Freeze image when changing channels and sound from new channel

    • Hello everyone

    For a few days now I’ve had the problem again that when I switch to the ‘Tele Basel’ channel, the picture from the previous channel ‘freezes’ (freeze image) and only the sound from the ‘Tele Basel’ channel can be heard.

    I can usually easily switch to another channel where I can see the picture and hear the sound.

    But as soon as I switch back to ‘Tele Basel’ I have a still image of the channel I watched before.

    Then only restarting the TV-Box will help. But the next day the problem persists again.

    Do any of you also have problems like this?

    Thanks in advance for your feedback

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    • Hello @SamuelD

      I received the replacement box and installed it 2 days ago. So far everything is working perfectly again.

      But in the 2 days I haven’t watched TV that often. But I hope it continues to work in the coming days.

      It’s a shame the TV box was ‘only’ replaced and not replaced with the latest generation. But that is another topic.

      Greeting

    @Bodosi97

    How is the TV-Box connected to the Internet box, directly with LAN (Ethernet cable), WLAN or D-LAN (Powerline).

    Is the problem really only with one station?

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    Installationen, Netzwerk, Internet, Computertechnik, OS Windows, Apple und Linux.

    @WalterB

    The TV-Box is connected via LAN.

    Of the channels I have seen, the problem only occurs with this channel (TeleBasel). But my channel list only consists of about 20 channels plus the blue Sport channels

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    @Bodosi97

    Please restart the router and then the TV-Box (power off, wait 10s, power on).

    If that doesn’t help, you can do a factory reset on the TV-Box (keyword: paper clip).

    What kind of TV-Box do you have?

    Is the LAN-Anschluss consistently Gigabit Ethernet (8-wire) or only 4-wire?

    Do internet and telephony work properly?

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    @hed, @WalterB

    I have the TV Box UHD [https://www.swisscom.ch/de/privatkunden/hilfe/geraet/blue-tv/tv-box-uhd.html](https://www.swisscom.ch/de/ private customers/help/device/blue-tv/tv-box-uhd.html)

    For the LAN Anschluss I assume that it is consistently Gigabit Ethernet (8-wire). Was done by the electrician during the in-house wiring.

    I’m going to reset the TV box this evening. Let’s see if it works again every day without any problems. I find it exciting that only one of the channels I watched has this problem.

    Thank you for your answers.

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    @Bodosi97

    @Bodosi97 wrote:

    @hed, @WalterB

    For the LAN Anschluss I assume that it is consistently Gigabit Ethernet (8-wire). Was done by the electrician during the in-house wiring.

    @Bodosi97

    You shouldn’t assume that, because so-called split installations are also done where an 8-wire cable is divided into two sockets with 4 wires each. This then leads to very nebulous disturbances.

    The fact that only one station is affected is very strange. If the factory reset is unsuccessful, you should contact Swisscom support:

    Tel. 0800 800 800

    or

    Private customers: Contact via hotline, chat, message | Swisscom

    At best, you have to be a bit persistent and demand that the problem be escalated to the 2nd level, because I assume that the 1st level is overwhelmed with this type of disruption.

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    @hed

    I guess I’ll have to contact support.

    At first I just tried restarting the router and TV box and now I did a factory reset on the TV box.

    I now have a still image when I switch to the TeleBasel, Eurosport1, Eurosport2, Sport1, swisssport, lequipe, canal+ premier league, sportdigital, blue zoom and blue Sport channels (except UHD1-4, which work).

    Now I took the official Swisscom channel list (instead of my personally defined list) and oh my god, the still image problem occurs with dozens of channels (Sat1, Pro7, local channels TeleZüri, TeleBärn and many more).

    I’m curious what exactly the problem is.

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    @Bodosi97

    Is the installation 8-wire throughout or a split installation (if you have a network distributor somewhere, a photo might help)? Or do you have the option of temporarily connecting the TV-Box directly to the router with a Gigabit Ethernet cable?

    What kind of values ​​does the IB diagnostics menu provide (click on the green button in the login window to the left of “Internet connection”)?

    What kind of values ​​does the checker ( www.swisscom.ch/checker ) provide?

    Do you use PowerLAN anywhere in your household?

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    @hed

    Sorry for the delayed response.

    I have now been in contact with support and they have tested everything. All data is okay so far.

    I also connected the TV-Box directly to the router using an Ethernet cable and the problem still existed. So it can’t be due to the house wiring. PowerLAN is not used.

    The TV-Box is now exchanged. Let’s see if this will be the solution.

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    • hed likes that.
    9 days later

    Hello @SamuelD

    I received the replacement box and installed it 2 days ago. So far everything is working perfectly again.

    But in the 2 days I haven’t watched TV that often. But I hope it continues to work in the coming days.

    It’s a shame the TV box was ‘only’ replaced and not replaced with the latest generation. But that is another topic.

    Greeting

    Show original language (German)