Fed up with EE TV recording problems

[PL1957]

We have 3 recurring problems with recorded programs that are making my wife and I regret changing to EE from Sky.  It has reached a stage where my wife is reluctant to record anything because it either fails altogether or we don't get all of the program.  We would be grateful if there are solutions to these problems otherwise it will be getting cancelled as soon as we are out of contract!

1/.  Failed to record - this happens frequently and usually with programs set to record a series.

2/. Only records part of the programme - sometimes it only records half of the program, other times misses the last 5 minutes or so.  Displays a message that "This recording has ended".

3/. Fast forward freezes and returns to the beginning of the program - happens extremely frequently.

Thanks in anticipation for any help

[Dave_Ro]

Neat! 

For anyone following this thread, I'm still having problems but I took up @LucyfromEE's offer to send her the details by PM. I'll post if a solution emerges.

Interesting, and encouraging, that EE can read the logs on the box.

I wonder if the OP is still having problems?

[DarrenDev]

@Dave_Ro YouView provide us with access to some logs from the TV Box, but a lot of the data is redacted for privacy reasons. For recordings, we can tell if it failed or partially succeeded, and it usually gives us a reason why (not always). It doesn't tell us what you were recording, or how much of it succeeded.

[Dave_Ro]

Thanks. I'll continue to monitor the recordings and provide Lucy with screenshots of failures.

[PL1957]

Hi, this is the OP

Current situation is as follows.

After contacting customer service by phone I was asked to do a full factory reset of the box, it is important to note that this deletes all recordings. After doing so it seemed better for a few days but then began to behave exactly as before.

The most frustrating problem is part recordings - these may be for example that 45 minutes of an hour programme is recorded or on some occasions just missing the last 5 minutes etc.

At this point my wife was completely fed up with EE TV and I phoned customer services again, this time they sent a replacement TV Box Pro. The replacement box has been installed for 6 days and so far has been recording complete programmes (he says with fingers tightly crossed).

However, we have had a couple of failed recordings on TNT Sports already. It also has the same problem as the previous box that when fast forwarding through adverts on a recording it freezes and returns to the start of the programme. You then have to fast forward through everything you have just watched which is rather frustrating!

Time will tell if this box is more reliable but all in all my confidence is not high. I will say that customer service by phone have been helpful.

[Dave_Ro]

I did a factory reset too - having read that it might help with EPG-related problems. I took the option to keep existing recordings. In fact it kept the recording schedule too, so I deleted that and set it up anew. It hasn't solved the problems but they might have changed. Time will tell.

@DarrenDev said above that they were working on 2 problems. The more data we give them the better.

Why is this thread marked as solved BTW? Can it be unsolved?

[johnbhoy1979]

Hi

Yeah it's just the worst service.   Don't know how it's actually allowed.  Had countless problems with Ee tv.

So much so now I've just disconnected the box pro and stuck it under my bed.  It's pointless. 

I'm just going through the motions to finish the contract now that still has a year left.  Anyone I know that wanted to change to Ee I have put them off.  

[Dave_Ro]

@JoHOK, you're **bleep**ed off. I understand. But posting that it doesn't help much. I looked at your posts and it seems you have problems with series record. Is that right? My wife doesn't use series record - at least not for TNT/Sky Sport.

I notice a post by @zulu17 from 3/11/25 quoting @DarrrenDev: "Unfortunately, for now, the recommendation is to schedule programmes individually instead of series record."

What's you current experience recording single events? 

[Dave_Ro]

BTW, EE, why do I have to sign in and provide a mobile phone 2FA code every time? I posted only yesterday! Can't you remember me for week or so on the same device? I'm not refusing cookies.

Firefox on Android.

[robh661]

I think one idea that EE could pinch from Sky is set your own recording window, instead of relying solely on the EPG.
That way you could set the box to start recording say 5mins before the scheduled start and end say 10mins after to catch any over runs. As a lot of the times unlike Sky. The box won’t record after the EPG programme window. 

[graybag]

Just in case you are unaware @PL1957  - If a Recording returns to the Start the easiest way to return to where you were is to press a Number on your Remote,these will take you quicker to about where you were  as 1 goes direct to One Tenth through,2 to Two Tenths through etc. (so 5 takes you to Halfway through and so on).