On-demand and catch-up TV not working

If you can’t watch On Demand or catch up content, or you’re seeing freezing, buffering or poor picture quality, follow these steps to get things working again.

Check your WiFi connection

Most On Demand issues are caused by a weak or unstable WiFi connection.

  • Make sure your EE TV box is connected to your EE Broadband.
  • If you’re using WiFi, try moving your box closer to your EE Hub
  • Avoid placing your EE Hub behind furniture or near other electronics.
  • If possible, connect using an ethernet cable for a more stable connection.

If your connection improves, try watching your programme again.

Check your broadband speed

You need a minimum speed for smooth streaming:

  • 2.5Mbps for standard definition
  • 5.5Mbps for high definition
  • 25Mbps for ultra high definition

Check your speed to see how your connection is performing.

If your speed is too low:

  • try watching in standard definition instead
  • get help improving it

Check for error messages

If you’ve seen an error code or message, use the error code checker for specific steps to fix it.

Check your broadband is working

Make sure your broadband connection is active.

  • Test it on another device, like a phone, tablet or laptop.
  • If other devices can’t get online, you’ll need to fix your broadband first.

Use our Service Status checker if you think there’s an outage in your area.

Check your cables and equipment

If you’re still having issues:

  • make sure all cables are securely connected between your EE Hub, TV box and TV
  • check the connection between your EE Hub and broadband line

See our EETV user guides if you want help with connecting your equipment.

Using powerline adapters?

Make sure they’re plugged in, switched on and connected properly.

How to check Powerline Adapters or BT Mini Connectors are working.

Check your box for updates

Your EE TV box might need a software update.

  1. Press the Home button on your remote.
  2. Go to Settings.
  3. Select Information Reset.
  4. Choose Software information.
  5. Select Update software.

Restart your equipment

Restarting your equipment can fix many common issues.

  1. Turn off your EE Hub and EE TV box at the power.
  2. Wait 10 seconds.
  3. Turn your EE Hub back on and wait until the broadband light is solid.
  4. Turn your EE TV box back on.

Once everything is back on, try your programme again.

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