topic Re: Intermittent picture pixelation and sound problems. in TV

Intermittent picture pixelation and sound problems.

Matthew161 — Sun, 11 Aug 2024 11:18:34 GMT

Hello, i've recently moved to EE TV after twenty plus years with Sky and i'm having a couple of problems that I hope can be fixed.

We have the EE TV Box Pro and a Mini, and both are showing the same problems. Both boxes are in internet mode and are connected by ethernet cable to the provided EE Smart Hub Plus router. We have had no problems with the internet connection, and are receiving the 300Mbps we are paying for.

First Problem - We are getting intermittent pixelating of the picture and a drop out of sound that lasts for just a second or two and then goes back to normal. Sometimes this doesn't happen for a while, then it will happen every ten minutes or so.

I haven't personally used the TV service as much as others in the house as I mainly use it for the football and other sports, but yesterday I watched the Charity Shield on ITV and some of the Olympics on the BBC and it was happening on both channels. I then watched a League One football match on Sky Sports and MMA on TNT Sports through the box and didn't notice it on either. Small sample size but I thought i'd mention it.

The Second Problem - This may be linked to the first problem and is harder to explain. As a gamer, it sort of seems like when you get a momentary drop of frame rate, but it's a bit different to that, and is at it's most obvious when watching the football. For example, I didn't notice it much yesterday during the 90 minutes, but during every penalty in the penalty shoot out it was very apparent, i'll try to explain it better. In the player's run up it sort of seems to slow down on/around him where your eyes are focused but you still see the full penalty. Like I said, hard to explain.

Both these problems are happening on both boxes and they are both there in the same place when I rewind the box.

I tried to have a look around to see if I could solve these problems without having to make a thread, but most people who are having similar problems were using aerial mode and/or a wifi connection, which we are using neither.

I also haven't contacted EE yet, as having a look around some threads on here there seems to be some knowledgeable people who may know what the problem could be, @DarrenDev was a name in particular that kept cropping up, and he seems to have inside knowledge and know what he's talking about 😀.

Thanks.

Re: Intermittent picture pixelation and sound problems.

Chris_B — Sun, 11 Aug 2024 12:49:18 GMT

@Matthew161 @DarrenDev works for BT/EE so he’s very helpful.

You say both boxes are a wired connection to the router just as an experiment try doing a wireless connection. you need to rule out the Ethernet cables.

Re: Intermittent picture pixelation and sound problems.

Matthew161 — Sun, 11 Aug 2024 13:21:57 GMT

Hi, Chris. Thanks for replying

As in both ethernet cables might be faulty?

The Pro Box is next to the router so I can try wireless there, but the Mini Box is unlikely to get a good wireless signal where it is.

My parents use the Pro Box near the router much more than me, but aren't very tech savy or observant, but i will switch it to wifi and ask them to keep a special eye out to see if there is any picture break up. They have been commenting on the picture break up.

I'm putting some sunscreen on and going for some exercise in this beautiful weather and then i'll see if there has been any pixelating in the picture when I get back. My mother is even less observant than my father, so i'll probably see if he notices any improvement later tonight.

The thing is, it doesn't always happen, and due to me not watching much live tv other than sport, I haven't been using the TV service on the boxes and just use catch up services on my PC, so I wasn't aware of the picture pixelating and sound cut off until the football yesterday on my Box Mini. I have noticed my weird second problem that I mentioned in my opening post from day one.

Re: Intermittent picture pixelation and sound problems.

Chris_B — Sun, 11 Aug 2024 18:36:02 GMT

@Matthew161 It’s a possibility that both cables could be causing an issue, obviously the one to the mini box is your own install in the home and because I couldn’t say anything about this or even how it’s actually wired within the home it’s hard to say if that is an actual issue. But no harm in trying to eliminate that cable. But do try WiFi on the pro box. My pro box is wireless and is upstairs from my router and I’ve not yet had any problems with picture/sound. I can also say I’m not a lot less broadband speed than yourself. In fact you can’t get the smart hub plus on my internet package or TV. I’m on a trial and test and this was sorted especially for me because I was on a legacy EE broadband package.

@DarrenDev will probably pop up here because of the name mentions so keep checking on here tomorrow, hopefully he’s not on holiday.

Re: Intermittent picture pixelation and sound problems.

Matthew161 — Sun, 11 Aug 2024 19:53:28 GMT

Thanks, Chris.

I painstakingly went under the floor, which was a bit grim, to thread a 30m cat6e ethernet cable to where the router is placed in the front room and then upstairs to a TP Link TL-SG108S gigabit network switch. From reading the blurb under the Amazon listing it mentions multicast data stream, so i don't think that will be a problem, and as I mentioned it has had the same problem on the Box Pro, which is not connected to that.

Since i've put the Box Pro on wifi we have had one occasion where it has gone pixelated, but I must stress it is sporadic and it seems strange for one ethernet cable being taken out to make a difference, but what do I know. I'll keep my eye on it.

As i write this it has just happened again, only minor, and it didn't effect the sound. I'm watching the Olympics closing ceremony on the mini box and so I rewound the Box Pro downstairs as my parents are watching it too, and it has the same pixelating in the exact same spot. Just to be sure I checked the feed on the iplayer on my PC and it wasn't there in the feed.

Hopefully @DarrenDev gets chance to see this thread and maybe there is some checks EE can do?

Re: Intermittent picture pixelation and sound problems.

Chris_B — Sun, 11 Aug 2024 20:18:18 GMT

@Matthew161 I will admit I too find it hard that the cable will be the issue and with it happening to both boxes at the same time it’ll be interesting to find out if there is a drop in network at that same time as that pixelation as that would definitely effect both at the same time.

@DarrenDev over to you.

Re: Intermittent picture pixelation and sound problems.

Weerab2024 — Mon, 12 Aug 2024 07:40:51 GMT

I've noticed intermittent pixelation problems as well on my Pro box in IP mode, and my router is literally right next to the Pro box.

Only seems to have happened over the last week or 2.

Re: Intermittent picture pixelation and sound problems.

Matthew161 — Mon, 12 Aug 2024 08:30:46 GMT

I wonder if it's not isolated to our set up, then?

Our install date for the broadband and TV was on the 5th of July, but we only started using the EE TV after our Sky contract ended on the 22nd of July, really. So I don't know if this has been happening from install day.

Re: Intermittent picture pixelation and sound problems.

Weerab2024 — Mon, 12 Aug 2024 08:33:15 GMT

Maybe theres been something going on in the background, not sure.

Re: Intermittent picture pixelation and sound problems.

CHLOEBAGPUSS — Sun, 27 Oct 2024 15:37:42 GMT

Yes I get the same issue with the picture pixelating, I have my tv connected by Ethernet cable as well and never had a problem with it when I had my Manhattan recorder box just since I have had the EEtv probox. Makes me wonder if this a common problem with this system??

Re: Intermittent picture pixelation and sound problems.

Stephanie81 — Sun, 10 Nov 2024 17:21:28 GMT

@Matthew161

@DarrenDev

I have 3 ee boxes 1 downstairs and 2 mini upstairs the one downstairs isn't a mini. And all running through wireless and we are getting exactly the same. I saying for Internet and tv and countless.timez it drops.out and the tv isn't worth watching due the freezing and pixelation. Yes have checked wires and Internet box. And yes it happens on all 3. I'm thinking of changing due to me not getting my moneys worth.

Re: Intermittent picture pixelation and sound problems.

AlbertGee12 — Sun, 10 Nov 2024 19:48:04 GMT

Hi...

Been with EE TV for a couple of weeks now

Left Sky Q to join EE.

Disappointed with the amount of pixelating and stopping of picture and sound every day, compared to the Satellite SKY Q system.

I have WiFi link from hub to EE box, but only 1.50 metres away.

Any suggestions,guys?

Thanks, Malcolm

Re: Intermittent picture pixelation and sound problems.

CHLOEBAGPUSS — Sun, 10 Nov 2024 20:25:35 GMT

I think it’s about time EE did something to resolve this as there are so many people reporting the same issues.
Shame on EE taking money for a substandard service .

Sent from Outlook for iOS<>

Re: Intermittent picture pixelation and sound problems.

dbz7809 — Sun, 10 Nov 2024 21:12:02 GMT

Am I the only one suffering from poor Sound and Picture Quality? I now have to turn volume up massively becasue of the poor sound quality and the picture is dull too. No imoressed with with the EE TV service at all at this point. Also when I Set aprogram to record I just get a bookmark to watch it in the relevant channel app so no more FF through adverts? I feel like I have gone back 10 years in technology!

Re: Intermittent picture pixelation and sound problems.

Maus64 — Thu, 14 Nov 2024 21:13:47 GMT

You arent the only one. We have switched from sky q as our signal lost due to trees. We have had ee tv for about 3 months.we have trouble with the sound too. And now our tv is pixilating the same as sky. We view through wi fi. We turn the volume up but it seems no louder. Its the same with the tv upstairs too. Then the music is deafening but you cannot hear what folk are saying. So annoying when trying to watch a drama or film

Re: Intermittent picture pixelation and sound problems.

scottiejambo — Mon, 18 Nov 2024 17:35:19 GMT

We too suffer from pixelation and sound loss (I am having to raise the volume on my TV far higher than I ever have the past). The pixelation is so bad now that I have had to resort to plugging a freesat box into the existing satellite cables to obtain a signal that is stable. In all honesty, having done so, I do begin to question why I have EE TV as the freesat signal and box gives me everything I need. It is just a shame that the EE Pro TV Box doesnt come with a satellite connection instead of a freeview one (as we dont have a sufficiently good aerial on my roof).

I am not sure what next steps are. Broadband signal is great to be fair and we suffer no dropouts (and I work from home all day). We have the 500gb service.

Has anyone managed to cancel the TV part of their contract on the basis that EE TV is fit for purpose?

Re: Intermittent picture pixelation and sound problems.

Christopher_G — Tue, 19 Nov 2024 08:31:26 GMT

Hi @scottiejambo

Have you tried connecting your router and EE TV Box Pro with an ethernet cable? It may give you a stronger connection and fix these problems that you're having with the aerial.

Start using your EE TV Box Pro Proprietary OS | EE

Chris

Re: Intermittent picture pixelation and sound problems.

scottiejambo — Tue, 19 Nov 2024 09:31:43 GMT

Hi Chris,

Thanks for the suggestion.

I haven't - but really I shouldn't need to. The EE Pro Box has WIFI capabilities so there should be no issue connecting via this method especially as the router is about 1.5 meters away

This is the same advice given by Sky when SKY Glass was launched. I was an early adopter and had to give that up due to the product not being 'fit for purpose'.

Re: Intermittent picture pixelation and sound problems.

TheGreys — Tue, 19 Nov 2024 21:54:15 GMT

We have the same issue, but only with ITV channels or app. If we pause or rewind, it won't play again. We have to change channel and come back to it. Sometimes the sound will play, but picture freezes. Happens on main box and the mini upstairs. Tried wired and wireless, no difference. It becomes unwatchable! We get occasional internet drops - but this happens even when the Internet is stable and I'm working (from home). We've only been with EE since September - previously with Virgin. Starting to regret the decision! EE really needs to do better with this.

Re: Intermittent picture pixelation and sound problems.

scottiejambo — Tue, 19 Nov 2024 22:19:04 GMT

I really feel EE needs to take this issue seriously and provide a plan to improve. I like EE and I like the concept of EETV but the service needs to be stable for customers to feel value from it.