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Aspiring Contributor
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Message 1 of 12

Pixelation of internet channels

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Looking for some help with an on going issue over last couple of years.

What feels like each time I want to watch any BT sport channel SD or HD the picture is pixelated with sound dropping in and out. Occasionally the picture settles down from the top but no sound or it then cycles through pixelated, picture until I get fed up. 

 

The fix is to turn off at the back

Reset BT hub

Turn on and enter maintenance mode to perform a factory reset but keep recordings

Once this is complete, enter into settings and check for software upgrade

Subscription channels now available

Go to BT Sport (408 or 431) this may occasionally of fixed issue or box needs to be turned off at rear again

This normally fixes the problem 

 

However the next time I watch sport maybe 1 or 2 weeks later it's back to pixelated picture.  If I don't start 30mins before kick off I miss the start due to retuning

 

Freebies box: Humax DTRT1000

Software

Component: 3.1.156 (1fc6ab)

Manufacturer: 27.50.0

Platform Config: 3270

ISP Config: 2153

Running next generation BT TV 

BT Hub 5 type A

Direct  ethernet connection to router

 

No problem watching BT Sport through app on phone or tablet using wifi when freeview box is not working

 

Any ideas ? 

 

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11 REPLIES 11
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Moderator
Moderator
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Message 2 of 12

Re: Pixelation of internet channels

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@Verderad I'm sorry to see you're experiencing issues watching BT sport. These issues normally stem from a speed issue between your Hub and the Youview box. Do you experience the same problems on any of the other Internet provided channels which are in the 300 to 599 channel number range?

 

Can you complete a speed test here http://speedtest.btwholesale.com/ and post your results?

 

Thanks

Neil

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Aspiring Contributor
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Message 3 of 12

Re: Pixelation of internet channels

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Removed Cable from Youview and plugged into laptop

Turned off all other devices in house

restarted router

ran the test

 

 

Download mps:42.63

upload: 4.76

Ping Latency: 50.50

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Aspiring Contributor
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Message 4 of 12

Re: Pixelation of internet channels

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I noticed that my virus protection had reactivated its self

 

Repeated test again with it off

 

Download :42.55

UPload :4.77

Pint Latency : 38.25

 

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Moderator
Moderator
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Message 5 of 12

Re: Pixelation of internet channels

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@Verderad Those results are fine, can you let me know if the same issue happens when you watch one of the other Internet provisioned channels?

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Aspiring Contributor
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Message 6 of 12

Re: Pixelation of internet channels

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Typically its all working fine today, 1 week in since reset etc.

All channels are working fine.

 

When its not working changing the channel usually makes the screen go black. This requires turning the box off to return any channel, even antenna channels stay black.

 

I will post as soon as I see an issue

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Moderator
Moderator
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Message 7 of 12

Re: Pixelation of internet channels

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@Verderad no worries, if the pixilation  returns post back here and we'll be happy to help. 

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Aspiring Contributor
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Message 8 of 12

Re: Pixelation of internet channels

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Hi

Pixelation back today. Noticed first on BTSport1 (408). Screen pixelatted, settled down after 2 minutes.
Changed over to BTSport 2 HD  pixelatted, settled down but no sound,

Changed Channel to BTSport 1 HD, no picture just a black screen.

 

All internnet channels other than those above just black screen.

 

Change to BBC 1 HD  Picture comes on for 30 seconds then screen goes blank, same for BBC 1 SD.

 

Speed Test

Download (Mbps) 40.98

Upload (Mbps) 5.19

Ping (ms) 33.63

 

Restarted YouView by switching off at rear.

All now working fine.

 

Seems to be a hardware problem, its not new maybe some of the capacitors have bulged.

 

Lets see if teh same thing happens in another 2 weeks.

 

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Beginner
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Message 9 of 12

Re: Pixelation of internet channels

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Kept having this when I upgraded to a 4k UHD box. It never happened on my original non 4K box. The television picture is superb when using the tv ariel directly into the television set, however, when connected through the BT box the picture pixelates. I had an ariel booster in my cupboard so I assumed that for whatever reason when going through the HD box the signal was being reduced even though on settings it showed a signal strength of 100. I connected the Ariel into the booster and connected it via an extra tv cable into the BT box and the extra power boost stopped the problem right away. This appears to be a problem in the 4K box and is so frustrating when I am paying additional costs to receive 4k programmes and standard HD is being compromised. This resolved my issues and cost me nothing as I had the booster already. I would suggest that if you can borrow one to try this before spending out on one.

Hopefully, this is the answer everyone is looking for?

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Newbie
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Message 10 of 12

Re: Pixelation of internet channels

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I used longer cable which made it work straight from hub to box then I tried my old plugs and it worked found there was a fault in my 600series plugs

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