TV box pro loosing connection to router after going into standby.

[Andy4545]

Hi We have a new pro box that looses the internet connection after going into standby. After using the remote control to bring the pro box back on it complains that there is no internet connection. The pro box is connected via the supplied Ethernet cable. No apps or tv channels are listed. We’ve reset the router and the pro box but the only way to establish the internet connection is to remove/ reconnect the the Ethernet cable at either the hub or pro box.

[DarrenDev]

When this happens, can you please check the Broadband settings screen in the TV Box settings - what does it show the network status as?

[Timbo45]

@Andy4545 

I've seen the odd report of this type of thing before and a solution was to use a 5 port switch/hub & that managed to maintain a connection.

[Andy4545]

If I go into Broadband to review the settings all I see is a message “Your box is not connected to the internet” If I follow the help connecting option the pro box tries to reset the connection to the router 2 or 3 times but fails. Pulling / reconnecting the Ethernet cable from either the router or pro box enables the pro box to connect. 
We have just moved from a BT tv box and never had any issues like this. Please replace this pro box with a working unit.

 

[Steve3251]

Hello , I also have this exact same problem , this is tiresome having to repeatedly disconnect the ethernet each day .

thank you . 

[DarrenDev]

I've had a chat with the team, and there is a known issue that can cause some devices to fail to re-establish a network connection immediately, however the expectation is that it should recover itself after 30 seconds. This is only when using an EE Smart Hub Pro or Smart Hub Plus. A fix is ready, but unfortunately it cannot be deployed to devices yet - current expectation is that it'll be April 2026 before everyone will receive it.

For now, the recommendations are either:

1. change the power save mode on the TV Box to always on, so that it never goes into deep sleep.  It can go into Standby, but deep sleep causes it to drop the network, which then causes the issue when it turns on again.

2. Wait 30 seconds after turning the box on, to let it recover. I know this is a long time to wait, and understand what an inconvenience this is.

Sorry that I couldn't bring better news.

[Andy4545]

Hi Darren,

Our EE ProBox is connecting to a BT Smarthub not an EE supplied router. I’ve tried leaving it 30 seconds - 3 minutes - 10 minutes but it never recovers the connection to the hub. I don’t really regard changing the power save mode as a fix. At best this could be a temporary workaround while waiting for EE to supply a working ProBox. As you  note in your reply “ some devices to fail to re-establish a network connection immediately “  which indicates that most devices do. I would like one of the devices that work as expected rather than having to wait 5 months for any potential fix. Please advise how EE can replace this faulty ProBox.

[Steve3251]

turning off deep sleep has worked for me,going into standby is fine for me

[DarrenDev]

There aren't any known issues with your hub @Andy4545 - your issue is something different. It's not something that any of us on the team have heard of before.

Is your TV Box connected directly to your BT Smart Hub 2? Your hub is currently showing nothing connected to any of the Ethernet ports, but that may be because your TV Box is powered off?

The first recommendation would be to factory reset the TV Box and BT Smart Hub 2 - it's more likely to be a software or configuration issue than a hardware one. If that doesn't sort it then a call to the helpdesk will be required - I'm not sure if they'd prefer to replace the TV Box or the Smart Hub first?