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]

Yours isn't the same issue @Jimb0b -the issue above causes freezes exactly 4 minutes 20 seconds after starting, and is caused by a known bug.

I can see that you're having problems with data loss, causing picture breakup and occasional freezing. It seems to be especially bad in the evenings, despite the wifi signal to your TV Box being extremely good. The only suggestion I can make is that you call and report it as a fault, as I think it's going to need much more detailed analysis of line conditions.  If you have the option to connect your TV Box with an ethernet cable I would suggest doing that for 48 hours first to eliminate local interference as a possible cause.

[Jimb0b]

Thanks for the response. I was going to call them anyway.

[borobob]

Is the problem caused by broadband upgrade work in your region. I am having these problems, but I am aware of broadband interference that causes freezing and loss of control of you remote services.

I think a full reset might help. EE and BT should really explain this to customers who first start to complain about the fault. It seems that the tech people are not communicating with broadband engineers.

I have said the lack of basic customer information is a real problem. I don't think they take enough notice of these issues.

Also please include Talking Pictures Ch82 to your broadband service - another request!

[B1lly999]

Hi Darren mine is also freezing, a person from EE said it was open reach who had to do the fix and it would be within 24 hours, is this correct, if not could you patch it for me please.

kind regards

tony

[Jimb0b]

I contacted EE and they sent an engineer out who did nothing of note that I hadn’t already done and fixed nothing!
After a lot of back and forth and  a new TV Box Pro which didn’t make any difference eitherand the “you need this but we can’t send you one” pay £10 a month more and we will send you some more kit. When I pointed out why should I pay £10 more a month  for a service that should be working already they agreed to credit me an amount to cover the purchase of a pair of power line adapters and since then the EE Tv  has worked perfectly. No more glitchy, pixelating and freezing 👍🏻

[DarrenDev]

@Jimb0b which proves your issue was wifi interference.  Powerline adapters or wifi extenders are the only option in situations like that.  Powerline adapters are great when the wiring is good, but they're not a guaranteed fix.  Wifi extenders are great as long as the wifi backhaul isn't also affected.

[DarrenDev]

@B1lly999 there are multiple potential causes for the 4 minute 20 seconds issue that you're experiencing.  Patching the hub only covers 2 of them. I've asked a colleague to confirm whether your line would benefit from it. I'll update when I know more.

[DarrenDev]

Your hub isn't affected by the known issues - the patch isn't relevant for you.

The first request is that you reboot your ONT - the little white box attached to your wall.  That may fix it.

Are you using any Apple Homepods?  They're known to break the hub you have, preventing EE TV from working correctly. A patch isn't currently available for this issue.

[waynefeld]

Had to switch to aerial to watch the England V Panama match. EE TV breaks up and buffers.  This is also happening to other channels. Perhaps EE TV cannot cope when so many are watching because of the"traffic"? I thought cable would be the best. Embarrassing to see EE are sponsors! I'm a new EE customer.

[Christopher_G]

Hi @waynefeld 

Welcome to the community.

If you're still having this issue, I recommend restarting your EE TV box and your router. If the problem continues, speak with our technical support team, so that they can check everything from our side and run through some troubleshooting with you.

Chris