Netflix Streaming Quality on TV Box Pro

[LaurieT91]

Hi, hoping someone can help. I recently got EE TV and have the pro box downstairs, and a mini box upstairs. Router is in the same room as the pro box.

Whenever I'm watching Netflix on the pro box, it keeps limiting it to 480p. I have the Premium Netflix plan that supports up to 4K, and when doing a speed test in the Netflix app I'm getting 50mbps. The mini box upstairs works fine, but the pro box is a nightmare. If I reboot the box it will work fine, then after a while it's back to 480p. I just don't get it? I'm sick of having to reboot the box to get a decent picture!

Nothing I've tried so far seems to work. I've logged in on the website and select best quality, I've reset my router, I've even factory reset the pro box, but nothing is working? 

[Leanne_T]

Morning @LaurieT91 

Thanks for coming to the community and letting us know everything you have tried so far. 

Could I just check, have you tried a different HDMI cable to see if this happens?

If you follow the steps on the Selecting picture resolution on your EE TV Box Pro, page and check if HDMI Frame Rate Matching is turned On, if so can you turn this off to see if this helps?  

Thanks 🙂

Leanne. 

[Chogbill]

Did you ever find a fix for this? I'm having the EXACT same issue and there doesn't seem to be anything that works. Pointless paying for HD when it doesn't work but if you switch to the next tier down you have to watch ads.

[LaurieT91]

I got a new HDMI cable as suggested above, which seems to have helped. Bit rubbish you have to get a new, expensive HDMI cable for the box to work properly - I had been using the supplied cable. Next issue I'm finding is that the box itself doesn't support any HD content when streaming on the Channel 4 app. All in all, a disappointment switching from Virgin Media to EE. 😂 I've resorted to my trusty Roku box from about 100 years ago if I want HD content on either app. Good luck.

[Chogbill]

Ooh I'll see if I've got any more HDMI cables knocking about then, thank you. Doesn't really make sense but its worth a try!

Literally as I got the notification of your reply I also discovered that channel 4 won't stream above what looks like 240p. Same with youtube too I think! Other streaming apps work fine though 🤔

[Midnight_Voice]

@Chogbill 

Where do you see 240p, or is that just a subjective opinion?

(It’s one I’d share, but I’d like to see the bitrate objectively).

[Chogbill]

Purely subjective, but Netflix does tell you the bitrate, and mine will not go above 480p unless I switch the box off at the wall. I might get an hour or so of full HD after that, then back to potato quality. The 4od app looks about twice as bad as netflix at 480p so I think 240 would be accurate!

[Garethrprice]

@Midnight_Voice 

In Youtube app click on UP 

Go across to SETTINGS

Click down to STATS FOR NERDS

A box will appear top left. NB: This remains as a permanent show if you go to other videos until you untick it