Screen freezes and then refreezes

[Bill421]

Two days ago I transferred from Sky TV (with which there was never a problem) to EE TV with an EE Smart Hub Plus. About 40 minutes into watching a programme, the screen freezes and a message is displayed giving suggestions about what to do. Having fixed it, it then happens again some 10 minutes later. Very annoying as it never happened with Sky!

The software on the EE hub and the EE router is up to date. I have turned on/off both the hub and the router. Can you help?

[Lesley_W]

Hi @Bill421 

Welcome to our community. 

When the message comes up, is there an error code? 

Lesley

[welshbishop]

I get the sane  problem my screen flashes to. 

[Lesley_W · Accepted solution]

Hi @welshbishop 

Have you also recently moved to EE TV?

Lesley

[welshbishop]

Yes
Sent from my iPhone

[Bill421]

Hi Lesley! Yes, IPC6023. I have done a factory reset of the EE TV hub and restarted the EE router. It froze again last night. This never happened with Sky, and so seems to be a specific EE problem.

[welshbishop]

Same here all the time no problem when I had sky.
Sent from my iPhone

[welshbishop]

By the look of it I will have to wait till my tcontract is up and get shot of it and go back to sky. 

[Katie_J]

Hi @Bill421. 

I would recommend giving us a call and speaking with our technical care team who can escalate this to the relevant team if a fix can't be found. 

Katie

[Bill421]

I called 150 and hopefully the problem is fixed (the EE router needed to be updated on line).