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?

[Weerab2024]

@cwarrent if your in contract and pick the Now TV EE option, you can't pause Netflix.

If you want to go down the route with your own apple TV box your free to subscribe to what you want but you won't have all the benefits of the EE app with the IP channels or entertainment channels accessible through it, this is only for EE TV customers with the customised Apple TV box in a contract. 

[DarrenDev]

@Weerab2024 unfortunately the option to switch to Apple TV mid-contract is no longer available (no-one knows why).  It won't even allow a new contract to be started to do it, unless the broadband is also upgraded as part of the order.

I don't think it was intentional, but it can't be fixed at the moment.

[cwarrent]

Cool and thanks both for chipping in.  Apologies for the high jacking of the main thread issue.

Hopefully someone can update on if there's anything that can be done to improve the display performance of the EE TV boxes.

[Weerab2024]

Disappointing about the swapping situation, hopefully it can get resolved at some point. 

@cwarrent there are regular updates but there are no release notes as such. 

It's a bit of a guessing game to see what has been added/removed/resolved. 

[LukeF99]

Just found this thread. I suffer from what sounds like the same thing which coming from someone who works in broadcast is very noticeable and frustrating. I have a Samsung S90C Oled tv and a TV Pro box. In my case I have found it doesn't occur on every channel, I've never noticed it watching Sky sports for example, but moreso on free to air channels like ITV. In fact ITV seemed to be the only channels it was happening on but recently it seems to have started on BBC and channel 4 group too. Issue is exactly as described above, intermittently seems like frame rate goes wonky or skips frames before returning to normal. Particularly noticeable on slow panning or as someone moves their head on a game show for example - catchphrase, 1% club are key examples. Never noticed it on films on the same channels, which makes me think it's definitely the way the box is displaying certain content. It also happens in the exact same places when recording the programme aswell which I think is very telling. The other day I got in contact through the online chat which eventually resulted in an engineer and box replacement (did have the older BT branded pro box and now have the new facelift EE pro box ) so was hoping that would sort it but made 0 difference. As in a previous reply the issue is beyond the live chat help so just a waste of time for all involved.  Anything else on the native TV apps or other inputs don't have the problem. Also never had this when had Sky Q previously. 

[AdMaths]

This thread makes for depressing reading...my TV has started doing this, but (currently) only on the "live" channels - BBC, ITV, etc.   I changed nothing in the set up leading up to this, and tried every reset since to no avail.   Broadband is working fine, no glitches even when streaming on multiple devices.
Thankfully my contract is up in September, so I'm not going to faff around any further - I'll change supplier as soon as I'm back from holidays.

[Leanne_T]

Morning @AdMaths 

Thanks for coming to the community. 

When you get back from your holiday, please get in touch with our TV tech guides and they will get the connection looked into and help you further.

Let us know how you get on. 

Leanne. 

[RobMU69]

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.

[How4]

Hi Rob,

Do you have a Samsung TV? There seems to be a common thread here. I had an email that stated as the problem does not affect enough people they won't fix it. The Tech 2 team have gone silent. Such a shame.

[RobMU69]

Mine is a 6 year old Panasonic. The smaller tv in the bedroom is a Samsung and it's experiencing the same issues.