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Aspiring Contributor
744 Views
Message 1 of 9

Internet channels unwatchable

I have BT Infinity, and I get a steady 23mbps connection. This goes down to about 15mbps if I have one of the HD Internet channels on, so I know there is plenty of speed in reserve. However, the Internet channels are becoming unwatchable due to pixelation, stuttering and loss of sound. This does not just happen with the HD channels, the SD ones are affected too. Is it an easy process to get a replacement box sent out, or do I have to jump through lots of hoops first? The box itself is only a couple of months old, and had no problems at all for the first month or so of use.

Any help much appreciated! This is very frustrating as I'm sure you can imagine.
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8 REPLIES 8
Recognised Expert
726 Views
Message 2 of 9

Re: Internet channels unwatchable

How is your box connected to the Homehub?  If you are using Powerline adapters try an ethernet cable to see if the problem goes away.

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Aspiring Contributor
688 Views
Message 3 of 9

Re: Internet channels unwatchable

It's connected using an ethernet cable, from the router direct to the youview box.
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Recognised Expert
681 Views
Message 4 of 9

Re: Internet channels unwatchable

Try a reboot of your hub
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Aspiring Contributor
679 Views
Message 5 of 9

Re: Internet channels unwatchable

Hi, I tried that a few days ago. Switched off youview box at the mains, switched off router, left for a few minutes, switched router back on, waited until it was working, switched youview box back on. No joy 😞 Either my broadband isn't stable (although I have no problems when using my iPad), or there's a problem with the box.
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Recognised Expert
671 Views
Message 6 of 9

Re: Internet channels unwatchable

Try another port on the hub.
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Aspiring Contributor
666 Views
Message 7 of 9

Re: Internet channels unwatchable

Ok, will try that this evening when I get in from work.
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Aspiring Contributor
651 Views
Message 8 of 9

Re: Internet channels unwatchable

Also, have you checked the Ethernet cable is working correctly and has no slight nicks or damage that may impair the performance?
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Recognised Expert
596 Views
Message 9 of 9

Re: Internet channels unwatchable

Connect a laptop to the cable used for your YV box then run a speed test and general browsing see if you have any issues.

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