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Daveyyyyyjt
Beginner
947 Views
Message 1 of 9

Picture & sound dropout

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Every 2 or 3 minutes the sound then picture drops out on the internet channels although tonight on BTsport 4k channel it's been every 30 seconds or so, I have called bt about this previously and gone through all the resets on the box and hub, power cycling and updates and nothing has sorted it, The only time I haven't had this problem is when an engineer came out to have a look.

 

Any ideas anyone?

 

I rarely use the box now because of this.

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8 REPLIES 8
Distinguished Sage
Distinguished Sage
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Message 2 of 9

Re: Picture & sound dropout

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Welcome to this user forum.

 

Is your Internet connection dropping?

 

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

 

How is the YouView box connected to the home hub?

 

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Daveyyyyyjt
Beginner
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Message 3 of 9

Re: Picture & sound dropout

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Internet never drops, box is connected directly to hub via supplied cable (have tried others as well), no phone plugged in to test for noise but will try later.

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Daveyyyyyjt
Beginner
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Message 4 of 9

Re: Picture & sound dropout

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Bit of an update, On sky sports you get a code above the channel ident to identify you if your broadcasting the channel, when the sound and picture drop out that code stayed visible, Dunno if this will help?

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Daveyyyyyjt
Beginner
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Message 5 of 9

Re: Picture & sound dropout

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Also no noise on the 17070 number

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BT TV Expert
BT TV Expert
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Message 6 of 9

Re: Picture & sound dropout

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Hello @Daveyyyyyjt 

 

Would love to help you - if you're able to private message me your details I can contact you and we can discuss how I can help.

 

Martin.

Daveyyyyyjt
Beginner
746 Views
Message 7 of 9

Re: Picture & sound dropout

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Thanks Martin, Wasn't able to answer your calls recently because I was in work but the new router has sorted it, No problems whatsoever since I started using it.

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BT TV Expert
BT TV Expert
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Message 8 of 9

Re: Picture & sound dropout

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So pleased it's working for you now. Any problems in the future, just shout.
Martin.
sea2dog
Aspiring Expert
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Message 9 of 9

Re: Picture & sound dropout

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wrote:
So pleased it's working for you now. Any problems in the fu9ture, just shout.
Martin.

Hi @Martin--W
After seeing you are a BT-TV expert I wonder if you're able to help me.
Like many I've been experiencing sound dropouts on the subscription channels like BTSport, the freeview ones from the aerial are fine, pausing does help, but I should get a new youview box soon to help fix the issue but not sure if I need a new homehub too, any ideas?
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