Juddering on streaming channels and live channels through EE TV Box Pro

[How4]

Hi, I have worsening screen judder through my EE TV Box pro & full works broadband. Despite many calls and an engineer visit I still get juddering. It makes no difference hard wired (Cat 7) or Wi-Fi. When I watch the same films/programmes via Wi-Fi on the Samsung Smart TV there is no issue so thinking it's tV box issue but I am on my third in a month.. When I checked the output using the Box Pro wired connection into the router the speed is 92 Mbps. Laptop via Wi-Fi is 250 Mbps & iPhone 450 Mbps.

I am told by EE techs that this is not uncommon yet they have not fixed it yet. Has anyone fixed this issue please?

[How4]

Hi, EE sent out another 'brand new' Pro Box last month and things were exactly the same. They were hoping for improvement as apparently they only send existing customers 'refurbished' boxes and the two I had have the same problem. Just to re-cap - on wifi to smart TV direct - no issues. The juddering is getting worse, creeping onto more Netflix shows, old and new, Prime and some mainstream TV when streamed not live. It also happens on HD non-smart Phillips which is on a mini-hub. The feed to my mini-disc boosters keeps crashing too but I assume this is a seperate issue. At least EE are keeping in-touch and those I speak to are as helpful as they can be.

[adamwhite2810]

This could be what I'm experiencing, I only use the box for recording live sport where it's quite noticeable, especially with motorsport. It's not unwatchable, but it should be better than just watchable.. frequent judders where the frame rate drops for a short time before going back to normal then repeating throughout.

I know if I report it to EE they'll just try and replace cables and box, but that isn't the issue, I'm sure it's to do with how they stream their channels and not a hardware issue, as this thread has shown, replacing the box doesn't help.

What is the point of this thread, no acknowledgement from EE but what do you expect, a large organisation like this will never admit to an underlying issue that actually needs addressing, they'll always just address these issues as isolated and treat them as such, thus never resolving the issue. Just because 80% of the customer base doesn't report it doesn't mean it's not a consistent issue with their service.

[adamwhite2810]

Sorry you're still having issues. It's good EE are engaging, but it's a shame they're not property looking at resolving the issue. Can you keep us updated on how it goes 🙏🏼

[DarrenDev]

Just think of these forums like a swan @adamwhite2810 - you don't see much going on here, but every post is seen and investigated. Posts that receive more "me too" comments do receive more attention, as it helps to know when many people are affected. 

Issues like this are harder to find, as we can't measure them. There are also many possible sources, right from the moment the video is captured, through encoding , delivery, caching, and finally displayed on your TV.

I did actually chase this one just a couple of days ago, but no progress so far. 

[Mollyb11]

Hi,

It would be great if you could keep chasing this up, as previously said, I have this issue for coming on 3 years now with everything replaced, so it definitely isn't a hardware issue, I actually thought about moving to sky this year because of the judder, hopefully someone can come up with an answer soon.

[adamwhite2810]

Thanks for the reply, and totally get what you mean, everyone has different televisions with different settings and setups etc., however if I can watch flawless sky sports via NowTVs app, I really should be able to on the EE box on the same television with no issue.

I imagine it's an issue with the streaming, but as you say there are many moving parts. If it helps I can always provide a thorough overview of my setup and a video of the stuttering - it's not severe, but it's always there and noticeable, if that would help or if any engineers request it.

[MarkyG2019]

I have the exact same issue on a Samsung TV. Very frustrating 

[DarrenDev]

@adamwhite2810 if you're able to provide a video demonstrating your experience, that would certainly help us better understand what you're seeing.

You could email it (or a link to it) to eetvsupport@ee.co.uk 

[How4]

Hi Darren,

This morning at 08:48 I had a call from an EE "senior tech advisor" who has reviewed about 7 videos that I have sent. After many many months, engineer visits and numerous tech calls both ways he announced that as my Samsung TV,  is all of 4 1/2 years old, it is incompatible with the frame-rate that the EE box pushes out. He suggested that I use anti-judder settings despite these not working in the past - they still don't. I requested an email to send to Samsung (I have spoken to their tech at length) to get them to check it out despite being out of their warranty but well within our UK Consumer Rights Act 2015 deadline of 5 to 7 years. And guess what - no email. This has all the trappings of 'send a nice guy out' so I will drop it. I'm sorry but I pay over £80 a month for my TV and broadband service and this is no way to treat a customer. Any ideas? 

Thanks

[adamwhite2810]

Oh no, it sounds more like an EE issue than a Samsung one.. considering it's happening to others with all types of televisions (mine is a brand new LG C4). Did they actually explain why they think it's a TV issue?

I mean we both know they don't know that, but have exhausted all options without actually considering it a systematic issue with how EE broadcasts their channels.