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EE TV box problems

Ian-M — Fri, 23 Jan 2026 17:17:33 GMT

I changed from You view box to EE pro box in October and since then have problems with recordings. If I pause a recording or live TV and then fast forward it sometimes works and other times rewinds or says program ended. Also if I fast forward recording to miss ads it does the same. Tried factory reset and now on second box with same problems . I have fibre broadband so not a speed problem

Re: EE TV box problems

Ali_A — Sat, 24 Jan 2026 13:44:45 GMT

Hi @Ian-M

Does this problem happen when viewing channels through IP mode or Arial mode?

Ali

Re: EE TV box problems

Ian-M — Sat, 24 Jan 2026 16:03:25 GMT

Connected via aerial and hub

Re: EE TV box problems

barnpiece — Sat, 24 Jan 2026 18:55:39 GMT

This seems to happen mostly if subtitles are turned on.

Richard

Re: EE TV box problems

Ian-M — Sat, 24 Jan 2026 19:04:13 GMT

Thanks will try switching off and on and see what happens

Re: EE TV box problems

Peter_W — Sun, 25 Jan 2026 08:15:19 GMT

Thanks @Ian-M, there are a couple of different reset options to try, so I'd recommend taking a look at our help page here which highlights how you can do a full factory reset but keep any recordings.

Keep us posted on how things go 😊

Peter

Re: EE TV box problems

Ian-M — Sun, 25 Jan 2026 11:10:11 GMT

Thanks for info. I tried the 2 different factory resets on the first box which sadly didn't Help.

The new box received from BT last week has the same problem. I saw in another post that subtitles could be the problem. Last night tried switching off subs before fast forward of ads, then switched subs back on. This seemed to work but means switching off and on each time. My original you view box didn't have this problem. Will contact EE again for any other ideas

Re: EE TV box problems

Katie_B — Tue, 27 Jan 2026 17:11:29 GMT

Hello @Ian-M.

Have you been able to get back in touch with our technical care team?

Katie

Re: EE TV box problems

Ian-M — Tue, 27 Jan 2026 17:58:34 GMT

I'm still checking out the replacement ee box which appears to have the same problem.

I'll give it another day before I phone again for advice

Re: EE TV box problems

Katie_B — Tue, 27 Jan 2026 18:05:18 GMT

Thanks @Ian-M.

Please keep us updated here on the community.

Katie

Re: EE TV box problems

Ian-M — Tue, 27 Jan 2026 22:43:23 GMT

Will do

Re: EE TV box problems

Ian-M — Thu, 05 Feb 2026 12:32:04 GMT

Update : Have been switching off subtitles before I fast forward and this seems to work.

Disappointed that I have to do this and I'm sure there must be something that can be done to fix.

My old You view box which I used for many years didn't have this problem

Re: EE TV box problems

Ian-M — Mon, 09 Feb 2026 12:27:53 GMT

Another update:

Contacted EE today as problem still not resolved.

When they checked to find it's a known problem and they are working on it!