BBC1 picture breaking up

adrianlondon

This has been happening for about a week. Anyone else affected?

It seems to be very regular during the women’s football matches currently being shown, so might be an issue only with that stream, but googling I see no complaints from the Brits!

Daniele_Sunrise

adrianlondon We had sporadic quality error images, which we fixed as quickly as possible thanks to the reports from the community. I watched the replay stream of the Women’s World Cup and could not find any tiles. I have to admit that I didn’t watch the whole stream.

If you find a restriction, please let us know.

Greetings
Daniele

adrianlondon

Thanks for checking!

I also didn’t see it all yesterday - just the extra time part. I’ll let you know if there are further issues.

adrianlondon

Still breaking up regularly (very short breaks, though, just a stutter in the sound and some pixelation) while watching BBC1. Mainly when watching the football but it also happens on other programmes.

It doesn’t happen when using the web, or when watching on replay, so it’s only live TV that’s affected. I’ve reseated all the cables to no avail. I’ll see if it continues next week once the footie is over.

So no need to check anything now, but if anyone else watching the football final on BBC1 has picture/sound issues please post so I know it’s not just me. It does seem to just be me 🙂

adrianlondon

BBC2 live (Mandy - 23:00 - 23:30) was pretty bad. Very short pixelation issues with some sound stuttering, but regular.

Could it be a cable issue? I think I have another one I can try, but it’s odd this only started a week or so ago.

Coincidentally, someone has moved into the flat below mine, which was empty for a while. Internet speed is still perfect though, so it’s an odd one.

Daniele_Sunrise

adrianlondon Some of the frequencies on your connection are scraping against a limit which is still acceptable. If you wish, I can either call a technician or send you the IPTV box, which is faster and performs better. What can I do for you?

Greetings
Daniele

adrianlondon

Hi Daniele - thanks for the fast response!

I don’t want an IPTV box yet as it has no IR receiver and can’t be controlled by my Logitech Harmony. I’m going to try and hang on to my current TV box as long as possible 🙂

I’m going to try replacing the cable first, and then I’ll decide if I will just ignore the issue or get back to you and pick one of your options.

Thanks again.

adrianlondon

Hi Daniele,

Not urgent.

I coped with the picture breakups on live TV, but it has gotten worse over the last few weeks. In addition, it is now also affecting my internet, which is much more important 😉

Booting the modem usually results in a flashing blue light. Turning it off/on a few times will fix it but it can take a long time. Also, the logs are full of messages indicative of a noisy connection.

Speaking with support a few weeks ago, we ended up replacing the modem and cables which hasn’t helped. I am pretty convinced that the issue is with the cabling coming in to my apartment.

Without calling support (I’m currently without a working number to call from! long story 😁 ) and as it’s not urgent, could an engineer be arranged? At the moment I can only communicate by email or messaging apps such as WhatsApp. Or here of course.

Daniele_Sunrise

adrianlondon The system shows that the signal values are good, except for a bonding error in the downstream area. I briefly asked internally whether someone could measure further outwards, as I don’t have this option. However, if we need to call out a technician, you will need to update your contact number in My Sunrise. If we can’t reach you afterwards, the appointment will be cancelled.

Greetings
Daniele

Daniele_Sunrise

adrianlondon We have taken your modem under observation in order to perform an in-depth analysis. You should receive feedback from me either on Thursday morning or next Monday.

May I ask you a favour? Could you please provide me with the serial number of your power supply (the new CB3 modem) and that of the old modem (if you still have it and it was also a CB3)?

Greetings
Daniele

adrianlondon

Hi Daniele,

Thanks for getting back to me!

I will wait until I get my mobile contract sorted before arranging an engineer visit. (I tried transferring my mobile contract to CHmobile but they have cut me off, and their Verify ID isn’t working, and their support is …… not the best 😁)

I had to turn my modem off to get the serial number, and I’m now using a neighbour’s WiFi as my modem is back in its “blue flashing lights” stage which usually takes 30-60 minutes to resolve.

I no longer have the old modem and power supply, as I returned it to Sunrise a couple of weeks ago.

The new power supply serial number is: 25255E51711351

I’ll post again when my modem connects, as you obviously can’t monitor it right now. It basically loops with the messages below. Eventually it sorts itself out, usually after I’ve power-cycled it a few times …

TFTP failed - Request sent - No Response;CM-MAC=xxxx;CMTS-MAC=xxxxCM-
QOS=1.1;CM-VER=3.1;

ToD request sent - No Response received;CM-
MAC=xxxx;CMTS-MAC=xxxx;CM-
QOS=1.1;CM-VER=3.1;

TFP Request Retries exceeded, CM
unable to register

Daniele_Sunrise

adrianlondon Thank you for sending us the serial number.

I have forwarded your findings (logs) and the serial number. I will get back to you as soon as I receive a response. Please contact me again as soon as you are available by phone. We would like to send a technician with precise instructions on what to do.

Greetings
Daniele

adrianlondon

I’m connected!

That was “fun”. The modem appeared to semi-reset itself. The WiFi config stayed the same, but my admin password reset (to the one at the bottom of the modem) and all my DHCP config was trashed.

Oh well. I’m online! Have fun monitoring 🙂

I’ll chase CHmobile and try and get my mobile number working again …

adrianlondon

Hi Daniele, I’m contactable again!

I’ve rejoined the modern world and my eSIM has been activated. Same number as before (and in my profile).

adrianlondon

Thanks Daniele - I have an engineer appointment for this Wednesday.

Your online booking system works really well.

Daniele_Sunrise

adrianlondon We were able to find errors through observation. Error 16: Downstream OFDM Profile Failure due to a too high FEC value and Error 24: OFDM Profile Recovery.

Can you please tell the technician to check and correct the values as we found these errors through modem observation?

Greetings
Daniele

adrianlondon

I’ll pass that info on, on Wednesday. I’ll let you know how it goes.

Thanks!

Daniele_Sunrise

adrianlondon We were able to provide the technician with all the relevant information on what he needs to do on site. The appointment seems to be today according to my colleague, who also called the technician.

Greetings
Daniele

adrianlondon

Email and text confirms it’s set up for Wednesday. However, if they do come today, I’m home.

adrianlondon

A very punctual and friendly guy turned up and (hopefully) fixed the performance issue.

Thanks for arranging this for me, @Daniele_Sunrise! You’re always very helpful on these forums in every language.

The engineer was aware of the info you posted above and fixed the issue with that downstream link. I did a quick check and everything looks good.

He made an interesting point when my modem flashed a blue light for 10 minutes whilst he was here. He said that certain parts of the country, particularly around Basel, have an infrastructure issue within Sunrise whereby re-connections often can’t be made around 10:00 - 11:30 and 15:00 to 15:30.

If the modem is already on and connected there’s no issue, but if not it might not connect during those times and end up wth a blue flashing light. It’s been a problem for a few weeks, although Sunrise are aware. So don’t reboot or power cycle modems between those times if possible.

This could also be this person’s issue:
https://community.sunrise.ch/d/47083-connect-box-3-leuchtet-blau-kein-internet

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