TV keeps pixelating / dropping out / loosing sound

[NickScott44]

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.

[Midnight_Voice]

@David-TVTech 

Great answer!

[Alex93_]

@DarrenDev @David-TVTech can you shed any light on the below information I’ve received from your technical departments head office. 

I was called by EE technicals head office I believe in Newcastle and was informed by EE that the issue is due to a compatibility error code with certain models of tvs, Samsung and LG he named as the two main manufacturers having issues. No fix as of yet but it’s under investigation I believe. So sadly for anyone experiencing these issues then it’s probably down to your tv. 

[Alex93_]

It will not let me message you 

[David-TVTech]

Hi @Alex93_ 

I'm dropping you a message directly to get some more details, also see Forum FAQ's - The EE Community the thread on how to send Private Messages.

The EE team that called you are our Consumer colleagues in TMC , a great bunch of folks. The actual error they are describing is a YVM607 issue where the TV and TV Box have some disagreement about enabling HDCP which encryptions HD and UHD TV Channels, which is not related to pixelation or drop outs which are due to packet loss on in-home or external network connections.

We are aware of a subset of Samsung TVs that have a higher rate of failure, and are working with Youview and the hardware manufacturer to identify the root cause, however it's proving a bit sticky due to the fact that no one TV displays the error consistently and even the same TV being used in different households doesn't show the same error so there's almost certainly some environmental factor that is making the problem worse for those who do see it. 

thanks

David

[LAA999]

Hi @David-TVTech 

Does this anomaly affect Sony Bravia XR A95k. I have the same dropping /blackout recurring but my connection is via Ethernet to Full Fiber Gigabit. Incidentally it frequently goes below the guaranteed 400. Thanks

Dr Aziz

[robh661]

I don't have so much as pixelating as you have, but I do have the sound being so low when fed through HDMI. 

So what I did was attach as soundbar via the optical out socket on the back of the EETV box, that balanced out the volume when watching a DVD, normal TV or watching a recording on the box.

[David-TVTech]

Hi @LAA999 thanks for posting. It's dependant on how things are connected, however if your sync rate is dropping below your minimum  threshold it would be worth getting some network checks carried out to ensure there's no contention or over subscription contributing to the issue. We will need either the TV or Hub serial number to start checks, so I will drop you a DM to get that underway. 

Cheers

David

[Robbiebeer]

Hi we have same issues drop out and  pixilated  picture changed from sky no issues, watching a programme suddenly screen  goes black then resets itself does both on main and mini box have factory reset both boxes but still does it,saved money by switching but wish I'd  stayed with sky,no sure the current  set up is fit for purpose 

[LAA999]

Hi There
I agree with you. I now have measured the connection speed twice daily for a month using “Fast(TM)” App and documented daily drops and that the ‘Guarantee of over 700 mbps’ is just hot air.

[Midnight_Voice]

@Robbiebeer @LAA999 

In fairness, you should report these issues to EE, and given them at least the opportunity to respond; who knows, maybe there is something they can fix?