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 Darren,

The Discovery+ is fine through the Pro Box - the rest of the streaming channels have issues depending on the series or film to varying degrees. Main TV channels are mainly OK with the odd issue. There is no problem on anything through the internet etc when the Pro box is turned off. 

I'm on the phone at the moment as the Mini disc Wi Fi plus units keep dropping out. (Just an hour so far.) I'll send the videos as soon as I have finished. Apologies for the delay.

[How4]

Hi Darren, videos emailed Thanks again

[How4]

Hi,

Well it's now 2026 and the EE box still causes judder on a selection streaming services. Is there any fix on the way for this?

Thanks

[Peter_W]

Hey again @How4.

Which services are affected at the moment?

Also did you notice any changes after sending the details over to @DarrenDev back in October?

Peter

[How4]

Hi,

I have excatly the same judder on the same services, AppleTV, Netflix and Discovery are the worst.

[spaceslug]

It seems this thread has been running for ages without resolution. I've just migrated from Sky to the EE/BT TV Pro box which is great, except for the judder on video. My issues seem very specific however; I get notable judder on Netflix and Paramount Plus while Prime Video and iPlayer and others are fine, as well as live TV. Have tried all of the above recommendations without joy. Sky used to be fine, Google Chromecast and Amazon Fire Stick also work on the same connection without issues. Why are EE/BT dragging their heels on a fix for this? 

[cwarrent]

I think on reflection while it's a great attempt at an all in one box with recording features, it's a little flawed.  Maybe they can improve things via software updates but their hands may be tied (not sure if they develop it or rely on a hardware manufacturer), it's hard to know.

I was curious if my old TV (I've just bought a new one) was causing issues (maybe) but I still see non fluid frames. I've bought an Apple TV device and that has frame matching as a feature which even on the old TV did a good job on making everything silky smooth.  I now prefer to switch to the Apple TV hardware to watch Netflix, NOWTV, Prime, iPlayer etc..

When my two year period comes up (in 12 months time), I think I'll drop the TV box.

[How4]

I have had judder for over a year now and it's migrating to other streaming channels so it's getting worse not better. It also cost me a sound system as it started kicking the sound off. It is really very dissapointing - they were in touch but gave up. I'm now considering getting in touch again:

• Section 49 of the Consumer Rights Act 2015 states that every contract to supply a service is to be treated as including a term that the trader must perform the service with reasonable care and skill - juddering definately falls within this.
• The Act also requires that services be supplied as described — so if your provider promised a certain quality of TV signal or service, and isn't delivering it, you have a statutory right to a remedy.
• Your telecoms provider may say that you will incur a cancellation charge if you wish to switch to another provider — but this is not true if you have good reason to do so under the Consumer Rights Act 2015.

If any EE facilitator want's to get in touch to save me hours on the 'help line' please feel free.

[Weerab2024]

@cwarrent if you like the apple box and don't mind missing recording on the pro box you can phone EE and swap the pro box for one of their apple TV boxes and you get the EE app with all of the free to air IP mode channels along with your subscription channels in the same app. 

[cwarrent]

That's a great shout, thanks.

Now I have two Apple TV devices in the house, I'll need to make the call (at renewal), do I save on the monthly fee paid to EE, while aware it includes Netflix and NowTV, or do I stop the payment and jump in and out of Netflix as needed.