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?

[cwarrent]

Not sure what the Ice Hockey brand is BUT I have an Apple TV (the device looks like a hockey puck) and it performs flawlessly.

Further I've had issues on a Phillips and Panasonic TV.

My guess is that it's an issue with the hardware, the EE TV box and it's not an easy fix either because of the hardware rolled out or the effort to improve the software/firmware.

[DarrenDev]

The main issue here is that not everyone sees the problem.  It's hard to fix something that can't be seen by the people who need to fix it.

It's also a lot more important to some people than others.

[garybs29]

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@RobMU69 wrote:

I hope it's ok to jump in here regarding the judder issues. I get some of my tv from a 'competitor' and some from EE (a mixture I took because of various deals etc). The competitors 'box' (think ice hockey and you'll know who I'm talking about) has also begun to experience quite bad and very noticeable judder on live tv and apps. I'm not trying to say it's related but I am beginning to think there's something going on within the supply chain and maybe not necessarily simply a particular device issue.

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I'm pretty sure you're ok to mention Sky by name on here

[RobMU69]

Good to know @garybs29 

I got booted from the BT community back in the day for mentioning Sky 🤣

[How4]

The people that can fix the problem have examples of the judder including film taken by an engineer. It renders some series on apple TV and Netflix  unwatchable at times.

[bigsteve47]

so is there a fix for this or is this another EE 24 month wait for nothing to happen like the previous router firmware fiasco? all of my sky sports channels are juddering, seems like sky movies are not juddering which is weird 

[DarrenDev]

@bigsteve47 your issue isn't judder.  It's packet loss.

[bigsteve47]

How? Why would sky movies be smooth and every other set of channels apart from sky sports? It doesn't make sense

[DarrenDev]

Different encoding bitrates - I'm guessing the bandwidth is right on the border between them.

[How4]

From many months of searching the issue seems to be the Pro Box having to deal with 24/25/50/60 Hz for streaming apps? Apple TV+ is one of the most demanding streamers due to very high production values etc. Even normally OK Channel 4 gets hit on the Pro Box when watching some sports (F1 live this summer). Netflix also a tough one.

The judder only occurs on the EE TV Pro. The identical content is smooth using the Samsung TV's built-in streaming apps over the same broadband connection. The issue is most noticeable with Apple TV+, common with Netflix, occasional with Prime Video, present on Channel 4 Formula 1 coverage, and absent on TNT Sports and most broadcast channels. This points to the EE TV Pro's frame-rate handling rather than a broadband, Wi-Fi, HDMI or television fault

Does anyone know;

• Does the current EE TV Pro firmware support automatic frame-rate matching (24/25/50/60 Hz) for streaming apps?
• What are the known issues with frame pacing or judder in Apple TV+, Netflix or Prime Video on the current firmware?

Thanks