TV box pro is a shambles!

[Macker27]

TV box pro is constantly skipping/freezing, this is a replacement for the previous pro box which did the same. Always contacting EE to sort and they suggested upgrading to the new WiFi 7 router plus the add-on WiFi extender router.  The TV box pro WOULDN'T connect to the router unless it was hard wired, even though it is 10 feet away and no obstructions. I had to set up another WiFi connection (given by EE agent) to get my other TV's to connect. My pro box has decided it doesn't want to connect to anything now so they are sending me a 3rd box. It is driving me up the wall!

[DarrenDev]

The TV Box Pro is never at fault - sending multiple replacements is pointless.  More time should have been spent investigating why the wifi wasn't working. e.g. if you put the Pro box where the Edge currently sits (which is getting a perfect signal), does it work?

[Macker27]

No it doesn't

[Leanne_T · Accepted solution]

Hi @Macker27 

Thanks for coming back to us. 

If this continues with the new TV box that is being sent to you, please get back in touch with our TV tech guides to get the connection looked into and see what is needed to help get this resolved for you.

Leanne. 

[Macker27]

Hello Leanne,

EE are now wanting to send me a BT hub to see if that solves the problem. I'm sure it is the new 7 router that is the problem but can't seem to convince most of the agents I speak to. They won't/can't send it yet until I receive the new pro box, which I find unbelievable, so I have to put up with losing signal on my boxes and intermittent broadband 

[Leanne_T]

Hi @Macker27 

I understand your frustration and hope this is all sorted soon for you. 

Please keep us updated with how you get on with the new equipment. 

Leanne.

[Macker27]

Just received the new TV box and new pro 7 router, surprise surprise no
different. Been back on the phone twice today and same old issue! Want to
cancel all my contracts with EE now, totally fed up

[Peter_W]

Thanks for the update here, @Macker27 

It's disappointing to hear that things still aren't working as they should be here. 

Did you get a chance to test your TV box with the BT Hub to see if this made any difference? 

Also have you tried enabling the compatible WiFi mode on your EE Hub and connected your box to this? 

This is a dedicated 2.4 GHz frequency using WPA2 designed to ensure maximum compatibility with all devices, and it'll be interesting to see if this makes any difference to your issues.

Peter

[Macker27]

How is the compatible wifi mode done?

[Leanne_T]

Hi @Macker27 

Thanks for coming back to us. 

You can find full details for setting up Compatible WiFi in our Connect your devices using Compatible WiFi help page. 

Let us know how you get on 🙂

Leanne.