This topic

BT TV - Pixelated pictures on channels for three weeks

Yananiso77 — Tue, 16 Nov 2021 15:38:24 GMT

Apologies in advance for my lack of technical understanding (and grammar!!)

For the past three weeks all my channels have been pixelated, I can't hear or see any clear pictures.

I've Had countless conversations online with the call advisor/tech rep who instructed me to check the cables retune the channels, reset the box, switch off the broadband box, switch off the TV...basically everything. There was still no change, the tech rep even re-installed the software from their end.

They finally got an engineer out, and he tried the following: replaced the box, checked cables, re-tunned, checked the speed and he said that was ok but wasn't sure why the pictures were still pixelated and why I've also lost the ITV HUB & All 4 apps.

This needs to be sorted soon as I can't be paying for a service that is NOT working. Please help

Re: BT TV - Pixelated pictures on channels for three weeks

JohnC2 — Tue, 16 Nov 2021 19:27:06 GMT

Hi @Yananiso77, welcome to the forum, and sorry you are getting pixelation on your BT TV channels. You've covered off a lot of things but I would like to double-check some things with you.

When you say all your channels are affected does this affect Freeview channels (BBC, ITV, etc) and subscription channels provided over the broadband? (BT Sport, Gold, Discovery etc)?

If you connect your aerial directly to your TV are the same channels pixelated?

Is your BT TV box connected to the Hub via an Ethernet cable?

What BT TV package do you have?

Cheers

John

Re: BT TV - Pixelated pictures on channels for three weeks

Yananiso77 — Tue, 16 Nov 2021 19:41:58 GMT

Hi John

Thank you for responding.
I am on a ground floor flat and the aerial has never worked efficiently so have been accustomed to using to viewing the subscription channels (Comedy Central, MTV, gold, sy fy etc). All these channels are affected.
However, I am able to view the apps I.e. BBC IPlayer, Netflix, Now TV etc.

my package includes sky originals, free view and now tv entertainment.

Yes the BT hub is connected via a Ethernet cable.

Thanks

Re: BT TV - Pixelated pictures on channels for three weeks

JohnC2 — Tue, 16 Nov 2021 19:54:58 GMT

Hi @Yananiso77, thanks for confirming all that for me. Just one last thing do you ever get any error code showing on screen with this fault?

cheers

John

Re: BT TV - Pixelated pictures on channels for three weeks

Yananiso77 — Tue, 16 Nov 2021 20:11:22 GMT

Hi John

No there is no error message displayed on the screen with this fault.

Thanks

Re: BT TV - Pixelated pictures on channels for three weeks

JohnC2 — Tue, 16 Nov 2021 20:21:47 GMT

Hi @Yananiso77, thanks for posting back. We'll have to look into this problem further so I've sent you a Private Message so you can get in touch with the team and we'll be happy to help.

cheers

John

Re: BT TV - Pixelated pictures on channels for three weeks

zulu17 — Wed, 17 Nov 2021 09:35:38 GMT

Observation on one of the issues.

The issue with the ITV Hub and All 4 Players not being available is likely to be a failure at the initial setup tuning of Freeview channels on the replacement box to tune in the ITV and C4 channels. The setup would determine eligibility to these players based upon the channels you receive on your aerial feed.

Re: BT TV - Pixelated pictures on channels for three weeks

DavidM — Wed, 17 Nov 2021 14:00:03 GMT

Good point @zulu17

@Yananiso77 Are you able to get the aerial checked? I've picked up your case in the meantime.

Cheers

David

Re: BT TV - Pixelated pictures on channels for three weeks

Yananiso77 — Wed, 17 Nov 2021 19:29:54 GMT

Hi Distinguished Guy

the itv Hub and all 4 players disappeared when the online tech person reset the old box from their end. And when the new box was replaced the apps were still missing 😞

Re: BT TV - Pixelated pictures on channels for three weeks

Yananiso77 — Wed, 17 Nov 2021 19:34:24 GMT

There is no way of getting the aerial checked. But ive not been able to receive aerial channels for three years as it’s ground floor flat and also a known issue (I should contact the landlord really) but during that time I have still been able to access my BT freeview channels and ITV HUb player, ALL 4 etc player up until now.
I still have access to bbc player, My 5 and other apps

Re: BT TV - Pixelated pictures on channels for three weeks

JohnC2 — Fri, 19 Nov 2021 17:02:44 GMT

Hi @Yananiso77, the BT TV team believes they may have fixed this fault for you. Please would you test and let us know how you get on.

Cheers

John

Re: BT TV - Pixelated pictures on channels for three weeks

Yananiso77 — Fri, 19 Nov 2021 18:34:03 GMT

Hi John

Thank you for the update

The channels are no longer pixalated yay!! But I still don’t have the apps for ITV HUB and All 4.

Do you know what the cause of this issue was?

Re: BT TV - Pixelated pictures on channels for three weeks

JohnC2 — Fri, 19 Nov 2021 18:57:07 GMT

Hi @Yananiso77, thanks for checking that, and good that you've got the channels back. Not sure about the apps so will ask them about that and let you know.

The BT TV team carried out a full reset of the card providing the service.

cheers

John

Re: BT TV - Pixelated pictures on channels for three weeks

DavidM — Sat, 27 Nov 2021 09:38:58 GMT

Hi @Yananiso77 ,

Sorry I haven't heard from you in a while. Have you tried the App update via the settings menu? Can you get back to me and let me know if that helps?

Cheers

David