Picture cuts out every 5 minutes or so

[YelromKram]

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

[NeilO]

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

[YelromKram]

Hello, it's connected by Wifi

[NeilO]

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.

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

Thanks

Neil

[rbz5416]

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?

[YelromKram]

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

[rbz5416]

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

[NeilO]

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

Neil

[NigelB72]

@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 

[rbz5416]

@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?