New Customer to EE Broadband and EE Tv - Sound buffering / hiccup on live feed

[dbz7809]

I am experiencing buffering/hiccup on live tv. Not sure if it is a broadband issue or EE TV pro box issue. I have changed all my HDMI leads to 4K compatible and still have the problem. Is anyone else having these issues? It is very annoying and not sure I can put up witht this!

[Azza3787]

I have the same problem , I'm getting feed up of calling EE , and not getting no where

[dbz7809]

Have they suggested any solutions?

[dbz7809]

Can I ask do you have voice control on your remote. I am beginning to think they have given me a refurbished box!

[Peter_W]

Good morning @dbz7809.

Welcome back to the EE Community, and thanks for reaching out to us about this. 

I don't imagine the HDMI leads you're using will have an impact on buffering and stuttering, as this is more likely going to be linked to your internet connection. 

Are you using your box purely in IP mode or via an aerial? 

Also do you have this connected via WiFi or Ethernet?

Peter

[dbz7809]

I use my box purely in IP mode. I connect via Wifi. I have full fibre Broadband at 750mbs (400 guaranteed). This is not an acceptable service and I am considering returning the equipment and going eleswhere for the service.

[Peter_W]

Thanks for confirming all of those details @dbz7809.

Based on the speeds you're predicted with your connection buffering certainly shouldn't be an issue here. 

Are you in good range of your Hub when using this? 

If you have Netflix there's a speed test within the app that you can run to check what the box directly is receiving, or alternatively you can run a speed test from any device at similar range to get an idea of this.

Peter

[dbz7809]

I am 15ft from the hub and get good readings on speedtest.net

 should my pro box have voice search? I am beginning to think this is a reconditioned box that is defective. I don't have a problem with terrestrial channels but sound quality is poor on any EE box apps needing a lot higher volume and sound is muggy!

[Peter_W]

@dbz7809 The Pro box doesn't currently have voice search available, but it is available through the Apple TV Box. 

Is it giving you this option via the app's software, or if you press the search key does this redirect to the normal search menu?
Peter

[dbz7809]

I get the menu system when I press the search button. I have arranged with technical support for an an engineer to visit next week. that is the earliest appointment.  Meanwhile I pay for for a substandard service!