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]

I've found that by using my Apple TV 4K 3rd Gen and using the "Match Framerate" setting, the issue is not present.  I assume the EE TV box doesn't have this feature currently.

Does this then link to an issue with some devices (e.g. EE TV box) but also some of the TVs being older (or least in my case) ?

[Mollyb11]

Hi,

I have a Sony Bravia Oled and have the same problem, I have reported in numerous times also, it is definitely not a tv issue as the last time I had a "technician" out, we tried another tv, an LG, and it had the same problem, the guy took a video of my problem, but considering that was 18 months ago I take it nothing is getting done!

[adamwhite2810]

How did they leave your issue? Did they close it, or just "escalated" it internally and nothing since? Might be good to follow up if you haven't in a while!

[Mollyb11]

They just left it as was and said they would keep looking into it as there are software updates all the time, the last technician that was out wasn't really interested to be honest, I'll chase it up again for any updates.

[DarrenDev]

@How4 I've looked at the notes on your account, and can see that basically he's exhausted everything he can do.

Your TV is reporting that it's preferred native resolution is 4K @ 60Hz, but it does support 50Hz too, and should display it OK - you can verify this for yourself if video appears smooth through apps on it (e.g. sport in the discovery+ app would be a good way to check).

Can you please email me a sample of your experience? I'll add it to my investigation.

[How4]

Hi Molly, please see my response to Darren in tech. Apparently it has been escalated to Tech level 2 and they are saying there is nothing more they can do - it's my Samsung TV. I am still not giving up as this ust not not acceptable. A similar thing happened with the EE Box throwing external sound systems off-line on certain channels. Denial then, Oh, a fix... If anyone suffering judder has not done so please open a complaint. All the very best.

[How4]

Hi Darren,

How do I email you please?

Thank you

[DarrenDev]

Can you please email it to eetvsupport@ee.co.uk

I would also recommend anyone else affected to make sure you've added your name to this post - including the TV make and model would help too.  I wouldn't recommend raising a complaint, as it's only going to bog down a team who aren't equipped to handle it.

Add your comments here, and let me see what I can do - I have connections to all the right people to investigate this.

[How4]

Thanks for the info Darren,

I will email clips again shortly but they should all be on file. Strangley Discovery+ is the only one that is not an issue though even Channel 4 was juddering in the summer. It does not happen when I watch on the TV via internet without the box. By the way EE sent me a 10m ethernet cable which made matters worse - not sure how that's anything to do with frame rate.

Thanks again.

[DarrenDev]

Files don't get added to your account - only emailed to the person you sent them to, and then deleted when no longer needed by them.

When you say discovery+ isn't an issue - are you referring to the app on the EE TV Box?  Or directly on your TV?

We can't offer any guarantees on the video quality in the apps, however the channels should work well - that'll be our focus.

Sending an ethernet cable will have been to eliminate packet loss as a potential source - I'm surprised it would make it worse though? That's interesting to know.