TV pixellation / poor signal quality since upgrading

[AndyBUK]

Hi.

Last Monday we upgraded from a fairly basic BT package to EE Full Fibre. We are not getting the speeds promised with the new hub (and they have sent a replacement within the last few days which has changed nothing), so we have an engineer coming on Monday to look at this issue. An additional problem has occurred too since the installation day - watching live TV is almost unwatchable with the picture breaking up and freezing, and sound with it. Signal quality is all over the place. Was perfect up until the moment of installation of full fibre and the new hub. Now unwatchable. Can anyone suggest why it would suddenly deteriorate? With all we have had this last week, plus the 3 months of waiting for the installation, I am regretting staying with BT / EE at the moment.

Thanks.

Andy.

[Midnight_Voice]

@AndyBUK 

How are you watching Live TV? Is this over an aerial?

(You don’t mention EETV, so I presume you don’t have this).

But installing broadband shouldn’t affect your TV signal at all.

However, it seems very likely that something has disturbed your aerial setup, so check your aerial cables all the way back to source, looking for a break, or a disconnection, or a nail through the cable, or anything like that.

[AndyBUK]

Hi.

We have ee tv too, using the same BT box we have had for several years. That hasn't changed. We use aerial for live tv. As I say, the tv quality through the aerial for live tv has been fine until full fibre went live. The aerial cable is the same as before, as is the tv box, and looks all intact. The only change was the new hub and the boxes on the wall where the full fibre comes in.

The broadband is supposed to be guaranteed 700mps, though we are really only getting on average 200, which is why the engineer is coming tomorrow, but the tv issue makes no sense to me.

[Midnight_Voice]

@AndyBUK 

How is the TV aerial wiring arranged? Does it come into the TV box only, or is there a passthrough cable as well, going to the TV?

Either way, try plugging the aerial cable direct into the TV instead of the TV Box, as a test, and see if that is similarly affected.

[AndyBUK]

The aerial cable goes directly from the wall to the ee / bt tv box, nowhere else.

I have tested it to the tv directly and didn't have any issues. As soon as I reverted back to the ee box, the picture started breaking up and went jerky.

[Midnight_Voice]

@AndyBUK 

Which tells us that the BT Box, although it should have been unaffected by the change, is really struggling to decode broadcast TV onto HDMI, something during which it may be trying to get back to the mothership over your strangulated broadband.

It wouldn’t hurt to give the Box the old 8-second reset - touch the On/Standby button for this long until the Box soft resets.

Might do something, might do nothing, but at least we now know the mechanism by which the changes are affecting your broadcast TV, and this is something to tell the engineer when he comes.

[AndyBUK]

We did a soft reset yesterday which didn't help and did a factory reset last night which didn't help either.

I guess another daily call to EE is going to be on the cards.

[Midnight_Voice]

@AndyBUK 

Give the engineer a chance first, though?