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HD playback unwatchable

Alvertech
Tuning in

on ‎16-07-2021 20:59

Title says it all. Pixilated and freezing. Started about 2 weeks ago and only noticed it affecting C4 HD. Now all HD playback has issues.

Reading other posts I'll try the phone reporting.

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5 REPLIES 5

japitts
Very Insightful Person
Very Insightful Person

on ‎16-07-2021 21:17

Is your live TV viewing ok? If it is, you have possible signal issues and should try one precautionary reboot. If symptoms persist, check for known area faults on 0800 5610061 before then reporting your fault.

If live TV is ok, try pausing for 30seconds and watching delayed. That's using your hard drive and is effectively a recording.

If you have signal issues - C4-HD shares a broadcast TX with ITV-HD, C4-SD & C4+1, all should be similarly affected.

If you have hard drive issues, all recordings & paused programmes will be affected, regardless of channel.

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Alvertech
Tuning in
In response to japitts

on ‎16-07-2021 21:35

Area status ok, tried rebooting several times. Have noticed that delayed watching is also affected. It's the recorder/harddrive.

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japitts
Very Insightful Person
Very Insightful Person
In response to Alvertech

on ‎16-07-2021 21:40

It certainly sounds hard drive related.

You can either call into faults on the usual number (150 from VM, 0345 4541111 otherwise) or wait on here (potentially a few days) for a staff response.

You're likely to need a tech visit with a view to box replacement.

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Megan_L
Forum Team
Forum Team
In response to Alvertech

on ‎19-07-2021 12:19

Hi Alvertech, 

Thanks for using the forums to get this issue with your TV services looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.

I can see @japitts has already gone through some questions with you which really helped me to see where we need to go next with this issue. 

I checked your services on my side and can see there are some specs on your TV box that are out of spec which might also be causing the issue. 

This will need an engineer to visit in order to take a closer look, I'll send you a PM now so we can get this booked in for you 🙂

Thanks,

Megan_L

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Megan_L
Forum Team
Forum Team
In response to Alvertech

on ‎19-07-2021 15:20

Hi Alvertech, 

Thanks for giving me that information in our PM, I have booked an appointment for you now. 

If you need to check, change or cancel your appointment you can do so on your Online Account. 

Please let us know how the visit goes so we can support you again if you need us!

Thanks,

Megan_L

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