Picture breaking up

[Andy clare]

Hi. I'm new to talk talk and have a few issues. 

1. My HD reception isn't great and breaks up regularly. The same HD channels on freeview are fine and it's the same aerial.

2. All subscription channels are unwatchable. continually breaking up, dropping out and pixelating. For some reason it's much worse after dark

3. The you view box is really glitchy. Eg: you press the remote to scroll down and have to wait 30 seconds for the screen to respond. 

[Karl-TalkTalk]

No Problem

Karl

[Andy clare]

Ok. Thank you all for your help

[Karl-TalkTalk]

Hi

OK, I'll get this out to you now.

Karl.

[Andy clare]

It's worth a try

[Karl-TalkTalk]

Hi

Would you like to try a different model router to see if this gived better performance.

Karl.

[Andy clare]

Tried different cables etc. No difference. And still bemused why its worse after 10pm!

[Karl-TalkTalk]

Hi

All usual line tests clear, and syc speed at 80mb, so all looks ok from here.  You can also try swapping the ethernet cable or try a different port on the router to rule these out.

Karl

[Andy clare]

Main box is direct to router, other is upstairs but both just as bad. Internet speed is fine, no problems streaming etc. I've got an android box and am currently using that as its better than the talk talk boxes

[Karl-TalkTalk]

Hi

You could try a signal booster for the terrestrial channels.  With regard to the internet channels, is the TV box direct to the router with a cable ?  Check the home phone has a clear dial tone, so no crackling on the line etc.   Do you have any broadband issues, slow speeds, dropping coections etc ?

Thanks

Karl.

[Andy clare]

No splitters. Would a booster be a good idea?
This shouldn't affect subscription channels though? They're through Internet?

[Karl-TalkTalk]

Hi

Do you have any aerial splitter in place etc.  Looking at the box remotely, the signal strength for the usual channels, BBC / ITV etc is only at 35.   This is very low and will cause issues.

Karl.

[Andy clare]

Hi
So tried the reset on both boxes. HD still the same (intermittent break up). Slight improvement on subscription channels, now breaking up every 3 or so minutes.
Still worse after dark, don't know why

[Karl-TalkTalk]

No Problem.

we're here when you need us.

Karl.

[Andy clare]

Hi
Thanks for getting back.
I haven't had time to do the reset yet due to work commitments but I'll get on it this week and get back to you

[Karl-TalkTalk]

Hi

Please let me know if the reset helped.

Thanks

Karl.

[Andy clare]

I've already tried the hdmi cables. No good.

'll try the reset.

Thanks

[fre55die]

Hi @Andy clare 

Try a new or different HDMI cable as it could be a connection problem.

Is the TT box connected directly to the router by cable or are you using Power Line Adapters ?

Try a new or different HDMI cable as it could be a connection problem.

If this doesn't improve things, I should try a Maintenance Reset option 2 as follows :

Turn the box off, then unplug power lead for a couple of minutes.

Re plug in power .

Ensure the YouView Box is switched off and is currently connected to the router (the YouView Box will require an internet connection).

Power on YouView using button at the back of the YouView Box.

Start YouView using the power button on the YouView Box front panel and then quickly press and hold both the + and – buttons on the front panel. If you haven’t pressed the buttons together by the time 'YouView Waking Up' is displayed, or you see the 'YouView please wait...' message then try again.

Let go of the + and – buttons once the 'Huawei – Maintenance Mode menu' is displayed.

The + and – buttons on the front panel will navigate the menu. Keep pressing the – button until 2 “factory reset keep recordings” option is highlighted. If you go past the option, simply press the + button to navigate back to the option.

Press the power button on the YouView Box front panel to select the option. This will bring up some information and ask 'Do you want to proceed?'. Press the power button again to confirm.

The YouView Box will now show a progress bar as it downloads software from the internet and installs on the YouView Box. This may take several minutes. Once complete, the YouView Box will restart.

Once the YouView Box restarts, the YouView Box will show the initial setup wizard. You will need to run through the setup wizard including tuning the channels.

You will then need to reset your personal settings (such as parental controls / ANTENNA OUT / Surround Sound etc.) and also reset your scheduled recordings (might be worth taking a note of future recordings before doing this so you don’t miss any).

It is also a good idea to restart your router once you have done this !!

IMPORTANT !!!!!!


Could you please ensure that your community profile includes your PHONE NUMBER as OCE's will need this to tie up your screen name to your account. (click on your avatar to view the information > Settings > Launch Profile Wizard,put your phone number in box, then scroll to the bottom of page and click save)