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womaz
Aspiring Contributor
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Message 1 of 98

Tidal drop outs and not finishing tracks

Hi I have recently moved to BT from Sky for the extra speed etc.

I am a music lover and I listen to Tidal a lot and I am havimg major issues since switching to BT. With Sky it worked flawlessly

Now I ge the occasional drop out, but even more annoying is that tracks skip either at the end of the track or righ tat the beginning.

This has only started since I switched to BT and if it continues I will have to change provider again as I listen to muisc a lot.

 

Not sure if the below info will help. I use a Melco to send music to my Devialet 200. I do this using an IPad with the Linn Kazoo app.

 

I also admot to being fairly inexperienced with internet set ups etc.

Can anyone point me in the right direction please?

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97 REPLIES 97
Distinguished Sage
Distinguished Sage
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Message 2 of 98

Re: Tidal drop outs and not finishing tracks

Welcome to this user forum.

 

How is your music player connected to the home hub, is it wireless or Ethernet?

 

Try turning Smart Setup off.

 

http://bt.custhelp.com/app/answers/detail/a_id/44328/~/switching-smart-setup-on-and-off-on-the-bt-ho...

 

Also try splitting (separating) the wireless channels, as shown on this picture Split wireless channels

 

 

Are any other devices giving problems?

 

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womaz
Aspiring Contributor
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Message 3 of 98

Re: Tidal drop outs and not finishing tracks

The Melco and Devialet are connected by ethenet cable.

 

I have had no problems with anything else. I have tried all of the usual stuff like rebooting. Turning on and off again......etc

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Distinguished Sage
Distinguished Sage
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Message 4 of 98

Re: Tidal drop outs and not finishing tracks

Did you turn off Smart Setup as I suggested?

 

When you get the dropout, is there any change in the colour of the lights on the home hub?

 

Do you have any other devices connected to the Ethernet ports of the home hub.

 

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womaz
Aspiring Contributor
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Message 5 of 98

Re: Tidal drop outs and not finishing tracks

Thank you for your help so far

I will have to check if I have turned smart set up off. I seem to recalll that i have done both of your suggestions as I did contact BT last month about these issues.

 

I have my TV connected by ethernet also.

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Distinguished Sage
Distinguished Sage
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Message 6 of 98

Re: Tidal drop outs and not finishing tracks


@womaz wrote:

Thank you for your help so far

I will have to check if I have turned smart set up off. I seem to recalll that i have done both of your suggestions as I did contact BT last month about these issues.

 

I have my TV connected by ethernet also.


Is it a Smart TV or is a BT YouView box connected to the TV?

 

Have you tried disconnectiing that cable to the TV or YouView box, and see if the problem is still there when it is disconnected?

 

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womaz
Aspiring Contributor
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Message 7 of 98

Re: Tidal drop outs and not finishing tracks

I have not tried this but I will do......the set up is exactly the same I had with Sky though. Its an LG smart TV, it may even be my PS4 that is connected I am not usre

I am at present trying to check my hub settings.

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Distinguished Sage
Distinguished Sage
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Message 8 of 98

Re: Tidal drop outs and not finishing tracks

You need to eliminate any other device that may be interfering with the stream from the network, including TV or PS4, as the BT home hub cannot prioritise any connection over another.

 

If you can look at the home hub event log, and see if you can see any events like frequent DHCP renewal, a common problem with BT home hubs.

 

 

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womaz
Aspiring Contributor
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Message 9 of 98

Re: Tidal drop outs and not finishing tracks

Ok I have now set the hub as you suggested, Smart set up is off. Also switched to using dual channles.

I will see if this helps. Thanks for the help so far

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womaz
Aspiring Contributor
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Message 10 of 98

Re: Tidal drop outs and not finishing tracks

It is my sky box that is connected by ethernet cable....but I have to keep this connected to access on demand services etc

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