This topic

Picture cuts out every 5 minutes or so

YelromKram — Mon, 28 Nov 2022 20:30:51 GMT

Every 5 minutes or so we will lose the picture and sound for a second before it picks up again.

Bt Pro box

Internet mode

Re: Picture cuts out every 5 minutes or so

NeilO — Tue, 29 Nov 2022 09:09:32 GMT

Hi, @YelromKram welcome to the community and thanks for posting, I'm sorry to see you're having issues with the picture and sound on your BT TV pro box. Is the pro box connected to the internet using wifi or ethernet?

Thanks

Neil

Re: Picture cuts out every 5 minutes or so

YelromKram — Tue, 29 Nov 2022 09:13:29 GMT

Hello, it's connected by Wifi

Re: Picture cuts out every 5 minutes or so

NeilO — Tue, 29 Nov 2022 09:22:15 GMT

Hi, @YelromKram Thanks for getting back to me, we recommend that you have the TV box within 5m of the Hub. Try to make sure there's only one wall, floor or ceiling between the TV box and Hub.

You can also check the wifi signal quality on the box by following these steps, it should be good.

Press the Home button on the remote and go to settings (cog), then select Broadband Connection
Select Change Connection
Choose Wi-Fi scan
You'll see a list of available Wi-Fi networks including the Hub the TV box is connected to
It should be 'Good' at all times.

Thanks

Neil

Re: Picture cuts out every 5 minutes or so

Anonymous — Tue, 29 Nov 2022 09:29:47 GMT

Does the same thing happen when watching via apps or only when watching from the EPG?

Do you have a BT Hub & is the box connected directly to it & not via another device?

Re: Picture cuts out every 5 minutes or so

YelromKram — Tue, 29 Nov 2022 09:45:19 GMT

Both apps and epg. Box is connected directly and within 5 meters only 1 wall separating it from the WiFi router.

Re: Picture cuts out every 5 minutes or so

Anonymous — Tue, 29 Nov 2022 09:49:27 GMT

Not a multicast issue then. Try changing the 5GHz WiFi channel on the router away from automatic to 40.

Re: Picture cuts out every 5 minutes or so

NeilO — Tue, 29 Nov 2022 10:26:14 GMT

Hi @YelromKram is the connection status showing as good in the Pro box settings?

Neil

Re: Picture cuts out every 5 minutes or so

NigelB72 — Tue, 29 Nov 2022 10:29:34 GMT

@YelromKram try swapping out the HDMI cable... It could be that if the picture is cutting out... If it still does it, try another device in the same HDMI socket on the TV to rule out it being a problem with the tv

Re: Picture cuts out every 5 minutes or so

Anonymous — Tue, 29 Nov 2022 10:50:40 GMT

@NigelB72has a point. We're all assuming a networking problem but haven't asked if you have Freeview channels via an aerial & if so, are they also affected?

Re: Picture cuts out every 5 minutes or so

YelromKram — Tue, 29 Nov 2022 10:58:51 GMT

I don't have an aerial to check unfortunately.

will try the hdmi later on.

Re: Picture cuts out every 5 minutes or so

TimCurtis — Wed, 30 Nov 2022 09:56:08 GMT

@YelromKram

What SmartHub have you got as only the SmartHub 2 will work well over wifi with the Pro box?