Streaming TV Picture Breakup

[Thompson218]

Last few days our TV picture keeps breaking up occasionally when watching streaming programs like Netfix, like every 5 or 10 minutes. Sometimes it will happen two or three times close together too. It's nothing serious and recovers almost immediately, no interference on sound. If we were watching via an aerial or dish I would say something has momentarily obstructed the signal but this is Internet.

Speedtest indicates is the same as it always has been.

FYI we a 6 day outage about a month ago which found a broken wire in the grey box on tge outside of the house.

Any ideas? Is something I can troubleshoot myself a bit more or do I just report it to BT.

[Thompson218]

I appreciate this may not be my Internet connection but I've done the checks and fixes recommended by Netfix and the issue persists. However I've done several speedtests and though my up/down is consistent at around 25/5 the jitter values seem to vary quite a bit, some readings are around 30ms download and 99 s upload.

Any thoughts or suggestions please?

Also are there any free apps that can monitor such things for, say, 20 minutes or so?

[Thompson218]

**I've just realised that this topic has been moved to EE TV / Youview neither of which I am using. This is using apps such as Netflix, Disney+ through my Sky Q Box. However I think its connection related. 

[Anonymous]

@Thompson218 

Have you used the MyBT app or the online service to check if there is a fault on the line or with your hub?

That is your starting point.

https://www.bt.com/help/report-and-track-your-bt-problem 

[Thompson218]

I've tried but when I try and track a fault it says no linked account and when I go through the process to link the account it throws  an error saying we're trying to fix the problem at the problem at the moment, please come back later, it said that a month ago when we were trying to track a known fault too. It really is poor.

Incidentally I've see somewhere that previous (a month ago) fault details that show slow Internet as the problem when in fact we had NO Internet for 6 days. So presumaby no compensation process has been started either.

I should clarify that I haven't yet reported a fault for this current problem because, to be fair, I can't be sure it's a BT problem.

[Anonymous]

Appreciate you can’t be sure if it is a BT/Openreach problem, but the only way to rule it out is to run the tests.

[Thompson218]

I have, they concluded that there was something up and a restart of my router and using another WiFi channel or something would likely fix it. This happened automatically but I haven't watched anything streaming since yet to test it.