TV keeps pixelating / dropping out / loosing sound

NickScott44 · ‎13-10-2024

EE TV was installed on 2rd October. The picture keeps pixelating / dropping out and loosing sound.

The sound volume is also poor.

Disappointed with this situation. What can be done to stop this happening.

David-TVTech · ‎18-10-2024

Hi @NickScott44 one of the main issues you're having is WiFi congestion, there are approx 21 other Wi-Fi networks on 5GHz detected nearby, at least 10 of which are using the same channel (36) - in essence it's a bit like the M25 at rush hour where everyone is jumping between lanes. The congestion will impact multicast most as it's very time and continuity dependant but even streaming services could begin to ratchet down the bit rate profiles to try and promote connection over quality.

You mentioned PLAs - whilst these have fallen out of favour, if direct wiring is not an option, they remain a good idea in principle provided they're recent models using HPAV2 standards and using the wired connection will remove the Wifi congestion and reduce the interference (assuming the home electrics are clean) . It also looks like you're using a Smart Hub 2 as your router - getting the latest SH3 would allow a greater range of Wi-Fi access channels to be used, which will mitigate if not eradicate the issue. Worth looking at.

Drop me a line here if there's anything we can do to help,

Cheers

David

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Chris_B · ‎13-10-2024

@NickScott44 Are you using Arial mode or IP mode ? Is this pixelisation when watching TV channels or Netflix,Now TV etc etc

The volume can be fixed by turning the volume up directly on the TV.

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

NickScott44 · ‎13-10-2024

Thank you, Chris. EE box uses network connection.

I have to set TV volume to three time the levels that we had with Sky.

NickScott44 · ‎13-10-2024

Pixelation is when watching TV, I Player, recordings etc.

Christopher_G · ‎14-10-2024

Hi @NickScott44

Are you connected by WiFi or ethernet cable? The wired connection would give you a better experience.

What speeds do you typically get from your router?

Chris

NickScott44 · ‎14-10-2024

Hi Presently getting 135 - 137 mbps

Thanks nick

NickScott44 · ‎14-10-2024

Connected by Wifi.. Would powerline ethernet connectors be useful?

DarrenDev · ‎15-10-2024

Launch the Netflix app on the TV Box and select the "Get Help" option. From there, you'll find a speed test - what speed does that show the box is receiving?

NickScott44 · ‎15-10-2024

Hi, and thanks. The speed is 137.25 mbps.

Thanks, nick.

Alex93_ · ‎17-10-2024

Good Morning

I found your email address on a EE community forum regarding issues with EE internet and issues with the EE tv box. I have EE full fibre package 150 along with full works tv with a main box and mini box. I have noticed a lot of pixelation issues when watching through the tv box and signal drop off it seems, which is causing my viewing experience to be rather awful.

I have checked my speeds via the tv box app for Netflix and I'm pulling 130-140mb, I have the same speeds via the mini box in the other room. The router is not far away from either tvs, however I find that when I run the same speed test through the smart tv Netflix app I get a massive drop off, my speeds are showing 30-40mb. This is almost 100mb drop.

So I don't know whether I'm getting this drop off throughout the whole property for my devices or whether it's just my tvs that are unable to pull the speeds that the tv boxes are pulling, which is giving me pixelated pictures and sound out of sync issues. I have brand new tvs so I'm guessing the newest technology is installed inside them. I had an EE engineer come round and changed my settings from WiFi 6 to WiFi 5. Everything is connected wirelessly. I have no issues with speeds anywhere in the property as I’ve checked this multiple times it just seems to be through the Samsung Tv and the EE tv boxes

Any help would be greatly appreciated