New EE TV Pro Box affects broadband speed

[IanH9]

So, new box setup yesterday, 301 channels found.

However, when the box is switched on the broadband speeds plummet and makes internet access from other devices very slow and unreliable. So, I unplugged thr box and re-installed my old BT TV box. Problem goes away.

Is the box supposed to be downloading lots of data after a fresh install (and why) or is it a genuine fault ?

TIA.

[DarrenDev]

@IanH9 it has been raised as a fault for further investigation - someone will be in touch.

[wgwright]

@DarrenDev I’m also having similar issues. I have FTTP 900 and I was previously getting download speeds of between 850 and 900 measured using the Speedtest App. However with my EE TV pro box in use I’m struggling to get anywhere near this with a maximum of around 375Mbps. Grateful for any help.

[GraemeCor]

Hello,

I am visiting this page as i have the same problem as @IanH9 . 

Only yesterday did we install a new EE Router, EE TV box, and 2 mini tv boxes. Whereas before, a speed test with fast.com would record 260mbps on a mobile device. We are now recording anywhere between 1mbps and 60mbps it fluctuates a lot and this only happens when we are watching tele on one of the new tv boxes. When we turn them off we're back up to 260mbps.

All boxes are connected through ethernet. 

Speed test done on Playstation which is wired still records 900mbps so no issues with wired speeds. Only when tv boxes are on does wifi speed on mobile devices plummet. 

[DarrenDev]

Thanks for raising this @wgwright @GraemeCor - I've added your notes to the investigation

[GraemeCor]

Did you get any more help on this?

[David-TVTech]

Hi @IanH9 , Darren Dev kindly forwarded details of the case to us on the TV Technical Investigations team to take a look and I'd just like to check a couple of things to confirm details.

Looks like your TV Box Pro is (was) connected to Port 3 of your Smart Hub 2, which is reporting a connection speed of 100MB/s - ping time still looks in threshold at around 1ms with the DTRT2100 but can I check if you are using the supplied Ethernet cable and/or any extender between the TV Box and the Hub?

It would be useful if we could arrange a time to have the TV Box Pro reconnected to get some traces done to establish whether there's any network or DNS issue contributing. I'll drop you a PM to see if we can get that set up.

Thanks

David

[David-TVTech]

Hi @GraemeCor we're working on this currently, though I can see you've a different set up the original post. Can see you have the 1 GB service but am not seeing a EE/BT Router as the gateway for your TV boxes, are you using a 3rd party router to connect to the ONT?

[David-TVTech]

Hi @wgwright added you to the list of interested parties. I can see you have the 1000/115 Mbps FTTP and a EE SH3B Router and the line has shown all tests passed with no network fault found. Looks like you have the Extra box option with the Mini Box, do you know if the issue also occurs when that box is the only one is use?

[IanH9]

Hi David,

I am using the supplied cable and it directly connects the hub to the TV box, no extenders.

Happy to assist in further trouble-shooting.

Regards,

Ian

[Peter_W]

Thanks @IanH9.

Have you tried testing this with just the one box like @David-TVTech recommended?
Peter