ve already tried a reset and the other box is working fine, I'd recommend getting in touch with our team over the phone. They’ll be able to help look into this further.

Debbie

[StephenRyan]

I just want a box that works to be honest, I pay enough monthly for that . How do I get a replacement ?

[DarrenDev]

@StephenRyan the failure rate of TV Boxes is incredibly low - replacing the box will almost certainly not solve anything. Getting in touch will allow us to perform proper diagnosis to find the cause of your issue.

[Marcsh]

Hi Darren

It sounds like I am having a similar issue with my EE box, would it be possible to add the fix to my service please?

Thanks

[DarrenDev]

Your issue is unrelated @Marcsh . It only affects FTTP.

I can see some below-average stats on your line, so I've asked a colleague to see if there's anything that can be done.

[ColumRitchie]

I'm having a smilar problem.

I purchased my EE TV Pro 1TB back in October, it was running fine until early Jan, then was occassionly feezing while watching live TV, got worse and freezing during recordings.

I reset the box (tried both without losing recordings, still froze, had to do a full reset), and everything back to normal, until yesterday, freezing again and couldnt watch any live channels via antenna this morning, had to do another full factory reset before I was able to watch again.

my broadband is with FFTP Vodafone and no other issues with wifi , including streaming from firestick/firecube etc.

getting really annoying, especially as losing my previous recordings which I want to keep and rewatch. 😞


Box is running componet software 4.3.46 (aaa6b9) and manufacter software 0.15.12, no other updates are available

[MBarry1]

This problem continued for us despite several resets and two new TV boxes
being sent as replacements by EE! It still happens most days and yes it is
infuriating! EE seem to have a real problem with this hardware and no
solution. I will have to wait until our subscription is about to end and
then I will not renew it, but instead find a more reliable provider of a
broadband tv box.

[DarrenDev]

Why did you not get in touch again @MBarry1 ?  The issue with ip channels freezing after 4 minutes 20 seconds is a known issue that can be patched - most patches are now automatic. 

@ColumRitchie EE TV Boxes are not for sale. They remain the property of BT at all times. They're not designed to work with other broadband providers. 

[zulu17]

Unfortunately @ColumRitchie  the EE TV Box Pro is not a standard retail box marketed and made available for public sale but rather a box designed specifically for the EETV service on EE or BT broadband. As such supported  boxes are loaned whilst the customer is in contract with EETV vis EE or BT. 
Whilst it is a Youview box which would operate in aerial mode without  connection to BT or EE broadband and some of the standard Youview apps would typically work if connected to most   UK broadband suppliers it would not be supported by EE.

Also as you are operating on another broadband network  , the opportunity for any EE expert to quickly assess what might be occurring on your box/home environment isn’t there..

[ColumRitchie]

thanks MBarry1,

So unlike the comments after your's , the issue is with the box, as I suspected.

I do understand the internet only streaming from EE not working, however the box should freeze no matter who the BB provider is.

And as I stated, it can work with no issues for a few months, then give problems, if it was daily I might be able to accept the EE Experts comments.