This topic

Pro box jamming during fast forwarding of recorded programmes

6412 — Tue, 25 Nov 2025 14:53:29 GMT

We have recently upgraded to a new BT pro box and have found an occasional error.

We often have to use sub titles especially on Dramas and have found that sometimes if fast forwarding recoded programs (during ad breaks) the screen freezes and then the playback goes back to the start of the recording. In a couple of cases it has also stopped any live programs that we might be recording at the same time. This does not happen every time but is very annoying when it does. Has anybody else had this problem or any ideas how to stop it.

thanks in advance

6412

Re: Pro box jamming during fast forwarding of recorded programmes

shakey1981 — Tue, 25 Nov 2025 21:09:15 GMT

if this has a hardrive possibly dying or signal lost

Re: Pro box jamming during fast forwarding of recorded programmes

graybag — Tue, 25 Nov 2025 22:30:20 GMT

I've had this and similar problems for quite a while.Probably,like yourself I instinctively now "know" when this is about to happen and when it does I will need to (quickly,if possible,so as not to miss much content) go back throughg Guide and restart Recordings that have aborted.I usually also find that TV Channel showing is Channel 1 (BBC) which I never watch,only viewing 101 HD BBC.Similar problems that can cause this include something as simple as turning Off or On Subtitles.It's a real pain but EE Community have discussed this and we can only hope that it will soon be resolved.Perhaps it is just older boxes that this is more like ly to affect,but don't assume problem is terminal.

Graham

Re: Pro box jamming during fast forwarding of recorded programmes

graybag — Wed, 26 Nov 2025 13:28:22 GMT

This is most recent update :
The issue isn't with your TV Box - it's with the data being provided to it. This issue has been ongoing for months, however systems were upgraded this week, meaning recordings should return to being accurate/reliable from Tuesday Dec 2nd.

Re: Pro box jamming during fast forwarding of recorded programmes

Peter_W — Wed, 26 Nov 2025 14:21:36 GMT

Thanks for the update here, @graybag.

Please keep us posted on how you get on with this from next week 😊

Peter

Re: Pro box jamming during fast forwarding of recorded programmes

zulu17 — Wed, 26 Nov 2025 20:53:05 GMT

Hi @6412 the issue that @graybag is referring to with the EPG and possible play out errors would impact the box making the recordings. Your issue seems to be in the playing back of recordings already made when using trick play like FF on the recordings.

Can you just confirm that this is occurring when the recordings have completed , ie you are not watching say the earlier stages of the recording whilst the box is continuing to record later stages of the same programme ?

Assuming that you are referring to completed recordings. if you subsequently play them that the recording does it play past the point you had issues with to a normal ending ? The jump using the numerical keys during playback will position yo further into the recording eg 1 is 10% , 9 is 90% through the recording to avoid a lot of FF if starting back at the beginning.

Re: Pro box jamming during fast forwarding of recorded programmes

6412 — Thu, 27 Nov 2025 19:24:28 GMT

Hi all, thanks for all the replies especially @zulu17.

just to clarify

1 The box is a new BT/EE pro box in aerial mode.

2 The programmes are all fully recorded

3 It only happens when we fast forward during an ad break and have subtitles on.

4 It normally happens during the first ad break

5 The programme goes back to the start of the recording and then we can go fast forward right past the position where it froze

6 After the first incident we can go fast forward through any subsequent ad breaks without issue.

7 Sometimes but not always any programme that we might be recording at the same time stops.

Thanks for any help or suggestions.

Re: Pro box jamming during fast forwarding of recorded programmes

Peter_W — Fri, 28 Nov 2025 14:51:06 GMT

Thanks for giving a few more details around this one, @6412.

I've given this a test on my own box and not been able to replicate the fault; how often would you say this is happening?

Just to be sure a well, since encountering this error have you tried a reset on your TV?

We have an option where you can reset the internal settings without deleting your recordings, just check out the instructions below:

How do I reset my EE TV box? | BT Help

Peter

Re: Pro box jamming during fast forwarding of recorded programmes

6412 — Fri, 28 Nov 2025 16:28:47 GMT

Thanks @Peter_W

The fault seems to happen every time we watch a recorded programme on ITV, 4 or 5 and have subtitles on. It does not happen if we don’t have subtitles on. Interesting enough last night we had go back on a recording and the screen froze.

I haven’t tried a reset but will have a go this weekend.

regards

Re: Pro box jamming during fast forwarding of recorded programmes

Peter_W — Fri, 28 Nov 2025 16:32:50 GMT

Thanks @6412!

Keep us posted on how you get on, and I hope you have a good weekend too 😊

Peter

Re: Pro box jamming during fast forwarding of recorded programmes

skind56 — Mon, 08 Dec 2025 19:08:28 GMT

I am having the same problems and this has been ongoing for several months, probably after an update as this did not happen initially on the box. Rather infuriating as any recordings stop when this happens.

I doubt that a reset will fix a bug!

Re: Pro box jamming during fast forwarding of recorded programmes

Alex_H — Tue, 09 Dec 2025 12:09:08 GMT

Hi @skind56,

Thanks for visiting the BT Community

Is your issue only affected when using subtitles on your recorded programmes like the OP or is it happening more broadly to your recorded programmes?

You can do a reset without losing your recordings, so it can be worth trying it out to see if it fixes the issue.

Alex

Re: Pro box jamming during fast forwarding of recorded programmes

6412 — Tue, 09 Dec 2025 16:43:39 GMT

Following on to my earlier posts, I’ve now tried the solution recommended by both @Peter_W & @Alex_H of carrying out a factory reset (keeping recordings) but unfortunately that has not solved the problem. It only seems to happen when I have subtitles switched on and want to fast forward through the first adbreak. After happening the once I do not have any problems.

Re: Pro box jamming during fast forwarding of recorded programmes

Katie_B — Tue, 09 Dec 2025 18:00:31 GMT

Thanks for trying @6412.

I would recommend giving us a call so further diagnostics can be completed.

Katie

Re: Pro box jamming during fast forwarding of recorded programmes

6412 — Tue, 09 Dec 2025 18:22:39 GMT

Thanks for that suggestion, I’ll leave it for now but will call in the new year. Meanwhile I’ll just have to put up with ads!

Re: Pro box jamming during fast forwarding of recorded programmes

graybag — Tue, 09 Dec 2025 20:03:55 GMT

@6412

As I've said before,I have had this same problem for quite a while.Like yourself,I keep the Subtitles on at all times and until recent Posts hadn't suspected that thatn could be contributing to the "Fault".I feel as if there has been an improvement during the last week and this is certainly not happening as often as it was.In fact,it seems to me that it is now ONLY happening when I am viewing a Recording while I have other Programmes still Recording (or the Recording I am watching has not yet finished).A potential Solution I have not tried yet is to turn the Subtitles OFF when I come to an Ad Break,FF through the Ads,and then turn Subtitles back on.Could be worth a try.

Graham

Re: Pro box jamming during fast forwarding of recorded programmes

skind56 — Thu, 11 Dec 2025 14:55:07 GMT

I'm still having this problem and I do not think it's any better, unfortunately, and last night we had the problem on the second set of adverts with nothing recording (so that saved me the issue of having to restart any recordings that had stopped). Following the freeze I brought up the Guide which showed channel 101, etc, but only when I exited from the menu did it revert to channel 1.

There is also a issue when enabling subtitles, where the box has a small freeze - is this a related issue and could this point to where the problem lies?

This is obviously a software bug, introduced recently, so all the resetting in the world ain't gonna fix it! Are the EE technical staff aware of this and looking into a fix?

I am also hoping to try @graybag workaround of 'turn the Subtitles OFF when I come to an Ad Break,FF through the Ads,and then turn Subtitles back on' if I can remember to try it!

Re: Pro box jamming during fast forwarding of recorded programmes

Peter_W — Fri, 12 Dec 2025 13:36:58 GMT

Thanks for sharing your recent experience here, @skind56.

I've flagged this with our team to see if there have been any wider issues reported here.

In the meantime, if you haven't already I'd still recommend reaching out to our technical team so we can ensure all necessary troubleshooting steps have been tried.

Peter

Re: Pro box jamming during fast forwarding of recorded programmes

BoJo52 — Sun, 18 Jan 2026 20:34:42 GMT

Does anyone have an update on this feed about the pro box freezing when using subtitles?

Re: Pro box jamming during fast forwarding of recorded programmes

Peter_W — Thu, 29 Jan 2026 12:54:07 GMT

Hi @BoJo52.

I've chased this one with our team and there's not a direct fix or update for this just yet.

It's still something we're aware of though, and if anything were to change we'll let you know!

Peter