Onsite visit 25th July 2019Escalated via TM Martin Hicks N0402 On site Engineer Kevin FS3663Reports of pixilation on BBC HD, Dave and Alibi channels – transponders 22,31, 91 and TP93

Upon arrival we checked the Mesh –

All boxes were meant to be hard wired, however the mini box in the kitchen was still showing as connecting via 5Ghz WDS 6250 (-75dB).

Checking all the mesh routes it was clear to see the mini in the kitchen was struggling with poor metrics, we plugged the televes H30 meter into the ethernet cable which was wired to the Mini box in the kitchen to see if the router was issuing an ip address – it wasn’t, we replaced the hub with a hub 4.2, and the ip address kicked in straight away.

Once we’d got all boxes re-meshed to the new hub, and established an ethernet connection between all the connected boxes, we turned off all the 2.4 and 5Ghz radios, as the Mesh connectivity Tool showed lots of 5Ghz interference since April, which is when the customer said they started seeing the issues.

5Ghz interference –

Once we were happy the Mesh was in a stable place, we began to look at the affected transponders –

Investigating TP93 we started to see errors count up on the Measure Mode-

The errors seemed to come and go, pointing towards interference. These errors were also seen on transponders 22,31, 91.We got Kevin to replace the Smart LNB with a new Smart LNB EL010.

The Dish location had already been changed on previous visits, moving it from the front of the property to the side.

Since turning all Wi-Fi off across all boxes, and also installing the new EL010 LNB, we didn’t see any errors whilst in measure mode, we left the customer with it for a period of time, while we went away to get some dinner.

The customer reported back that she had not seen the issue again, after we’d made these changes.

In summary

The Mesh wasn’t in a good place, the metric was far too high, some routes showing as high as 50,000, there were lots of signs of 5Ghz interference showing on the Mesh Tool.

To eliminate this, we turned off 2.4 and 5Ghz on all boxes (there all hard wired), the neighbour next door had also reported the same issue, looking on the Mesh Tool we could see she was also suffering from lots of 5Ghz interference.Turning our customers Wi-Fi hotspots off should help with this.

The router was faulty, as it wasn’t issuing an IP address to the mini in the kitchen, once the router was swapped it all kicked back in, once everything was re-meshed to the new router.

We’re going to follow this up tomorrow by calling the customer to see if she has seen any issues, overnight.