EE TV box problems

[Ian-M]

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 

[Ali_A]

Hi @Ian-M 

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

Ali 

[Ian-M]

Connected via aerial and hub

[barnpiece]

This seems to happen mostly if subtitles are turned on.

Richard

[Ian-M]

Thanks will try switching off and on and see what happens 

[Peter_W]

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

[Ian-M]

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

[Katie_B]

Hello @Ian-M. 

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

Katie

[Ian-M]

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 

[Katie_B]

Thanks @Ian-M. 

Please keep us updated here on the community. 

Katie