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ccw179
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Picture break up

Hi. I have an issue with my TV picture breaking up. Earlier in the year I had a problem with my broadband not working and was told I had low signal quality which could affect the TV as well. This was resolved but I'm thinking it may have come back again although internet seems ok.  I was asked to post the downstream power readings from my router last time. So as before can someone take a look at the readings below and tell me if it's engineer visit time again. Ta.

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1395000000-738256 qam33
2219000000-10.933256 qam11
3227000000-14.830256 qam12
4235000000-17.532256 qam13
5243000000-19.530256 qam14
6251000000-19.330256 qam15
7259000000-1633256 qam16
8267000000-13.535256 qam17
9275000000-11.736256 qam18
10283000000-11.236256 qam19
11291000000-10.237256 qam20
12299000000-9.537256 qam21
13307000000-9.238256 qam22
14315000000-9.237256 qam23
15323000000-9.238256 qam24
16331000000-9.537256 qam25
17339000000-9.537256 qam26
18347000000-8.438256 qam27
19355000000-7.738256 qam28
20363000000-7.238256 qam29
21371000000-6.738256 qam30
22379000000-6.738256 qam31
23387000000-7.238256 qam32
24403000000-7.238256 qam34
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japitts
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Message 2 of 10
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Re: Picture break up

The modem logs are only of interest for proving broadband issues - TV issues can often be related, but it's not a racing certainty.

Can you explain more about your picture breakup - is this on live TV? Recorded programmes? OnDemand?

Breakup on live TV can be a signal fault, but recorded/OnDemand would be different issues entirely.

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ccw179
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Re: Picture break up

That for replying.

Its lines of distorted picture across the screen that come and go - similar to how Freeview pictures go when the signal through the aerial is poor. It does appear on recordings too as part of the recording.

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japitts
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Re: Picture break up

Can you post a picture of the issue? And can you identify any specific channel(s) that are affected?

Poor signal in a digital-TV environment often exhibits as pixellation.

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ccw179
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Re: Picture break up

Its on most channels - BBC1 is the odd line (attached), Dave is just blocks of colour but sky arts is ok.

IMG_20210712_193038_1.jpg

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japitts
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Re: Picture break up

Yeah - that's pixellation. You've not mentioned whether those channels are the SD or HD variants. If you have only a handful of channels affected, it may be that they're on the same broadcast TX without your realising - a signal fault affecting one broadcast mux would affect all the channels on that mux.

It's as good a case for my stock answer to pixellation queries as anything...

Pixellated pictures on live TV are often the sign of a signal fault. If you've rebooted your box once, then there's likely a fault somewhere, so this will need VM to intervene. You're likely to need either an engineer visit or a replacement box, depending on what VM's remote diagnostics turn up.

You can check for known area faults using 0800 5610061, it's more reliable than the online status checker for street/postcode-level issues that poor signal tends to be. If nothing's reported, then I'd recommend reporting the fault - either by waiting on here, or calling into faults on the usual number.

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ccw179
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Re: Picture break up

I thought that might be the case. The engineer resolved my problem last time by changing the port on the box in the road that my cable was plugged into. Thanks for your help.

Always have a nightmare trying to get through on the phone. Could a VM person on here pick it up and get me a call out. Anytime is fine.

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japitts
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Message 8 of 10
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Re: Picture break up


@ccw179 wrote:

Always have a nightmare trying to get through on the phone. Could a VM person on here pick it up and get me a call out. Anytime is fine.


Likely be a day or so for them to respond, so you know. Don't add any further posts to this thread, else it'll drop down the queue.

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Corey_C
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Re: Picture break up

Sorry to hear that you have been having TV reception issues, ccw179,

 

Have things improved since your post? If not, I've also sent you a private message to confirm your account details.

 

Cheers,

Corey C

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Corey_C
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Re: Picture break up

Thanks for your messages and clearing data protection, ccw179,

 

I have set up an engineer’s visit for you which you will be able to view from your online account here.

 

Cheers,

Corey C

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