EE TV dropping connection Help!

[Welshy89]

Hi Guys 

So fairly new to EE TV using the EE TV Pro box. I  have had it just over a month now.  Recently I have noticed that the EE TV is working fine and then just stops saying ITV has identified a problem with your internet and can not be accessed at this time. I have checked the internet connection via the app and they confirmed no fault and both TV and Internet was in good working order and no fault detected.  I am currently streaming the EE TV off WiFi only (fttp)

So my question is, would an ethernet cable running directly from the router to the EE TV box be of any use and stop this issue along with this I am having some pixelated issues as well.

The router is an EE router that is within 5M of the EE TV Pro box. I currently have 500mbps Full Fibre at the property with about 12-15 devices connected. Connection is also strong in the living room where the TV Box and router is located. All software on the EE TV box is up to date. 

If an ethernet cable is required to resolve this issue can anyone advise what cat cable is the best and compatible with the EE Router and EE TV Pro box. 

Could I use a CAT 8 Cable with my current setup of 500mbps Full Fibre, and would this work with the EE TV Pro Box and Router I would prefer to use the nest ethernet cable possible to resolve this issue. 

Can anyone help or advise on this @DarrenDev  are you able to assist from EE

Thanks 

[DarrenDev]

If the issue is wifi signal strength or interference then yes, an ethernet cable would sort it - CAT 8 would definitely do the job, but so would CAT 5e or anything in between.

We've done a bit of digging into your setup, and it appears that the TV Box Pro is fighting for wifi bandwidth - there are 2 iPads connected that are consuming an absolutely extraordinary amount of bandwidth.  Over 2 Terabytes of data downloaded today alone (since the router was rebooted last night).

Connecting a cable will fix it for sure, but maybe you could try temporarily turning off those iPads and see if you still have issues?

[Welshy89]

Hi 

Thank you so much for your reply @DarrenDev   will look at getting the CAT 8 WiFi cable to resolve this issue. I am a little baffled how you know and can find out the set up in my home with out me giving details 😂 clearly I'm not that technically minded. 

I am surprised to hear that the iPads are swallowing such a large amount of data. Would there be any reason for this as my two children have been in school all day and wouldn't have been using the WiFi. 

If I connect the CAT8 cable will this provide better band width to the TV Pro box and stop the internet connection dropping out and pixelation.

Apologies I am not the most technical in these situations so basic terms are best for me 😂.

Are you able to message me directly  regarding some queries I have 

Thanks 

[DarrenDev]

One of the many benefits of using an EE ID is that it gives you a single account to log into all our systems with, which also helps us serve you better by connecting all your data together.  Don't worry - this data is only visible to people in specialist roles like mine, so that we can help you with your issues.

Your internet bandwidth is more than fast enough, so connecting a cable between the EE router and TV Box Pro will definitely resolve this issue.  I see that you're also experiencing issues with one of your TV Box Minis though - I'd expect this to continue. 

You're welcome to email me directly at tv.apps@ee.co.uk with any questions.

[Welshy89]

@DarrenDev  thank you very much for your reply 

I was unaware of an issue with the Mini Box until a member of your team advised me about this. I am not sure what the issue is ? I know it was not running on the right and most up to date setting. 

How can I fix the mini box issue 

[DarrenDev]

Logs show that your TV Box Mini is reporting the same error as the Pro - i.e. the channels keep dropping out. I guess you're not noticing though?

[Guytree]

Afternoon,

I'm having similar issues of app TV not being available and saying not connected to the Internet.

Cabling etc looks fine.  Disconnecting router etc doesn't always work

Signal strength when using phones seems ok

Any suggestions gratefully received

Many thanks