TV Box freezing

[Pomvek]

Hi, we upgraded to full fire last week and since then live TV keeps freezing about every 4 mins with a broadband issue message. If I change channels it works again but again freezes after minus. Watching BBC Player etc is fine. Only affects live TV.  Everything was fine prior to the upgrade to FTTP. 

I have rebooted router and reset TV box with no success in resolving problem.

Spoke to EE who are sending a new Box. However, from my research on here, it may be a problem with the router software that needs a patch.

Please can anyone help in resolving this issue.

Thanks

[DarrenDev]

You are correct @Pomvek - this isn't an issue with your TV Box, and a replacement shouldn't have been sent.

Your video is stopping after exactly 4 minutes 20 seconds, which means it's suffering from one of a few known issues.  I've asked a colleague to take a look - I'll update here when I know more.

[Pomvek]

Thank you for your prompt response. 

[DarrenDev · Accepted solution]

Quick update: we've applied a patch to your hub and are testing the results now. You're welcome to test for yourself too, if you're at home.

We were unable to cancel the new box from being sent (it was dispatched earlier today).  Please just send it straight back when it arrives - it won't change anything.

[DarrenDev]

Update: our testing confirms that TV should now work for you, HOWEVER the patch is only temporary - if you reboot or turn off your hub then it will be lost.  Please leave it turned on for now.

We're working on an auto-deploy patch for all affected devices, until the permanent update is ready.

[Pomvek]

Understood. Thank you again for your help. 

[Bunker124]

Hi, sorry to jump in on someone else's post but I am having the exact same issue after getting full fibre installed on 26th of march.

I have just subscribed to the full EE tv package after leaving sky. Live tv freezing after 4 mins 20 secs, if I go up a channel then return it works for another 4 mins 20 secs and so on. 

I would be obliged if someone could look into this issue please.

Thanks.

[DarrenDev]

I can confirm you have the same issue @Bunker124 .  Your hub should auto-patch itself with the fix, but it doesn't appear to have happened yet.  I've manually patched your hub for now - please do not restart it, as it will lose the patch.  Your hub should start auto-patching itself after reboot within the next few days.

Your TV service should now work correctly.

[Bunker124]

Thanks for the quick reply. The issue seems to be rectified now.

Thanks 

[Jimb0b]

Another one with the same problem. Freezing on live tv every few minutes but apps seem fine. Recently upgraded to full fibre but issue has become noticeably worse in the last week. Rebooted hub and tv box but no improvement.