Bad pixelation on all channels

[Tezz001]

We again have bad pixelation on all channels, some worse than others, and with the “channel failed” message popping up. I called vm and went through all the trouble shotting to no avail. We’ve had both 360 boxes replaced, cables checked and router changed and a second engineer due tomorrow. Real tired of this. See picture attached 

 

[newapollo]

Re the pixelation. Have you tried a different HDMI cable, also a different HDMI port?

CS2004 may be due to local issues.  Have you used the /check-services/   function? You can also a run a test on your equipment from there.  If nothing is showing  you could also try the automated Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

Do you have any problems using apps or catch up/on demand on your 360? Do you have any internet issues on other devices when you see error CS2004? Any time you see that error message you should perform a quick diagnostic on your 360 box by heading to Settings, then Network and picking Diagnostics to check if the box is still connected to your home network..

If you’re using an Ethernet connection, make sure that the cable is securely connected to the 360 and the Hub. I would also try a different ethernet cable as it probably won't be the ethernet port on either your 360 or hub as you say they've both been changed. Rebooting  the hub often fixes that error.

If you are connected by wifi then if you aren't using VM's pods I suggest separating the 2 wifi bands on your hub and connecting the 360 to the 2.4GHz band. It's slower than the 5Ghz band but you don't need the very fast speeds for the 360 but that signal is stronger.

To separate the 2 bands open a browser and log into your hub 192.168.0.1 - using the SSID and wifi settings password printed on a sticker on your hub, then navigate to the following settings so you can differentiate between the signals.

Advanced Settings > Wireless > Wireless Signal > click on Disable Channel Optimization  at the bottom then  click on Apply Changes. Then go to Advanced Settings > Wireless > Security > Add  2g to the end of the 2.4GHz Channel name - For example if it's VM12345678 change it to VM123456782g 

You can leave the passwords the same as they are.  Then at the bottom click on Apply Changes. Then log out of the hub at the top of the page. You will need to reconnect all you Wi-Fi devices some will want to connect to 5Ghz and some to 2.4GHz and some will connect to either.

You could also do a search for an app such as wifi analyzer which tells you the strength of the channel you are connected on, and also shows other channels so you can decide if you want to change the channel number on your hub

Advanced Settings > Wireless > Wireless Signal >  beneath both the 5Ghz and  2.4GHz sections click on the manual button, and in the drop down box click on the channel number you want to change it to, then scroll down and  click on Apply Changes.

[Kath_F]

Hi Tezz001, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

I've just replied to your other thread here: Super hub 5 modem mode crashing

Please make sure you are only posting once about your issue. If you need to update the thread then just reply to your original thread rather than creating a new one. We understand it's frustrating when something's not right however posting more than once about the same fault makes the boards look busier than what they actually are. It also means we could take longer to reply due to needing to sift through duplicate posts.

Have a look at my reply on the other thread and stick with that one so we keep all the information in one place. 

Thanks, 

[Tezz001]

I have only posted once about the issues, one for each issue. Still no fix in sight

[David_Bn]

Thanks for coming back to us @Tezz001, referring to the alternative post, whilst it does have an alternative subject titled, there is discussions of the pixelation on the set top box.

Do feel free to update us on how the services are performing, either via this thread, or allow a member of our team to respond to your other thread and we'll seek to assist where possible.

Thanks

David_Bn