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Sky HD issue

MattT1977
Visitor

‎18-08-2025 11:29 PM

Hi, I’m an EE TV customer and I’m having a persistent issue with Sky Sports HD channels.

 

• Sky Sports HD glitches badly / fails to play.

• TNT Sports HD works fine.

• NOW TV app streams Sky Sports with no problems.

• My EE TV box is wired via Cat5 Ethernet, so this isn’t Wi-Fi related.

• Other customers have reported the same problem with error code BTP-11195C on the EE Community Forum.

 

This looks like a Sky Sports HD multicast feed or EE TV box firmware issue, not a broadband line fault.

 

Please could you:

 

  1. Check if there’s a known fault ticket open for Sky Sports HD on EE TV.
  2. Confirm whether there’s a firmware/software update pending for my EE TV box.
  3. Escalate to the EE TV technical team if needed.

 

Thanks — I’d appreciate it if you can log this as a technical fault rather than just broadband troubleshooting.

0 Helpful
1 REPLY 1
DarrenDev
EE Product Expert

‎19-08-2025 11:06 AM

BTP-11195C specifically means that the user isn't entitled to watch the channel (not part of their subscription), so isn't related to your issue.

Could you please describe more about the Ethernet connection?  Is it a direct cable from TV Box to Smart Hub?  Anything in between? How long is that cable?

The reason I ask is that Sky Sports HD channels run at a higher bitrate than TNT Sports - if the Ethernet connection is limiting to 10Mbps then it wouldn't quite be enough to maintain a Sky Sports HD signal, but would be good enough for TNT Sports.

If you check TNT Sports Ultimate, I would expect that to fail very quickly.