Pixilation

[MrsBloxby]

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.

[Les-Gibson]

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

[MrsBloxby]

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.

[NeilO]

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

[MrsBloxby]

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.

[Les-Gibson]

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

[TimCurtis]

@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.

[MrsBloxby]

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?

[MrsBloxby]

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

[TimCurtis]

@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.