Intermittent picture pixelation and sound problems.

[Matthew161]

Hello, i've recently moved to EE TV after twenty plus years with Sky and i'm having a couple of problems that I hope can be fixed.

We have the EE TV Box Pro and a Mini, and both are showing the same problems. Both boxes are in internet mode and are connected by ethernet cable to the provided EE Smart Hub Plus router. We have had no problems with the internet connection, and are receiving the 300Mbps we are paying for.

First Problem - We are getting intermittent pixelating of the picture and a drop out of sound that lasts for just a second or two and then goes back to normal. Sometimes this doesn't happen for a while, then it will happen every ten minutes or so. 

I haven't personally used the TV service as much as others in the house as I mainly use it for the football and other sports, but yesterday I watched the Charity Shield on ITV and some of the Olympics on the BBC and it was happening on both channels. I then watched a League One football match on Sky Sports and MMA on TNT Sports through the box and didn't notice it on either. Small sample size but I thought i'd mention it.

The Second Problem - This may be linked to the first problem and is harder to explain. As a gamer, it sort of seems like when you get a momentary drop of frame rate, but it's a bit different to that, and is at it's most obvious when watching the football. For example, I didn't notice it much yesterday during the 90 minutes, but during every penalty in the penalty shoot out it was very apparent, i'll try to explain it better. In the player's run up it sort of seems to slow down on/around him where your eyes are focused but you still see the full penalty. Like I said, hard to explain.

Both these problems are happening on both boxes and they are both there in the same place when I rewind the box.

I tried to have a look around to see if I could solve these problems without having to make a thread, but most people who are having similar problems were using aerial mode and/or a wifi connection, which we are using neither.

I also haven't contacted EE yet, as having a look around some threads on here there seems to be some knowledgeable people who may know what the problem could be, @DarrenDev was a name in particular that kept cropping up, and he seems to have inside knowledge and know what he's talking about 😀.

Thanks.

[Stephanie81]

@Matthew161

@DarrenDev 

I have 3 ee boxes 1 downstairs and 2 mini upstairs the one downstairs isn't a mini. And all running through wireless and we are getting exactly the same. I saying for Internet and tv and countless.timez it drops.out and the tv isn't worth watching due the freezing and pixelation. Yes have checked wires and Internet box. And yes it happens on all 3. I'm thinking of changing due to me not getting my moneys worth. 

[AlbertGee12]

Hi...

Been with EE TV for a couple of weeks now

Left Sky Q to join EE.

Disappointed with the amount of pixelating and stopping of picture and sound every day, compared to the Satellite SKY Q system.

I have WiFi link from hub to EE box, but only 1.50 metres away.

Any suggestions,guys?

Thanks, Malcolm 

[CHLOEBAGPUSS]

I think it’s about time EE did something to resolve this as there are so many people reporting the same issues.
Shame on EE taking money for a substandard service .

Sent from Outlook for iOS<>

[dbz7809]

Am I the only one suffering from poor Sound and Picture Quality? I now have to turn volume up massively becasue of the poor sound quality and the picture is dull too. No imoressed with with the EE TV service at all at this point. Also when I Set aprogram to record I just get a bookmark to watch it in the relevant channel app so no more FF through adverts? I feel like I have gone back 10 years in technology!

[Maus64]

You arent the only one.  We have switched from sky q as our signal lost due to trees. We have had ee tv for about 3 months.we have trouble with the sound too. And now our tv is pixilating the same as sky. We view through wi fi. We turn the volume up but it seems no louder. Its the same with the tv upstairs too. Then the music is deafening but you cannot hear what folk are saying. So annoying when trying to watch a drama or film

[scottiejambo]

We too suffer from pixelation and sound loss (I am having to raise the volume on my TV far higher than I ever have the past). The pixelation is so bad now that I have had to resort to plugging a freesat box into the existing satellite cables to obtain a signal that is stable. In all honesty, having done so, I do begin to question why I have EE TV as the freesat signal and box gives me everything I need. It is just a shame that the EE Pro TV Box doesnt come with a satellite connection instead of a freeview one (as we dont have a sufficiently good aerial on my roof).

I am not sure what next steps are. Broadband signal is great to be fair and we suffer no dropouts (and I work from home all day). We have the 500gb service.

Has anyone managed to cancel the TV part of their contract on the basis that EE TV is fit for purpose?

[Christopher_G]

Hi @scottiejambo 

Have you tried connecting your router and EE TV Box Pro with an ethernet cable? It may give you a stronger connection and fix these problems that you're having with the aerial.

Start using your EE TV Box Pro Proprietary OS | EE

Chris

[scottiejambo]

Hi Chris,

Thanks for the suggestion.

I haven't - but really I shouldn't need to. The EE Pro Box has WIFI capabilities so there should be no issue connecting via this method especially as the router is about 1.5 meters away

This is the same advice given by Sky when SKY Glass was launched. I was an early adopter and had to give that up due to the product not being 'fit for purpose'.

[TheGreys]

We have the same issue, but only with ITV channels or app. If we pause or rewind, it won't play again. We have to change channel and come back to it. Sometimes the sound will play, but picture freezes. Happens on main box and the mini upstairs. Tried wired and wireless, no difference. It becomes unwatchable! We get occasional internet drops - but this happens even when the Internet is stable and I'm working (from home). We've only been with EE since September - previously with Virgin. Starting to regret the decision! EE really needs to do better with this. 

[scottiejambo]

I really feel EE needs to take this issue seriously and provide a plan to improve. I like EE and I like the concept of EETV but the service needs to be stable for customers to feel value from it.