I recently subscribed to Sky Sports HD channels on BT YouView. I received confirmation that the channels would be activated on Friday 10 August and having checked on Friday evening that the channels were indeed working correctly I set a recording for the Tottenham vs Newcastle match this afternoon (Sat 11 Aug). I’ve just tried to watch the recording and it’s completely pixelated and distorted so much so that it is completely unwatchable. I have just recorded another programme on the same channel and it’s fine so I’m not quite sure what the problem is.
I’ve spoken to someone in customer support (offsore based) via online chat and they suggested I perform a factory reset to prevent the problem from reoccurring. Having been a longtime user of YouView (Retail, Plusnet and now BT) I’m not convinced that that advice is actually correct but whatever.
Bearing in mind I subscribed to Sky Sports several weeks earlier than I otherwise would have done specifically to watch this match it’s fair to say I’m pretty annoyed. My attempt at getting a refund from BT via the online chat for my Sky Sports subscription resulted in a ‘computer says no’ please call our support number scripted answer. Could one of the BT staff who moderate this forum please take ownership of my refund request so I don’t have to go through hellish process of trying explain all this to the offshore customer service department over the phone. Thanks in advance.
Solved! Go to Solution.
A factory reset of the Youview box would be very much a last resort attempt at a resolution of a Youview box behaving abnormally and of course the problem could be elsewhere. If the playback of your recording always exhibits the same problems at the same points in the recording then the problems probably occured at the time of recording. Was the entire programme recorded and was it pixilated for the entire duration ? - i think it was a 3hour 45 minute programme.
I see that last year there was this thread
did that get resoloved or have the intermittent problems continued ?
Sorry to hear you are having problems with the service. If you're able to drop me a PM with your telephone number I can take a look.
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Thanks @Gemma_P PM sent.
I should also mention, for the benefit of anyone else with similar issues reading this thread, that having done some further testing I’ve discovered the problem only affects Sky Sports HD. The Sky Sports SD channel is ok. However if a recording is in progress on Sky Sports HD while the box is in standby it will also corrupt any other concurrent recording on any of the other subscription (IP) channels (SD or HD) but not broadcast (Freeview) channels which are unaffected.
As I have already mentioned this isn’t a broadband/bandwidth issue as all other subscription channels including HD channels record fine, singularly, or two concurrent recordings, so long as one of them isn’t the Sky Sports HD channel.
For the benefit of anyone else with similar issues reading this thread, this issue was resolved by connecting the YouView box directly to the router (BT Homehub). Or at least that’s the short answer.
The longer answer is that between my homehub and the YouView box there was a Devolo 500 homeplug and two NetGear Gigabit network switches. It was these or rather a combination of these that caused the problem. The homeplug in of itself wasn’t a problem but in combination with the network switches it was a problem. Likewise a single network switch if connected to the router (bypassing the homeplug) wasn’t a problem but two network switches was a problem.
Here is a summary of the set ups I tried and the results.
It is pretty clear from my testing that it isn’t a bandwidth issue. BT think that it may be the network switches and/or homeplug and/or some combination of the two are unable to buffer the higher bitrate of the Sky Sports HD channel (apparently Sky Sports HD uses significantly more bandwidth, just over 14MB, whereas other HD subscription channels only use 5 to 9MB). If the buffer was just over, they think that would explain why it also corrupts the second channel. So basically a resourcing issue for multicast over a certain bitrate on the switch. At least that is what they suspect.
I’m not quite sure in that case why I can record two HD subscription channels so long as one of them isn’t Sky Sports HD as that would require more resources than recording Sky Sports HD without any concurrent subscription channel recordings and it also doesn’t explain why recording Sky Sports HD is fine when the box is switched on (as opposed to standby).
It’s all very peculiar but at least I now have a solution albeit longer term it will mean drilling a hole through a wall to route a network cable into the lounge or purchasing another homeplug purely for the YouView box.