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?

[DarrenDev]

When you say judder, do you mean literally judder - frames dropping during movement on screen?  Or do you mean buffering, where the video stops playing for a moment?

If it's judder, then what content is affected?  Channels, or apps?  When you see judder, are you able to confirm what refresh rate your TV is running at (the TV should have an info overlay to show this)? Have you turned on the option to match frame rate in the TV Box display settings?

Edit: sorry, just noticed you mentioned channels in the title of the post. So are you able to confirm what your display settings output is set to, and what your TV says it's running at?

[How4]

Hi, It 'hesitates' for a fraction of a second every few seconds say, when panning across a wide scene. I was advised this is 'judder'. Unfortunately my Samsung Smart TV does not overlay the refresh rate.The EE TV Pro box currently does not support frame rate matching. It outputs a fixed resolution and frame rate (usually 2160p 50Hz or 60Hz). The engineer tried setting  the resolution to 1080p 50Hz – it didn't work. I also have a mini box on a non-smart HD TV which also judders on some channels.

Just to be clear, there is no juddering when the TV is the source, taking it's feed directly via WiFi from the router and missing out the EE bbox. 

Thanks

[DarrenDev]

Yes, that's judder.  It's most frequently caused when the content frame rate doesn't match the display (assuming the issue isn't at source).  Broadband speed or wifi strength won't affect this.

All the channels are broadcast at 25 or 50 frames per second - this is the UK standard.  If you're seeing the issue when watching live TV then it's likely that the TV isn't switching to 50fps mode.

What model of Samsung TV do you have?  Does it have a gaming mode, or any other TV mode that could possibly be interfering with the frame rate?  Some TVs have a setting for smoothing, which can actually have the opposite effect.

[How4]

Hi, Thanks for the swift response.

It is a Samsung UE50TU8500U 2021 version. Smoothing via picture clarity settings is Off and it's running in Film Makers Mode.

The problem was initially on streaming channels (only through the EE TV Box Pro), Netflix and Apple TV+ then on iPlayer and on Sunday it made watching the F1 on Channel Four unwatchable. Switching onto the TV as source fixed this, (as it does when watching Netflix etc through the TV only).

Samsung techs advised that there was a history of internet drop-outs. The TV self diagnostics advises that 'there may be freezing of the picture' but neither the TV or Techs have told me what this may be. I'll contact them again. Thanks

[How4]

Hi Samsung say the massage on the screen regarding image freeze is generated as a response to external devices being attached such as the EE TV Box pro.

[How4]

THIS IS NOT SOLVED!

So, since my last post I have had a BT engineer and EE home tech visit (very good service). Unfortunately, although they could see judder when connected by the EE box they could not solve it using the settings on the box and in the TV, including a new HDMI cable to the new box. 

I have since sent an emeail to 'EE Tech 2 Team' of the juddering Suid Game on Netflix via the box, and a non-juddering Squid Game via the Smart TV wirlessly streaming through the Hub. 

Fingers crossed that this sorts it.

[How4]

Hi, I have started a new stream as the old stream was noted as solved when it is not.

So, since my last post on juddering I have had a BT engineer and EE home tech visit (very good service). Unfortunately, although they could see judder when connected by the EE box they could not solve it using the settings on the box and in the TV, including a new HDMI cable to the new box.

I have since sent two videos via an email as requested to the 'EE Tech 2 Team' of the juddering Suid Game on Netflix via the box, and a non-juddering Squid Game via the Smart TV wirlessly streaming through the Hub.

Fingers crossed that this sorts it. If anyone has any more ideas they would be very welcome.

Thanks

[DarrenDev]

It was you who marked it as solved @How4 - you clicked the "Solution" button.  I've unmarked it.

[DarrenDev]

I'm not convinced we're going to find a solution to this - it sounds like your TV just doesn't play nicely with the TV Box Pro.  We'll see if they manage to come up with anything though.