Internet channels unwatchable

[Guitardave]

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.

[gomezz]

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.

[Guitardave]

It's connected using an ethernet cable, from the router direct to the youview box.

[skappy70]

Try a reboot of your hub

[Guitardave]

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.

[skappy70]

Try another port on the hub.

[Guitardave]

Ok, will try that this evening when I get in from work.

[Blankname]

Also, have you checked the Ethernet cable is working correctly and has no slight nicks or damage that may impair the performance?

[skappy70]

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.