Poor picture quality and lost channels

[LizzieN]

Since receiving a new router about a month ago the quality of my main channels(BBC, ITV and Channel 4) through the TalkTalk box has decreased.  The picture on these channels are pixelated.  With my previous router all channels were higher quality and no pixelation.  I have also lost some of my radio channels (Classic FM appears but there is no sound).  I have retuned three times without any improvement.  Is this all connected to the router or to low internet speed which currently is around 10Mb/s which seems slow.  You advice will be welcome as I am fed up at being unable to watch TV.

[fre55die]

Hi @LizzieN 

The picture on Freeview channels is not connected to the internet as they use the tuners in your TT box.

Could you try unplugging your aerial from the box and retune. The box will show no channels found but it will clear the box memory. Then try retuning again with the aerial reconnected and see if it has improved.

Are you in an area that has recently had a transmitter update requiring you to retune your TV and Box as a number of people are finding that their aerial is no longer fully compatible? I am in the Crystal Palace area and Freeview replaced my aerial free when they "upgraded" those transmitters.

[LizzieN]

Thanks for your message. I tried what you suggested and the picture quality is the same. Is there anything else to try? 

[fre55die]

Hi @LizzieN 

You didn't say if you are in an area that needed to retune as that is causing a lot of these problems in those areas due to the frequency changes.

[LizzieN]

Hi. I’m not aware of the need to retune. I live in the East Midlands. How do I find out? Thanks

[fre55die]

Hi @LizzieN 

Check on the Freview site https://www.freeview.co.uk/help/tv-changes

I'm trying to troubleshoot for you to eliminating the main known problems that may be causing it before going through other things which could be causing it. Do your pictures on the TV if you plug the aerial lead directly in to it pixellate as well?

If you plug the aerial back into the TV box, tune to BBC1 then Press the Blue Menu/YV button on remote > Settings > TV SignalQuality and what do the Signal Strength and Signal Quality readings show?

[OCE_Karl]

Hi LizzieN

A retune never hurts.  Take the aerial out of the box and retune. No channels will be found, but this will clear the channels from memory.

Connect the aerial again and retune and then retest.

Thanks  

Karl. 

[LizzieN]

Hiya. I’ve tried the TV with the aerial and there is no signal. When I go to signal quality for BBC1 the strength is 37% and the quality is 78%. After using the link you sent there have been no changes to the Freeview channels.

[fre55die]

@LizzieN 

I'm afraid that it sounds as if your aerial or hopefully just the aerial lead is the problem as you say that you get nothing on the TV when it is connected directly from the wall socket to the TV.

I am assuming that the TV is a digital, HD ready or full HD set and already tuned to the DIGITAL channels? It may be worth trying a retune of the TV on the digital NOT analogue channels with the aerial connected directly into it from the wall socket. If that is then picking up a good signal it is probably not the aerial. so report back please.

If the TV, directly connected to the aerial still doesn't give a good signal, I suggest that you try a new aerial lead first as they often fail and if this doesn't improve it you will need to get a reputable aerial installer in to check it all out for you.

[LizzieN]

Hi again. Thanks for your message. I have managed to tune the tv and it picks up all the channels perfectly. Any ideas on how to get the same quality through the Talk Talk You View box?

[fre55die]

Hi @LizzieN 

OK well that's good news as you can now receive TV channels and it is not your aerial at fault, so we can now try some other things.

Could you please try the following :

Turn the box off, then unplug the power lead for about 10 minutes.

Re-plug in power  lead.

1. Ensure the YouView Box is switched off and is currently connected to the router (the YouView Box will require an internet connection).
2. Power on YouView using button at the back of the YouView Box.
3. 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.
4. Let go of the + and – buttons once the 'Huawei – Maintenance Mode menu' is displayed.
5. 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.
6. 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.
7. 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.
8. 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 (blue button on remote > Settings > Picture and sound > 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.

If you do NOT have any recordings that you want to keep :

Blue YV /Menu button on remote > Settings > Factory reset. This option will re-format the hard drive and reinstall the system on your box and you will lose all recordings.

Either of these will confirm if it is the actual tuner in the box or a system fault, although obviously the full reset is better.

[LizzieN]

Many thanks for your instructions on resetting the box. This has worked. A huge thank you for working through this problem.