This topic

Pixilation

MrsBloxby — Wed, 08 Mar 2023 18:05:29 GMT

We have BT TV boxes, the main box is a nightmare with pixilation almost daily. The second box very occasionally has this problem. This problem has existed since we joined BT in November last year.

Every day I have to unplug the box at the socket, reset then retune all the channels. I had an online ( I’m deaf and cannot use the telephone so have to do everything Online) chat with the Tec people who basically told me to do exactly what I describe above with no further suggestions of how to rectify the problem.

I raised a complaint on 2 March which is showing as received but nobody is even working on responding. It feels as if BT are ignoring this complaint as they know I can’t phone to speak to them, not very disability friendly.

Basically we’re paying for a TV service that isn’t working and nobody at BT is doing anything to help. Has anyone experienced this issue and if so do you have any advice.

Re: Pixilation

Les-Gibson — Wed, 08 Mar 2023 18:11:42 GMT

What is your broadband speed and does the pixilation only happen when you are using both boxes at the same time

Re: Pixilation

MrsBloxby — Wed, 08 Mar 2023 18:26:57 GMT

Broadband speed is 149mb, we upgraded to full Fibre 100 last week in the hope that would help but it hasn’t. The majority of the time the pixilation happens on the Freeview packages with the very occasional pixilation on the broadband channels. No it’s not just when we’re using both boxes. It happens when we’re using only the main box.

Re: Pixilation

NeilO — Wed, 08 Mar 2023 19:27:55 GMT

Hi @MrsBloxby welcome to the community, I'm sorry to see you're experiencing pixelation on your Freeview channels.

What type of BT TV box do you have? Is this happening on all freeview channels? If you're connected using an aerial can you check the signal quality by following these steps?

Press the blue 'Y' button, or home button on the remote and select Settings. Select TV Signal Quality

The signal strength will show for the channel you're tuned to. You can select Done to go back

Thanks

Neil

Re: Pixilation

MrsBloxby — Thu, 09 Mar 2023 08:13:38 GMT

Hi Neil sorry I’m not sure what type of box it is other than it’s an oval shape. It happens over a selection of the channels including bbc, itv, 4, 5, yesterday, gold etc. Each time it happens I do a signal strength check and it’s always down, sometimes it’s down to 40’s or 50’s.

Re: Pixilation

Les-Gibson — Thu, 09 Mar 2023 11:27:43 GMT

Can you get a good picture without pixilation if you plug the aerial cable directly into your TV

Re: Pixilation

TimCurtis — Thu, 09 Mar 2023 12:02:24 GMT

@MrsBloxby

Have a look at this link and tell us which box you have.

It is entirely possible that the signal strength is too high and overloads the tuners causing pixelation and dropping the signal strength right down. When it's OK what strength & quality figures are you seeing?

If it is too high then a variable attenuator fitted between the aerial plug & the box's aerial input socket and adjusted to around 85% should cure your problem.

Re: Pixilation

MrsBloxby — Thu, 09 Mar 2023 14:23:42 GMT

It’s the BT box pro. The signal strength is showing as 90% and signal quality is 100% is this high? I purchased an attenuator but my husband says it doesn’t fit the box. Is there a particular type for that box I need to purchase?

Re: Pixilation

MrsBloxby — Thu, 09 Mar 2023 14:24:25 GMT

I tried putting the aerial straight to the tv but it still pixilates

Re: Pixilation

TimCurtis — Thu, 09 Mar 2023 15:09:39 GMT

@MrsBloxby

This is typical of what you want:-

I'm not sure with the Pro box what strength is acceptable but with the earlier boxes some would find 90% just on the high side. Obviously 100% for quality is spot-on.

Re: Pixilation

MrsBloxby — Thu, 09 Mar 2023 15:22:04 GMT

Thank you, this is really helpful

Re: Pixilation

Les-Gibson — Thu, 09 Mar 2023 16:32:08 GMT

In which case it points to a fault with the aerial or the aerial lead

Re: Pixilation

NeilO — Fri, 10 Mar 2023 11:16:49 GMT

@MrsBloxby I agree it does sound like an aerial issue. As you have a Pro box have you considered not using the aerial? It's possible to steam freeview channels in internet mode.

Thanks

Neil

Re: Pixilation

MrsBloxby — Fri, 10 Mar 2023 11:25:58 GMT

Hi Neil

I didn’t realise I could get Freeview channels via the internet.mean you advise how I do that. Thank you

Re: Pixilation

NeilO — Fri, 10 Mar 2023 11:44:03 GMT

@MrsBloxby the link I previously posted explains this in more detail. There are a few downsides such as the amount of freeview channels available, you can only record two channels at the same time but I'm sure it would stop the pixelation if it's being caused by the aerial.

Firstly you need to remove the aerial from the BT TV pro box, then perform a factory reset.

Switch power off by removing the power cable
Press and hold the reset button on the right-hand side of the box
Plug the power cable back in whilst still holding the reset button – continue to hold the reset button down, do not release it yet
Within three seconds press and hold the power button on the front of the box and hold both buttons
Release both buttons a few seconds after the BT logo appears on the TV screen

Then when you're going through the set-up steps you need to choose the Stream TV channels from the internet option.

Thanks

Neil

Re: Pixilation

MrsBloxby — Fri, 10 Mar 2023 11:51:04 GMT

Thank you I will give this ago. Appreciate your help.

Re: Pixilation

NeilO — Fri, 10 Mar 2023 13:05:15 GMT

@MrsBloxby No problem, post back and let me know how you get on.

Neil