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Clem62
Beginner
445 Views
Message 1 of 9

Picture breaks up when downloading a TV programme

I have a HH 4 and a recent line test showed my broadband line speed to be 71mps (exchange to router). I have a Sky Q box and every time I watch a programme I've downloaded (eg via 'catch up') the picture breaks up and pixelates constantly.  I've rebooted my Sky Q box (which is new) and my BT router several times but it hasn't made a difference.  I've set 2 connections on the router - 2.4ghz and 5ghz.  The Sky Q box will only connect to 2.4ghz as its not a Sky router. Are there any changes I can make to the settings on the router or the Sky Q box to stop this from happening?  Thanks

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8 REPLIES 8
-Richie-
Expert
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Message 2 of 9

Re: Picture breaks up when downloading a TV programme

If it's pixelated then it could be a faulty hard drive not reading the recording correctly or the download was corrupted when downloading.

I have a Sky Q box and don't have that issue, my BB is with BT, contact Sky and see what they say, don't let them fob you off blaming BT, something is corrupting the download and your choice of ISP won't matter.
They once tried telling me that Sky Q works better with Sky BB, when challenged how they couldn't answer, so they tried selling me half prices movies and sports to change the subject.

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Clem62
Beginner
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Message 3 of 9

Re: Picture breaks up when downloading a TV programme

Thanks Ritchie - I will get back on to Sky.  The thing is we had exactly the same problem before and they changed our Sky Q box just a few weeks ago.  So I did wonder if recordings (downloaded programmes) were getting corrupted while downloading. Sky box works fine while watching live TV or recording 'live' programmes, we just have issues with catch up programmes that are downloaded - which is why I thought it was a broadband issue.  Thanks again

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-Richie-
Expert
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Message 4 of 9

Re: Picture breaks up when downloading a TV programme

If it's happened before on other equipment then maybe you have some wi-fi interference, do you have the option to use an ethernet cable ? even if only short term to rule out any interference.

Wire the connection, re-download what was previously corrupted and see what happens.

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Clem62
Beginner
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Message 5 of 9

Re: Picture breaks up when downloading a TV programme

Thanks Richie - unfortunately, because where my HH is situated, wiring the connection isn't an option and I'm fully reliant on the wifi connection working effectively.  I have filters fitted to the main BT junction box + the extension socket - would either refreshing the channels on the HH or even upgrading the HH to latest version make any real difference?  Kind regards.

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Distinguished Sage
Distinguished Sage
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Message 6 of 9

Re: Picture breaks up when downloading a TV programme

The Sky Q box has an Ehternet connection, so you could use broadband extenders instead.

https://www.shop.bt.com/mini-sites/connected-home/broadband-extenders

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Clem62
Beginner
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Message 7 of 9

Re: Picture breaks up when downloading a TV programme

Thanks Keith - I'll look into that.  Quick question (and apologies if this sounds a bit basic), but one of our power sockets is defective and isn't 'live'. Obviously I wouldn't plug it into this socket but would the fact it isn't live prevent the extenders for working effectively, e.g. because there's a 'break' in the circuit? Regards.

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Distinguished Sage
Distinguished Sage
361 Views
Message 8 of 9

Re: Picture breaks up when downloading a TV programme

The extenders need power to operate, so they would not work if the socket is not connected to the mains.

As the Sky Q box has a power feed, you could just use that, and used the extenders with the through power socket, or just use a two way socket, as they will work on short extensions.

These are much better than using wireless.

 

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Clem62
Beginner
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Message 9 of 9

Re: Picture breaks up when downloading a TV programme

Hi Keith - bought some BT broadband extenders and connected up to my Sky box.  However still get the issue when downloading a programme from 'catch up'. At various intervals the picture will break up and become pixilated.  I thought a wired connection would solve the issue but apparently not.  If its broadband interference, would reconfiguring my router to use a different channel help - if so how do I do that?  Appreciate any help, thanks.

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