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Message 1 of 7

Poor quality recordings over internet

Using the BT Box I have recently noticed bad pixelation and sound skipping occasionally on live TV and on some recordings, so bad as to be unwatchable. I've tried rebooting the router and also resetting the Wi-Fi connection with the BT box - this seems to temporarily solve the problem but it recurs. I often notice this around 5pm but this might be co-incidental. I can be streaming Netflix via the BT box and lose internet connection. However as we have an android TV with its own apps, I can change input and continue watching Netflix through the TV itself. This makes me wonder whether the temporary loss of Wi-Fi is only on the 5gHz band, as the TV and other iOS devices don't seem to be affected at the same time.

Last week I called BT and their solution was to send a replacement EE box which is now set up, but the problem remains the same.

We have Full Fibre 500 Complete Broadband. The router is in the hall about 8m away from the BT Box in the lounge room and the BT box says the Wi-Fi signal is moderate. 

Would the picture and recording quality be stabilized by connecting the EE box by ethernet cable to a BT Wifi extender? I also wonder about splitting the 2.4 and 5GHz bands on the router (as I believe I should now be able to do) but when logged into the Hub Manager this option is not available to me.

I would appreciate advice from an engineer and feedback from other members.

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Message 2 of 7

Re: Poor quality recordings over internet

First thing to try is a temporary wired ethernet connection. Whilst inconvenient, it will prove beyond doubt whether the issue is the the WiFi. If it is, you can then look at methods of resolving it. First of which would probably be to disable automatic channel selection for the 5GHz band & move away from channel 36.

If you have the SH2 then SSID's can't be split.

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Message 3 of 7

Re: Poor quality recordings over internet

Thanks for the advice, I'm on Amazon now to look for a long ethernet cable - would a cat 6/ 6a be advisable? I don't want to spend a load of money on what might be a one-use item but want to make sure that the ethernet 'test' result is valid and doesn't fail due to the wrong cable.

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Message 4 of 7

Re: Poor quality recordings over internet

Even a lowly Cat 5 (100Mb) would be sufficient, as I doubt the Pro Box has a gigabit connection because it could never use it. But a Cat 5e or above probably best for future use.

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Message 5 of 7

Re: Poor quality recordings over internet

Exactly the same issues here. Doesn't matter if tv box is connected to wireless or wired connection.

It's so bad at times that I've given up watching on the box and using the app instead.

 

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Message 6 of 7

Re: Poor quality recordings over internet

To update, while waiting for the Ethernet cable I moved some things around and respositioned the EE Box as near and as unobtructed as possible in respect to the router. I can tentatively report an improvement in a couple of recordings since, but not evidence enough to close the issue. I will monitor and try the cable if the problem remains. 

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Message 7 of 7

Re: Poor quality recordings over internet

@Hennypenny18 

Also ensure to use well insulated cables to and from the box, aerial, HDMI, etc., and/or keep them well separated, so the signals in one cable can’t interfere with the signals in another.

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