[ronxray]

I got BT Vision with 18 extra channels 3 weeks ago.

I am having the following problems.

1) Box reboots on occasions

2) Picture breakup on channels supplied through broadband.

3) Loss of signal many times a day on programme supplied through broadband.

I keep being told every thing is OK, but still get the issues.

Is this a problem others are having? Or is just poor me.?

[meaton]

Hi Ronxray,

Are you on infinity? What speed do you get?

Mike

[VisionMan1]

Quote:

Originally Posted by ronxray

I got BT Vision with 18 extra channels 3 weeks ago.

I am having the following problems.

1) Box reboots on occasions

2) Picture breakup on channels supplied through broadband.

3) Loss of signal many times a day on programme supplied through broadband.

I keep being told every thing is OK, but still get the issues.

Is this a problem others are having? Or is just poor me.?

Hi, ronxray.

It's a network wide issue. They know about it and are working on it. But my box doesn't reboot that often, so I don't know about that one.

[johnwh]

Have a look at BTCare Forums/TV/BT Vision 'HD Picture Quality' thread - lots of problems there!

[BT Support]

Hi Ronxray,

I am sorry you are having trouble with this. I'll be happy to give you a hand and find out what's going on.

Could you drop me an email please? Just use the contact form under my profile info.

Cheers

Craig

[ronxray]

The reboot issue is going to be sorted with a software update soon.

I have infinity at around 40 Mbits, 30 Mbits wireless. Modem , hub, TV all hardwired.

Get a call from BT every couple of days, weekday staff make you think its a problem just with you, weekend staff say it is a big problem they must fix before August.

The post was really to find out how wide spread the problem was.

[VisionMan1]

Quote:

Originally Posted by ronxray

The reboot issue is going to be sorted with a software update soon.

I have infinity at around 40 Mbits, 30 Mbits wireless. Modem , hub, TV all hardwired.

Get a call from BT every couple of days, weekday staff make you think its a problem just with you, weekend staff say it is a big problem they must fix before August.

The post was really to find out how wide spread the problem was.

What you have been told is true. Everyones getting the HD channels distortion. Which they must fix before August.

My distortion is nothing as bad as yours though. But I would definitely recommend PM'ing Craig. Because the BT Mod Team will take personal ownership of all your issues.

[ronxray]

Tried to send Craig a pm but his mailbox is full.

Thanks for your replies.

Ron

[VisionMan1]

Quote:

Originally Posted by ronxray

Tried to send Craig a pm but his mailbox is full.

Thanks for your replies.

Ron

Then everyone, including you, should use this, as it has the same effect -

https://bt.custhelp.com/app/contact_email/c/4950

Though they can take 3-4 working days to respond.

And it's the above method I used to alert BT to this problem, which BT Technical are now aware of.

[ronxray]

Well may be premature, and didn't realise DS had such pull but just been watching ITV HD with no problems.

Did a speed check and its gone up 30%+.

So let's hope.

[VisionMan1]

Quote:

Originally Posted by ronxray

Well may be premature, and didn't realise DS had such pull but just been watching ITV HD with no problems.

Did a speed check and its gone up 30%+.

So let's hope.

Well well well...

Just been watching BBC2 HD, then flicked to Sky Sports... and the channels are perfect! Touch wood.

Bloody hell, that didn't take long.

[ronxray]

Spoke too soon, just after 2 pm itv1 HD lost connection, so flipped to BBC 1 HD it also lost connection within 2 minutes.

The picture breakup seems to have gone to be replaced with only getting half a word every so often. Rewind (-15 seconds) and listen again and the recording has the whole word. Or is it just me.?

[ronxray]

Further update BT just called say picture breakup was due to a server over correcting errors and causing issues.

They have now formed a triage to look at the drop of connection and they will call me Monday with an update.

They also said the technology they are using is new, and they are having teething problems, but the team now looking at it are the technocrats, so let's hope.

I've also started to keep a log, as they have an error logging system which should indicate an issue at the times I am having issues.

[infinidim]

Quote:

Originally Posted by BT Support

Hi Ronxray,

I am sorry you are having trouble with this. I'll be happy to give you a hand and find out what's going on.

Could you drop me an email please? Just use the contact form under my profile info.

Cheers

Craig

Craig, you need to get you mailbox emptied as I have just tried to mail you with my issues.

As you know the BT Vision / TV service is the worse service currently available out there - that is official by OFCOM!!!

You also know you have issue with the multicast implementation of Sky and also taking on new customers for BT Sport which nobody seems to be able to fix.

You are about to go into a major growth but the processes and technical support seems to be struggling - to say the least.

When is BT Retail going to get it's act together with regard to TV services and in particular BT Vision+.

Infinidim

[ronxray]

Am I the only one, but has the loss of connection and picture breakup issues gone since the weekend?

Only negative BT promised to call Monday, but alas no call.

[infinidim]

Quote:

Originally Posted by VisionMan1

Then everyone, including you, should use this, as it has the same effect -

https://bt.custhelp.com/app/contact_email/c/4950

Though they can take 3-4 working days to respond.

And it's the above method I used to alert BT to this problem, which BT Technical are now aware of.

Definitely ronxray send to the above URL your complaint about your service. They need to understand that there are a lot of customers that are having issues currently before the service goes live on 1st August.

Infinidim

[ronxray]

Quote:

Originally Posted by infinidim

Definitely ronxray send to the above URL your complaint about your service. They need to understand that there are a lot of customers that are having issues currently before the service goes live on 1st August.

Infinidim

I don't need to complain, they are aware of the issues which as I stated seem to be cured. If your only input is to try and put BT down why post?

[infinidim]

Quote:

Originally Posted by ronxray

I don't need to complain, they are aware of the issues which as I stated seem to be cured. If your only input is to try and put BT down why post?

Basically BT Retail need to know what the issues are, if people don't give then information about performance or what is wrong then they aren't able to get things fixed and keep them fixed There is a finite resource in BT Retail / Wholesale that knows how to fix things and they get directed to where the most critical issue are.

Up until a few years ago I was responsible for the quality of all BT's data platforms outside the UK - they are more complex than the UK and operate in much harsher environments than the UK.

Customer feedback is one of the most important ways of understanding how a platform is performing - you can monitor them with technology but that doesn't always show the complete picture.

Infinidim

[ronxray]

Quote:

Originally Posted by infinidim

Basically BT Retail need to know what the issues are, if people don't give then information about performance or what is wrong then they aren't able to get things fixed and keep them fixed There is a finite resource in BT Retail / Wholesale that knows how to fix things and they get directed to where the most critical issue are.

Up until a few years ago I was responsible for the quality of all BT's data platforms outside the UK - they are more complex than the UK and operate in much harsher environments than the UK.

Customer feedback is one of the most important ways of understanding how a platform is performing - you can monitor them with technology but that doesn't always show the complete picture.

Infinidim

Thanks, but I had already gone through India, I was dealing with staff in Newcastle but had no idea if it was a widespread problem or just unlucky me. My only issue with BT is they should admit the problem and if they say they will telephone you they should do so.

I have not had the promised call, and in my BT under faults it says issue fixed, issue closed, and an icon for me to confirm, but no way of telling them there is still some picture breakup. So if I want to continue I will have to start in India again.

[ronxray]

Latest.

BT just called, their experts now think it is my BT home hub causing the issues, so they are sending a replacement, let's hope.

[infinidim]

Quote:

Originally Posted by ronxray

Latest.

BT just called, their experts now think it is my BT home hub causing the issues, so they are sending a replacement, let's hope.

ronxray - hopefully that should sort it out but I wouldn't hold your breath.

Most of them just follow a script when diagnosing the issues. The Newcastle people are slightly better as they have access to all the divisions but they are still only "fault managers".

Infinidim

[steveq3]

Ive been having random box restarts, and loss of HD channels, usually if i change channel then change back, the hd channel comes back on. Also occasionally i dont get the hd channel on at all when i turn the tv on, but a message about secure hd compatability telling me to turn the tv off and on again (which brings the channel back). Also the i-player menus dont load or play any programme, i just get the spinning loading thing, but i suspect this is a seperate issue with i-player being ****.

[infinidim]

Quote:

Originally Posted by steveq3

Ive been having random box restarts, and loss of HD channels, usually if i change channel then change back, the hd channel comes back on. Also occasionally i dont get the hd channel on at all when i turn the tv on, but a message about secure hd compatability telling me to turn the tv off and on again (which brings the channel back). Also the i-player menus dont load or play any programme, i just get the spinning loading thing, but i suspect this is a seperate issue with i-player being ****.

They really do need to get "new look" BT Vision sorted out. At the moment there are so many issues that they need to address.

Infinidim

[ronxray]

Quote:

Originally Posted by steveq3

Ive been having random box restarts, and loss of HD channels, usually if i change channel then change back, the hd channel comes back on. Also occasionally i dont get the hd channel on at all when i turn the tv on, but a message about secure hd compatability telling me to turn the tv off and on again (which brings the channel back). Also the i-player menus dont load or play any programme, i just get the spinning loading thing, but i suspect this is a seperate issue with i-player being ****.

Join the club. I still want to keep BT vision but I an now being treated like an idiot. I'm a electronic engineer, just saying because I'm not stupid.

They sent the new hub which has cured nothing, if anything it is slightly worse. So I replied too their e-mail telling them "good try but no go". Then I get a reply saying all the things they said weeks ago, like is it the freeview channels, you may need a new aerial, are your cables connected properly, wireless could be an issue, all connection a hard wired, but they already know this.

It's never been about freeview, always about broadband channels, so I am getting near to cancelling all of it.

I had hoped we had got past a computer screen and a script.

[ronxray]

UPDATE
I gave up and waited for contract renewal, this week. They offered me a youview box for £35. Arrived yesterday.

Now HD channels breakup regularly. And freeview channels pixalate.

BT is rubbish.