Pixelation & sound break-up

[Davidjfreeman]

I've had full EE package - Phone, Broadband & TV for 3 months. Periodically,  I get bouts of pixelation and sound break-up - sometimes most of evening. Box is connected to router in adjacent room by wi-fi. 

Tonight BBC1 through the box was pixelating frequently and I got fed up. I turned my smart tv to watch live on I-Player and No Problem! TV is also connected by wi-fi to same router so is receiving the same signal from same router. The only difference is the EE TV box !

[Rach_H]

Hi @Davidjfreeman,

Welcome to the Community!

I'm sorry to hear you're having trouble with your TV connection. Do you notice any issues with your speeds on other devices when this is happening?

Rach

[Timbo45]

@Davidjfreeman 

Are you getting TV reception via the terrestrial aerial or are you in IPMode?

If via aerial then you need to go into settings and check the signal strength and quality of affected channels. You're looking for quality at 100% and strength in the 80-90% range. Any higher , like 100% , and the problem is overloading of the tuners. The solution to this is a variable attenuator between the aerial cable and the aerial input on th EE box, adjusting the streght down to the 80-90% range.

[Davidjfreeman]

Hi Rach

No, I did not notice problems on other devices. Indeed, when I switched to watch BBC1 on I-Player through my smart TV the picture & sound were perfect. The smart TV uses the same EE wi-fi router as the EE TV box !

[Davidjfreeman]

Hi Timbo45

I don't have a terrestrial aerial. My EETV box, which was pixelating and had sound break-up is connected to my EE Broadband router.

When I switched to watch the same programme on my smart TV on I-Player it was perfect and the smart TV is connected by wi-fi to the same EE Broadband router.

[DarrenDev]

@Davidjfreeman iPlayer delivers content in a different way - it's at least 40 seconds behind the live channel, which gives it more time to handle network glitches and correct them.  You should find the same experience if you use the iPlayer app on your TV Box.

Your TV Box is showing very poor stats - lots of dropped packets and retries, despite reporting that it has a strong and stable wifi signal.

My recommendation would be that you call the helpdesk, so that fault can be reported and this issue investigated by someone a lot more skilled than me.