TV pro box Netflix app problem

[Gary2paws]

Problem with my EE TV pro box Netflix app.

This app keeps kicking me off Netflix after approx 4 minutes of watching on Netflix. This as been happening since end of March and after several reboots of both hub and TV pro box and a new box sent to me. This problem is still happening. 

Now I have been told that it's a Netflix update problem and they are trying to fix it. A call to Netflix and I was told they have no record of an update problem therefore, who is telling me the truth? Does anyone else have this problem? 

[DarrenDev]

@MrA5H I've provided all the information I can on this topic at this time. You are welcome to categorise this issue in any way that makes you feel better, however it won't change anything.

The bug will be fixed when the bug is found, by whatever team is relevant.

You're unlikely to get any rebate. Netflix is available on multiple platforms, and is supported on pretty much any Smart TV made in the last 10 years. You're welcome to call the helpdesk and try.

[MrA5H]

Hi Darren,

An Update.

EE Engineer has just left my house as we were having terrible Wi Fi Speeds also.

He replaced the:-

Smart Hub 6 Plus (which was new in March 2026)

ADSL Filter

Cable from the ADSL to the Smart Hub 6 Plus

And it all seems good so far.

Netflix has been going for over 26 mins now 😀

[MrA5H]

Gary,

An Update.

EE Engineer has just left my house as we were having terrible Wi Fi Speeds also.

He replaced the:-

Smart Hub 6 Plus (which was new in March 2026)

ADSL Filter

Cable from the ADSL to the Smart Hub 6 Plus

And it all seems good so far.

Netflix has been going for over 26 mins now 

[DarrenDev]

Your line has great speeds, but a high error rate @MrA5H - this would give the impression of lower speeds, as data would need to be retransmitted over and over.

I won't see your updated stats until tomorrow, but my assumption is that your error rate will have dropped.  The issue for you could have been that the app was constantly re-requesting video segments, or struggling with inconsistent speed calculations when trying to decide video quality.  I'll add that to the investigation. Thanks.

[Ajwa]

This is happening to me also, I think it affects more people than you think. Thinking about cancelling, it’s just not good enough

[DarrenDev]

I agree @Ajwa - I think it is affecting many more people than are reporting it here. I'm glad we have these forums to allow people to speak up.  Frustratingly, the TV Box doesn't report ANYTHING to us when it happens, so we have no way to measure it. 

Your case doesn't match the usual profile, although I can see some errors on the connection between your TV Box and the internet which could explain it.  I've added your case anyway.

[HN1969]

Hi Darren, 

I have just got an EE TV pro box and started using it for the first time this week and I have got the same problem with being kicked off Netflix after about 4 mins a watching. Has this issue got a resolution yet? 

Thanks

Heather 

[MrA5H]

Hi Heather,

I had all that too. 
I had EE Router too which was updated when I renewed after two years. 
Still had my original EE TV  Box. 
This update was the start of my issues. 
Had an EE Engineer come and they replaced the ADSL, the cable and the Router. 
It fixed it. 
So do you have an EE Router ?

[HN1969]

Hi MrA5H

Yes, I have just switched everything from SKY so have new router, extender the works. I am getting a new TV this week as well so will see if that helps. I am watching Netflix on a different source so not a massive issue but I had really wanted to have one remote for everything and not have to keep switching over.

Just a bit disappointed as everything else has been so smooth and works brilliantly apart from this.

[Unbated]

Hi all,

Our Pro box sits in sunlight for a few hours each day and what with our recent heatwave it got very hot. I unplugged it so it could cool down and after booting again I was able to watch Netflix for a lengthy time, almost finished a show before going out. 

Not saying you should cook it on the patio but it seems to be behaving. Will time my next viewing and let you know.