Pixelation/blocking/distortion issue

[Dolarhyde]

Having booked an engineer in June because of unwatchable channels, the problem was solved without a visit.

For the past two weeks, I have had a problem with BBC3, BBC4 and BT Sport 3. The distortion comes and goes, with blocking and pixelation and occasional sound glitches.

I have checked all of the cables and rebooted but the problem persists and I don't think it will magically get better as it did before.

Could one of the forum team check my box and maybe arrange a tech visit?

Thanks in advance,

Christian

[japitts · Accepted solution]

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@Dolarhyde wrote:

For the past two weeks, I have had a problem with BBC3, BBC4 and BT Sport 3. The distortion comes and goes, with blocking and pixelation and occasional sound glitches.

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How about CBBC-HD, CBeebies-HD, Sky Arts HD or ITV-Be HD?

Also worth checking Sky Sports News HD & Sky Max HD if they're in your bundle.

[Dolarhyde]

Thanks for the reply, japitts.

I thought it would be a problem with one of the muxes but couldn't find a list of the channels which are grouped together.

I have just checked those channels and all seems fine... and there is no longer any issue with the three channels I mentioned!

Perhaps it was an area fault which has been sorted.

I'll check them again tonight, as it's always been the evening when I've noticed the problem.

[Paul_DN]

Hi Dolarhyde,

Thank you for reaching out to us in our community and welcome back, sorry to hear you were facing pixilation on some channels which has now seemed to have been fixed your end, if you do have any further issues do not hesitate to reach back out, if there are any known issues there would show on our Service Status if nothing is showing there you can run further diagnostic checks Via your Online Account.

If you need any further help, please do not hesitate to reach back out.

Regards

Paul.
 

[Dolarhyde]

Hi Paul,

Thank you for your response. The pixelation issue is ongoing, and is mainly happening in the evening. I recorded Bellator on BBC Three HD on Friday at 21:00 and it was unwatchable. I have saved the recording to show the engineer, should a visit be necessary as the affected channels can look fine during the afternoon.

It is clearly, a problem with one or more of the multiplexes and I would very much appreciate getting it fixed.

I have tried to get through to the faults team, but the automated service will not allow it.

Can you schedule an engineer?

[Dolarhyde]

Hi Paul

So I did manage to get through to someone on  151 to report the fault.

She "sent a signal" to my V6 and rebooted from her end. I asked her to book me in for an engineer which I'd cancel if her remedy has worked, but she said she couldn't book an engineer as everything "looked perfect" according to her readings.

Right now BBC 3 is off air, but Sky Sports Max HD and BT Sport 3 HD look fine... but it's only 5pm and its usually the evening when the problem is apparent. 

I'm not convinced the magic "signal" will have done anything. If the probelm remains, I'll post again here in the hope that you can schedule an engineer visit.

Thanks again,

Christian

[Kain_W]

Thanks for the update Dolarhyde,

Can I ask has any issues appeared since the call you had?

Let us know,