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audio and video stuttering / missing on playback

jimpotter2017
Dabbler
Posts: 10
Registered: ‎30-10-2017

audio and video stuttering / missing on playback

hi,

 

so i took out the plusnet tv service , mainly to recorded items i am not at home to watch and then watch at my leisure.

ive been recording items on Discovery and history channel , but upon playback large chunks of video and audio are missing .

IT effectively Pixals and becomes unwatchable. Which is quite frankly very very frustrating .

 Broadband remains stable as far as i can tell , and it does not affect live viewing.

 

please help, as there's otherwise no point in having it as i cant use it as intended .

 

thanks in advance

 

Jim

3 REPLIES 3
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 20,263
Thanks: 6,852
Fixes: 1,139
Registered: ‎21-04-2017

Re: audio and video stuttering / missing on playback

Hi Jim.

This doesn't sound good. Sorry to hear you're having issues.

Can you try the troubleshooting steps here letting us know how you get on?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
jimpotter2017
Dabbler
Posts: 10
Registered: ‎30-10-2017

Re: audio and video stuttering / missing on playback

Hi Gandalf .

 

so i reset the router maybe once a week as Netflix also seems to drop connection when viewing through the supplied box.

it only affects playback , not live video from what i can tell.

the exception to this is that Netflix drops via the box and stays at 25% until you reset the router.

when you play back the recording its that bad you cant watch it.

 

id rather try specific test that general things.

all cables are good and secure etc .

 

connection speed is around 70m

Jim

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 20,263
Thanks: 6,852
Fixes: 1,139
Registered: ‎21-04-2017

Re: audio and video stuttering / missing on playback

Hi Jim.

If you've gone through the troubleshooting steps I think the next step would be to arrange an engineer visit.

The quickest way to do that would be to call our technical support team for YouView issues on 0800 013 2634.

Apologies for any inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team