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All VOD mosaicing
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Old 06-02-2019, 20:15   #1
paul nolan
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All VOD mosaicing

Since yesterday any VOD i try and watch tries to start but i just get a green hued mosaic effect, but no error code.

Off shore telephone support have tested signals but found no issues and left me with a "phone back in 4 hours of its still not working"

Linear TV is working fine.

Superhub 2 is working fine.

Has anyone got any insight into what may be happening?

(Southampton former NTL area)
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Old 06-02-2019, 22:21   #2
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Re: All VOD mosaicing

It's likely to be a signal fault. You'll need a technician visit to fix it. Call again, but make sure you start playing something in VOD before you call, to give you the best chance of them seeing the fault remotely.
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Old 08-02-2019, 15:07   #3
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Re: All VOD mosaicing

Quote:
Originally Posted by spiderplant View Post
It's likely to be a signal fault. You'll need a technician visit to fix it. Call again, but make sure you start playing something in VOD before you call, to give you the best chance of them seeing the fault remotely.
That's excellent advice, and I totally get why you're saying it. But have you tried getting through the TV faults IVR without your box being remotely rebooted?
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Old 08-02-2019, 16:06   #4
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Re: All VOD mosaicing

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Originally Posted by japitts View Post
But have you tried getting through the TV faults IVR without your box being remotely rebooted?
That depends on the fault, but it won't do it in most cases. I'm almost certain it won't do it twice in a row, so if it does reboot, hang up and call again. Or just start the stream again.
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Old 09-02-2019, 10:33   #5
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Re: All VOD mosaicing

Had an engineer out yesterday who had never seen the issue before. He swapped v6 box to a new one. Issue persisted.

He had had previous OD issues with people in the Southampton area, but not this one.

He left saying that the issue was at the head end.

Onto day five with the issue.
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Old 09-02-2019, 11:43   #6
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Re: All VOD mosaicing

There is now an outage logged on the Southampton VOD server (ref F006893995). Hopefully that's the cause of your issue.
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Old 09-02-2019, 12:33   #7
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Re: All VOD mosaicing

Hope so. Just tried again, and it briefly gave me a W02 error before streaming with the static that it has been doing...
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Old 09-02-2019, 12:47   #8
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Re: All VOD mosaicing

I'm not convinced that the fault you get is the same one that's logged in the ticket. The ticket is for streams stopping completely, with an error code like 6003. Have you seen any codes like this?

W02 would also point at it being a signal fault affecting just you or your very local area.

I'll keep an eye on the ticket and let you know when it has been fixed.
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Old 09-02-2019, 13:17   #9
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Re: All VOD mosaicing

The confusing thing is, isnt all vod provided through the superhub?

Wouldnt a signal fault effect channels?

Tweet containing video of issue. https://twitter.com/NodNolan/status/...389391872?s=19

Last edited by paul nolan; 09-02-2019 at 13:25.
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Old 09-02-2019, 13:26   #10
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Re: All VOD mosaicing

No, BBC iPlayer and Sky Cinema HD On Demand comes through the SuperHub, but everything else comes through the TV tuners. Can you confirm which programmes you are seeing this on?

Also can you do a test for me.... Tune to channels 176, 195 and 740. Do these all display OK, or do they pixellate?
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Old 09-02-2019, 13:44   #11
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Re: All VOD mosaicing

Sounds like post errors on the VOD frequencies. On the older boxes you used to be able to do a frequency scan and check errors/SNRís. Havenít had any dealings with the tv side of it for a good few years though so not sure how/if you can do this on the V6
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Old 09-02-2019, 14:04   #12
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Re: All VOD mosaicing

176 is fine. No pixelation
195 is fine. No pixelation
740 is fine. No pixelation

Just tried catch up on a comedy central, cartoon network and H2 programmes and it's pixellated

Hayu works.
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Old 09-02-2019, 14:30   #13
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Re: All VOD mosaicing

Thanks. So it is definitely a fault on the QAM VOD. Let's hope they get it sorted quickly.

Hayu isn't affected as it comes through the broadband.

---------- Post added at 14:30 ---------- Previous post was at 14:27 ----------

Quote:
Originally Posted by vm_tech View Post
Sounds like post errors on the VOD frequencies. On the older boxes you used to be able to do a frequency scan and check errors/SNR’s. Haven’t had any dealings with the tv side of it for a good few years though so not sure how/if you can do this on the V6
Unfortunately you can't do this on the V6. For the broadcast channels, you can tune to the channel and then look at the signal quality in System Info->Diagnostics, but it's not possible to do this for VOD.

I asked Paul to check those three channels because they are on frequencies close to VOD in Southampton.
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Old 10-02-2019, 10:33   #14
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Re: All VOD mosaicing

Sadly onto Sunday, and the issue isn't fixed.
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Old 11-02-2019, 09:02   #15
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Re: All VOD mosaicing

Progression to a error code 101 this morning.

so hopefully the fix is in progress...
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