EE pro box issues?

[WaveyDavey59]

Has anyone else found more issues using the Pro Box with EE router than the old BT Home Hub?

Especially TNT sport.

[DarrenDev]

There is a known issue that live video may stop after 4 minutes 20 seconds under certain conditions.

Some have a fix available, others don't yet.

[WaveyDavey59]

Spent over three and a half hours on live chat with various restarts and updates and ended up with all channels freezing about about five seconds.Ended up in worse place than before contacting them.

Engineer coming here tomorrow.Hopefully he can do something as had the hub a week and TV box about three months.

I can sit next to the TV box and get test results of about 700 Mbps but can't watch anything on it yet my hisense smart TV works ok on WiFi!

Riddle me that 

[DarrenDev]

I've just looked at your line stats.  The signal is absolutely perfect with zero wifi interference, and yet your packet loss is atrocious - one of the worst I've seen. I can see why TV would be completely unsustainable on that.

I don't expect the engineer to be able to identify or fix that, as it's not their area of expertise. I'd be happy to be proven wrong though.

If you don't have a satisfactory result by the time the engineer leaves, please let me know and I'll raise a fault for a proper technician to investigate.

[WaveyDavey59]

Engineer booked through live chat never turned up so wasn't booked obviously despite having transcript of chat saying they had downloaded.

Live chat now basically going through what seems to be the same performance as Tuesday with no result.

Help.

[WaveyDavey59]

Can you move this forward for me please?.I can only get normal channels with TV aerial in all network channels freeze.

I don't seem to be getting far with live chat quoting response in 24-48 hours for level 2.

[DarrenDev]

Fortunately the person you spoke to yesterday followed the correct process - they've raised a ticket into HTL2, who will investigate the fault from our end. No engineer visit should be required.

I can't promise a fast resolution - there are many different things that need to be investigated.  Sometimes it's found straight away, and other times it needs multiple tests at different parts of the network.

[WaveyDavey59]

Thanks for your response.This problem seems to be a commonly reported issue on here so I am concerned that there isn't actually a solution and the ee pro box generally has an inherent technical fault?

It's also concerning that escalating an issue could take up to two days for someone to respond to.

[DarrenDev]

People don't post on forums when something works - only when it doesn't. For every post you see on here with it not working, there are thousands of others for whom it works fine.

The issue you're reporting isn't common though.  IPC6023 is the error code shown when the TV Box isn't receiving enough signal to show video - most of the cases reported on the forum are where NO signal is being received.  In your case, it receives some, but not enough to keep up with a live video stream - something is degrading the signal or capacity to the point that the TV Box gives up.

I've never known a case where the fault was with the TV Box.

Please don't try escalating any further - someone will be in touch very soon. It's in the right queue, and will be picked up today for initial triage.

[0scar1]

Yes I seem to get more sense from chat gpt and google Gemini. It’s obviously a known problem and even if someone is working on it, I don’t understand the excuses for not returning calls as they promise.