Netfix Pixilation Since New Hub (BT)

[oggy812]

Since BT issued us with a new hub we've been getting momentary pixilation on Netfix every 5 or 10 minutes when watching through the Sky Q App.  Watching Netfix through the TV App is fine.

Dunno if its significant but our Sky Q box uses 2.4 GHz while the TV uses 5 GHz. I've tried changing WiFi channels on 2.4 GHz but no improvement. BT have tested the line and hub and are saying everything is fine.

So stuck between a rock and hard place. Any advice on what I can do to resolve please?

[oldfella]

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@oggy812 wrote:

Since BT issued us with a new hub we've been getting momentary pixilation on Netfix every 5 or 10 minutes when watching through the Sky Q App.  Watching Netfix through the TV App is fine.

Dunno if its significant but our Sky Q box uses 2.4 GHz while the TV uses 5 GHz. I've tried changing WiFi channels on 2.4 GHz but no improvement. BT have tested the line and hub and are saying everything is fine.

So stuck between a rock and hard place. Any advice on what I can do to resolve please?

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Hi @oggy812 

Check what Broadband speed your Q box is receiving.

You can do this in the Netflix App on your Q box.

Go to the left hand menu and scroll down to the bottom and select Get help.

On the next screen there is an option to Check your network

[oggy812]

Thanks, done that. All good. Network speed is 26 Mbps which is what it's always been. All others were green ticks.

[oldfella]

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@oggy812 wrote:

Thanks, done that. All good. Network speed is 26 Mbps which is what it's always been. All others were green ticks.

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Hi @oggy812 

You could also check on how this compares with the speed in the Television Netflix App.

If it is a similar speed then in the Q Netflix App you could try reloading Netflix in the same Get help menu.

[oggy812]

It won't be any better, that's the best we get.

[oggy812]

I owe you all an apology.  Just to be sure I hooked up the old BT Hub to confirm that the pixelation has only appeared since the new one was installed and, dam and blast, it still happened. So it was just an unfortunate coincidence that it appeared on installation of the new Hub.

So by a process of elimination we have established that it only occurs when using Streaming App's (Netfix and Disney+) on the Sky Q box. Those Apps on other devices (ie the Smart TV that Sky Q is connected to, my Tablet, Phone etc) are fine.

I have ensured that the Hub is using the channels suggested above. 

So what do I do now? Give Sky a call?

Any suggestions please.