BT TV - Pixelated pictures on channels for three weeks

[Yananiso77]

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

[JohnC2]

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

[Yananiso77]

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

[JohnC2]

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

[Yananiso77]

Hi John

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

Thanks 

[JohnC2]

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

[zulu17]

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. 

[DavidM]

Good point @zulu17 

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

Cheers

David

[Yananiso77]

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 😞

[Yananiso77]

Hi 

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