Black screen after adverts but sound on

[Stevie59]

Hi, anyone experiencing a black screen after adverts but sound on? Seems to happen across both channels and apps and intermittently when going directly to a channel from the guide menu. Pro Box connected on Internetconnection mode, speed check says all is fine, no updates pending, HDMI is sound as works happily for extended periods without interruption when on one channel or without adverts on app so guessing it must be something to do with the bow. Thanks, Stevie

[Christopher_G]

Hi @Stevie59 

Welcome to the community.

I know you mentioned that you don't think it's the HDMI cable, but do you have another one you could try? If another one does the same thing, we'll be a step closer to diagnosing the problem.

Chris

[Stevie59]

Morning Chris,

Thanks for the prompt reply.

I tried another HDMI cable after posting my last message as saw this was a suggest fix on similar posts however unfortunately the issue with a black screen but uninterupted sound was consistent across both connections. Do you think it could be a box or internet connection issue?

Thanks,

Stevie 

[Christopher_G · Accepted solution]

Thanks for trying that, @Stevie59 

It could be. I suggest having a chat with our technical support team so they can run through some diagnostic checks. Fingers crossed they can find a fix for you. Please come back and let us know what happens.

Chris

[Stevie59]

Thanks again Chris. I've spoken with technical but the only advise available as I am already on the best wi-fi speed is I can swap my box over to tv ariel mode from wi-fi connection. This would mean that the issue experienced would likely stop however I'd be not be able to use any apps, which I think all would argee dosnt meet the needs of a viewer who's subscribed to a package largely based on the content being delivered by app.

[zulu17]

Hi @Stevie59   switching to aerial mode  would mean the Freeview channels would be using the aerial signal. Your apps would still be using your (wifi)  as before . The apps are supposed to handle variations in bandwidth so if there is a drop in quality they would adjust accordingly.

Out of interest how long did the technical support people take to analyse your problem ?

One other random suggestion -- when you get the blank screen but sound - have you tried pressing pause  and a little later press play and see if if the stream plays normally from its buffer ?

[Stevie59]

Hi Zulu,

Thanks for the reply and info. Credit to the tech support team they were very quick. I'm a bit confused on the ariel/wi-fi connection though as (maybe incorrectly) I thought it was one or the other I.e. if I swapped to ariel I'd have no apps at all unless, as advised, I could connect an ethernet cable. Unfortunately I neither have an ariel nor the ability to connect a ethernet cable so am unsure of next steps due to being g toed in to the contract for another 20ish months.

Any help greatfully received!

Thanks,

Stevie

[zulu17]

@Stevie59  

First .. currently you have this marked as solved. suggest to change that by unmarking the solution. whilst it was good advice you don’t have a solution .
If people see a thread has a solution they will be less likely to respond as they be focusing on unsolved and open issues.

The advice from. Technical support to switch to aerial  mode , without asking if you had an aerial available  does suggest that perhaps they could have explored your issues a bit more.

Using aerial mode rather than Ip mode would change the delivery method for the freetoair channels , but the subscription channels and apps would still be dependent on the broadband. So if they (subscription and apps)  have issues in ip Mode it us likely they will continue to have issues in aerial mode, One qualification there is that if you are accessing two ip streams on the box. (Eg recording an ip channel whilst watching another Ip channel)  that would require/use more bandwidth that if one of the channels was aerial fed.

 If there is an issue with your Wi-Fi quality in the location where you are using your EE TV box then I would have expected some exploration of the options available. Other contributors to this forum may also have some suggestions here.

you probably need to make a return call to support., make sure you emphasise the issues with the apps.as well.