EE box woes

[Tomg35]

We are starting to have issues with apps on our box (such as channel 5 and now), we run a programme and it freezes, buffers runs for a few seconds and the issue repeats. Tried, several times, restarting the box and router but still the issue remains.

Amazon prime and Netflix are fine 

Has anyone had this issue and resolved it?

[Michael_D]

Hi @Tomg35 

Thanks for coming to the community.

I can understand the frustration at trying to watch something and it freezes.

Which TV box model do you have?

Have you only noticed this happening on Channel 5 and Now? If not, which others are impacted?

I know you mentioned restarting the box and router, but have you also tried to factory reset the TV box?

Michael

[Tomg35]

It was badged as a youview when we got it and after an update it became EE. We don't use the other apps but it makes sense to try them.

I had considered a factory reset but we have a few programs taped and don't want to lose them, it's a pain signing back into apps and in the past when previous boxes have had issues a reset didn't resolve the issue 

[Michael_D]

If you look at the Compare EE TV boxes, which one is it @Tomg35?

If it is the EE TV Box Pro, you can reset the settings without losing any recordings. It is worth trying it, as well as ensuring there are no software updates available, as it has been known to fix some problems, and would be something that our tech guides would ask you to try if we end up needing you to contact them.

Michael

[Tomg35]

It's the basic recordable box. I tried a few other apps and so far they work okay.

Doesn't seem to need an update either 

[Peter_W · Accepted solution]

Thanks for checking that for us @Tomg35 

I can totally understand you'll not want to face losing all your recordings, and there is a reset you can do here that will change the internal settings without affecting your storage,

If you check out our help page here, you should see the instructions for your box specifically, and if you've not given this a go it's definitely worth trying.

Peter