BBC sound interruptions, dropouts on Freeview transmissions

Response to this request is long overdue. By law, under all circumstances, British Broadcasting Corporation should have responded by now (details). You can complain by requesting an internal review.

Dear British Broadcasting Corporation,

BBC sound interruptions, dropouts on Freeview transmissions

It is very noticeable on all BBC TV channels on Freeview as well as some radio channels on Freeview that the sound blinks out momentarily, rather like a mobile phone with an imperfect signal. Sometimes the picture is adversely affected.

This phenomenon is NOT present in any other Freeview channel. I repeat that this is a BBC only problem, and occurs on all their channels, including the red button, RB1.

Please provide all documentary references to this phenomenon held by the BBC, regardless of whether the correspondence was to the BBC or an allied service, like Freeview, DTV services, Digital UK etc etc or any other of the agencies involved.

Thx.

Yours etc,

Robert Watson

FOI Enquiries, British Broadcasting Corporation

Dear Robert,

Thank you for your request for information under the Freedom of Information Act 2000, as detailed in your email below. Your request was received on 09 November 2016.  We will deal with your request as promptly as possible, and at the latest within 20 working days. If you have any queries about your request, please contact us at the address below.

The reference number for your request is RFI20162147.

Kind regards

The Information Policy & Compliance Team

BBC Freedom of Information
BC2 B6, Broadcast Centre
201 Wood Lane
London W12 7TP

www.bbc.co.uk/foi
Email: [BBC request email]

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FOI Enquiries, British Broadcasting Corporation

1 Attachment

Dear Mr Watson,

 

Please find attached the response to your request for information,
reference RFI20162147

 

 

Yours sincerely,

Information Rights

 

Information Rights, BBC Legal

BC2A4, Broadcast Centre

201 Wood Lane

London W12 7TP, UK

 

Website: [1]www.bbc.co.uk/foi

Email: [2]mailto:[BBC request email]

Tel: 020 8008 2882

Fax: 020 8008 2398

 

 

References

Visible links
1. http://www.bbc.co.uk/foi
2. mailto:[BBC request email]

Dear mr. Hamilton,

You say that "We do not have any evidence of correspondence from members of the public that exactly match the description given, and that are specific to BBC services",

Please provide data relating to any communications, complaints,comments etc etc which approximately match.

Yours sincerely,

Robert Watson

FOI Enquiries, British Broadcasting Corporation

Dear Mr Watson

Thank you for your request for information under the Freedom of Information Act 2000, as detailed in your email below. Your request was received on 6th December 2016. We will deal with your request as promptly as possible, and at the latest within 20 working days. If you have any queries about your request, please contact us at the address below.

The reference number for your request is RFI20162316

Kind regards

The Information Policy & Compliance Team

BBC Freedom of Information
BC2 B6, Broadcast Centre
201 Wood Lane
London W12 7TP

www.bbc.co.uk/foi
Email: [BBC request email]

Tel: 020 8008 2882

show quoted sections

FOI Enquiries, British Broadcasting Corporation

1 Attachment

Dear Mr Watson,

 

Please find attached the response to your request for information,
reference RFI20162316

 

 

Yours sincerely,

Information Rights

 

Information Rights, BBC Legal

BC2A4, Broadcast Centre

201 Wood Lane

London W12 7TP, UK

 

Website: [1]www.bbc.co.uk/foi

Email: [2]mailto:[BBC request email]

Tel: 020 8008 2882

Fax: 020 8008 2398

 

 

 

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References

Visible links
1. http://www.bbc.co.uk/foi
2. mailto:[BBC request email]
3. http://www.bbc.co.uk/

Dear Mr James Hamilton,

If your methods appear to require such an amount of time, then the BBC's DBMS and document management systems are self evidently incompetent. Please confirm whether this is effectively true.

Since this request is about digital transmission, I request that you ignore all correspondence before the switchover. Actually, a period of four years would be fine.

Thx

Yours sincerely,

RW

FOI Enquiries, British Broadcasting Corporation

Dear Mr Watson,

Thank you for your request for information under the Freedom of Information Act 2000, as detailed in your email below. Your request was received on 9 January 2017. We will deal with your request as promptly as possible, and at the latest within 20 working days. If you have any queries about your request, please contact us at the address below.

The reference number for your request is RFI2017030.

Kind regards,

Information Rights

BBC Freedom of Information
BC2 B6, Broadcast Centre
201 Wood Lane
London W12 7TP

www.bbc.co.uk/foi
Email: [BBC request email]

Tel: 020 8008 2882

show quoted sections

Dear FOI Enquiries,

Thank you for your anonymous email of January 10th in which you say that this FOI was filed on January 9th.

This is not true.

This FOI was clearly filed on November 9th., OVER TEN WEEKS AGO. Your service is disgraceful. Kindly give this your immediate attention.

Yours sincerely,

Robert Watson

FOI Enquiries, British Broadcasting Corporation

2 Attachments

Dear Mr Watson,

 

Please find attached our response to your request for information
reference RFI2017030.

 

Yours sincerely,

 

Information Rights, BBC Legal

BC2A4, Broadcast Centre
201 Wood Lane, London W12 7TP

[1]Description: \\BBCFS2025\UserData$\myrien01\Documents\My
Pictures\BBC.png

 

References

Visible links

Dear Mr. Hamilton,

Thank you for ur reply of January 24th to my FOI of November 9th.

In my opinion, this reply may not be truthful. u say that the length of time to research the answer is because "this would require a manual review of every single communication, complaint and comment to identify which addresses the criteria as mentioned in your requests RFI20162316 and RFI20162147". u are cynically trying to push this matter beyond the 2.5 day rule.

In the first instance please, without further delay:
1. Send me the papers associated with the original comment that u had no enquiries EXACTLY matching my FOI. Please send details that u obviously hold on enquiries that approximately match. By mentioning this "exactly matching" factor, u admit to approximately matching material in uir possession.

2. In the first instance, when u say "this would require a manual review of every single communication, complaint and comment to", this would have limited validity if u were not restricted to typed material. This can be scanned by software such as GREP or EGREP or more modern equivalents. If u imagine that the public will believe that a corporation that spends £10million per day, every day cannot afford or does not have such s/w, then u are gravely mistaken. therefore, in the first instance, pls restrict the search to typed material which lends itself to such computer searches..

RW

Yours sincerely,

Robert watson

FOI Enquiries, British Broadcasting Corporation

Dear Robert,

Thank you for your request for information under the Freedom of Information Act 2000, as detailed in your email below. Your request was received on 06 February 2017. We will deal with your request as promptly as possible, and at the latest within 20 working days. If you have any queries about your request, please contact us at the address below.

The reference number for your request is RFI20170265.

Kind regards

The Information Policy & Compliance Team

BBC Freedom of Information
BC2 B6, Broadcast Centre
201 Wood Lane
London W12 7TP

www.bbc.co.uk/foi
Email: [BBC request email]

show quoted sections

Dear FOI Enquiries,

This FOI was NOT filed on Feb 6th; it was filed on November 9th 2016. U HAVE COMMITTED AN OFFENCE.

pls will u deal with this matter immediatly and since u have admitted to having papers which are not EXACTLY as i describe, pls send those papers which are appprox as i describe, as i have previously asked

Yours sincerely,

Robert watson

FOI Enquiries, British Broadcasting Corporation

3 Attachments

Dear Mr Watson,

 

Please find attached our response to your request for information
reference RFI20170265.

 

Yours sincerely,

 

Information Rights, BBC Legal

BC2A4, Broadcast Centre
201 Wood Lane, London W12 7TP

[1]Description: \\BBCFS2025\UserData$\myrien01\Documents\My
Pictures\BBC.png

 

References

Visible links

Dear FOI Enquiries,

I asked in november for documents relating to the issue. i do not expect to receive excerpts, some of which are completely useless, for instance:

"TV as well. Might expect that it could be the new neighbours".
"masts?"
"loss of temper"

i am lead to believe that u have not sent me the complete list. pls see that u send the documents in question, not broken phrases and all of the documents. i suggest u send the documents as a long string which might be more conveneinet

Yours sincerely,

Robert watson

FOI Enquiries, British Broadcasting Corporation

Dear Robert Watson,

We are treating your email as a request for internal review regarding RFI20170265. Please note that the date of receipt is 23 March 2017. We will deal with the review as promptly as possible and will endeavour to do so within 20 working days in accordance with the Information Commissioner’s guidance, although in some instances reviews may take longer. If you have any queries, please contact us at the address below.

The reference number for your internal review is IR2017022.

Kind regards,

Workplace & Information Rights, BBC Legal
BC2B6, Broadcast Centre
201 Wood Lane,
London, W12 7TP

Website: www.bbc.co.uk/foi/
Email: [BBC request email]
Tel: 020 8008 2883
Fax: 020 8008 2398

show quoted sections

Dear FOI Enquiries,
This is completetely unacceptable. u have not provided anything of use after four and a half months. u have admitted to having docs by quoting a fragment and u must supply the actual document now.
Yours sincerely,

Robert watson

Dear FOI Enquiries,
Further to my reply of March 25th, I would add that your keyword search using "loss or impairment of sound" is useful but not sufficient. You should use at least the keywords in the FOI title, as well as keywords to indiucate that only BBC channels are affected.

I reproduce your report below to show how uninformative it is. For instance, No. 8 refers to BBC channels but you do not show enough of this report to see if the correspondent indicates whether only BBC channels are involved.

====================================================================
Annex 1

Case
Verbatim Feedback
1
The loss of signal is intermittent. The sound quality breaking up on BBC Channels constant
2
initially we had sound and pitcher breaking up ( pixilated picture) , tried a re-tune and have now lost all BBC channels
digital blocking including sound and only affect BBC channels. We have tried a manual retuine but no channels were found on
channel 23. Auto retune has now lost all the BBC channels from the TV guide. we have a 24db attenuator installed which has made
3
no difference Generally worse in the mornings and evenings
Picture pixalatation and blockiness. Sound cuts out momentarily.TV is a XXX. Other channels are fine. Its affecting the Radio on the
4
TV as well. Might expect that it could be the new neighbours.
5
I have bad interference. Breaking down of picture and sound. A manual retune was done last week.
We had an aerial engineer out on 25th May who checked our equipment and said it was fine. Fitter a new booster at the aerial.
Completed manual retune. Picture on BBC 1 and BBC 2 is unwatchable - picture and sound freezes and glitches. A 'no Signal'
6
Message sometimes appears using a XXX Box.
"I am trying to reply to the email I received from XXXX and it just bounces back, the advice I was given has not resolved my problem
as the BBC channels only are still not working. I would like to thank him for all the advice and suggestions however the key problem
has not been addressed in his answer. It is only BBC channels we have a problem with. All other channels we can watch without a
problem. When BBC has been on for a while we have intermittent sound and pixilation screen interference. This is only since Nov
2015 when I believe G4 took over a part of the spectrum adjacent to the channels affected. This problem has been widely recognised,
hence adaptors being sent out to many licence fee payers which appears to have solved the problem but not in our case. I spent
some time on the phone with Digital UK and they were unable to clear the problem and advised me to phone the BBC direct again."
Started in November, had the aerial man out, said we needed a booster, which somewhat improved it, and it became intermittent
7
after the booster, but now it's constant.
"I picture is picture gets pixelated followed by no signal message. The sound also goes off when picture disappears. BBC Digital
signal lost message is displayed. I come under the transmitter XXX "I picture is picture gets pixelated followed by no signal message.
The sound also goes off when picture disappears. BBC Digital signal lost message is displayed. I come under the transmitter XXX I
8
rang a TV ariel man and he confirmed that he received many calls from the local area with the same problem.
Affects all BBC channels. Problems was pixilation and striations along with broken blocky picture, but it has progressed over the
9
evening to blank screen with no signal message and no sound. TV is a XXX smart TV. Only a year old. Digibox is XXX XXX.

"It affects BBC One and Two. Blocks come up on the TV and it Blips like mad. Occasional loss of sound, never no signal message.
10
Anything to do with Channel 22 frequency is giving me problems. I did a manual retune to XXX."
11
Nothing wrong with picture,just sound on BBC evening news HD.Always at 1820 hours.
"It started last week with break in the transmission. The picture is pixelated on BBC channels. When I move to HD it seems but there
some thing you can't get on HD. I've tried a manual retune and the situation hasn't improved." Picture and sound intermittently cut
12
out. I get pixilation and disruption to the sound.
Problem happened after Christmas period. XXX TV that is seven years old. Picture is ok when turned on for a minute and then sound
13
and picture is affected badly. Manual retunes have been tried but do not work.
14
Picture freezes then sounds like a rifle shot then pixellates before returning to normal signal strength fluctuates from 2 to 9
15
"I cannot receive any BBC channels. It started out as glitching but now I have complete loss of sound and picture."
Issue started on the Friday, got aerial system changed. Has completed manual and auto retunes, only BBC channels affected. XXX
16
TV with XXX TV Freeview box. No sound or picture at all. Tried reseting the box and BBC One came on but only momentarily.
17
There is constant pixelating and the sound skips and jumps, same as the picture.
18
This is constant loss of all BBC content but only via the Freeview box. All TVs in the house can receive BBC through normal antenna.
I phoned on 31st October and was advised to contact digital UK, which I did for a manual retune. Which I did, and it did improve
things, but it wasn’t really a great improvement, it was still poor picture and sound. Some of the sounds that come out of the television
are awful. It is only BBC channels that are giving me the reception issues, all of the other channels I receive are perfect. Awful sounds
19
coming from the television, making hearing dialogue difficult to understand.
The picture freezes and some times with sound also freezing . In some instance the picture is pixelated. My neighbours are also
20
affected.
21
I don't know the exact date but the problem has been ongoing for a few weeks.
We do not run a TV all day but have experienced Picture breaking up into strips and blocks at midday and evenings (7 pm onwards)
At the same time the sound breaks up and 'squelches'. Every so often thger screen goes blank, the sound ceases and the 'no signal'
22
notice appears.

"I have replaced my TV about a year ago to a XXX but it also happened with my previous which is XXX. There is no particular pattern
to when this happens but over the weekend it was very low and even silent at points. It also happens in the evening. I am using
Freeview. I have an external Ariel about 7 years old. There isn’t any picture distortion it is just sounds. It sometimes has a tinny
23
quality. I have changed programme to the next channel and the sound is fine then back to parliament and the sounds is low or gone."
intermittent screen pixels all over the screen causing picture breakup and screeching and loss of sound, almost like a short circuit in
24
the electrical system (this was investigated when the initial problem occurred, all ok.). It makes watching BBC Breakfast impossible.
Suddenly BBC channels unavailable when watching this evening screen went black and no sound, tried to re-tune using auto and
25
manual but all BBC channels now deleted and not found upon tuning.
"I've spoken to both at800 about 4G and completed a manual retune, but neither has made any difference." Sometimes we have
picture and no sound, sometimes sound and no picture. The picture freezes, so the sound ends up with out of sync, because it’s
miles ahead. Our area tends to have weather related issues, but this definitely isn’t that. I got a new booster about six months ago.
Without it, we had no picture at all. I have two TVs, and both are having the exact same problem - one has built-in Freeview, and the
other has a digibox. In the past, the built-in one was much more affected by weather, while the digibox generally wasn't. Just in case
26
that's useful. I tuned into the XXX transmitter when I phoned Digital UK.
The problem is 24 hours per day, with pixellation and loss of sound to the extent that BBC TV and radio channels are
27
unwatchable/unlistenable.
The problem starts with pixelation. It doesn't always lose the signal totally, but it often does. The sound sort of stutters when the
picture is glitching. We had the problem with our old TV. I recently bought a new TV, and the problem has persisted there. I spoke to
someone who works in this area, and they suggested it might be possible that it's a problem with synchronisation from the national to
28
the local news. It may not be the case, but I just thought I'd mention it.
I'm constantly getting no signal message. It is a blank screen with intermittent sound. The self diagnostics confirms that there is no
29
signal. Recently changed one TV that is not on the XXX box. Ariel behind the wooden roof.
30
There is NO service from BBC, at all, all day, but full service from ALL commercial channels.
Fairly frequent breaking up of picture and sound sometimes freezing of both. Jumping parts of programme when being recorded.
Signal received from XXX XXX masts and non available from XXX Has signal strength directed towards XXX been reduced on these
31
masts?

32
glich every other second both picture and sound.
Freeview said there has been a transmittor put up at XXX and the signal is not strong. The picture and sound are crackling. It has
33
become worse from past 3 weeks.
"The model number is XXX. I don't see who this is relevant as this is a common problem. Will I be compensated for this? It's been 14
34
days the BBC hasn't been providing me service. I am so angry and disappointed with the service".
The picture freezes, the sound continues, then they both go off. I am close to a railway line, and it is only BBC Channels. The
35
message 'Signal lost' pops up across the screen. All commercial stations are fine. Is this the good weather?
"I'm just providing more information as requested. XXX 22' model, it's exactly three years and four months old. Its got built in
Freeview. The problem started on Sept 3. I've done both retunes, automatic and manual. I don't have the actual TV model at the
moment as I'm travelling at present. The BBC channel also 'sticks' and I can't change it. This doesn't happen with any of the
36
commercial channels."
When first switched on, frame freezes, lose sound.After 10 secs, goes blank, no message, another 10 secs picture back. Cannot
change channels without complete disconnection and restart.Happens about 7 or 8 times.Problem is not battery level in remote
37
control either as most trouble happens before remote used.
Picture freezes, cannot use any functions on remote when this happens, also sound goes at other times and once again the remote
cannot operate, one has to turn the set off at wall socket and turn back on again, however this often has no effect and therefore we
38
have given up trying to watch BBC channels altogether now, so the cost of the TV licence fee is wasted money.
I have been having a problem with reception since 3rd Sept upgrade. This is wholly the BBC, ITV etc is all perfectly fine. I Green Line
across the bottom of the screen. The Red button doesn’t work – If i try to use it, It afterwards I cannot change BBC channels. The
picture is freezing, the sound goes off. I have tried this on two different aerials, with no luck. One is a large amplified aerial outside
39
and an internal one too.
I live on higher ground, and the signal was fine until it was swapped over to digital last year. Since then I can only watch TV when the
weather is very calm. If it is even slightly windy or raining it freezes to the point that I cannot even switch channels, so I have to turn
the TV off completely. Neighbours have had the same problems, and then friends in other towns, who are on the same level as me
are having issues too. The screen freezes, goes black sometimes. The sound goes, and sometimes it just glitches. I have had
40
professionals out who retuned everything and checked all of my equipment and aerial.
The screen freezes and the sound is affected, it goes off. It will then return to normal for a little while before freezing again. My
neighbours are also affected by this. We are in a block of council flats, but all have our own aerials. There are people in surrounding
41
areas having the same issues too.
42
it's pixillated and sound goes just on BBC

At it's worse between 7.30 am and 9.00 and then again between 5.30pm through to 10.00 on some days. It will then be fine for a day
43
or two before the picture and sound break up and become unwatchable
Commences at 1835 hrs. For about 20 minutes BBC1 standard definition audio is lost and vision breaks up completely, then it is less
44
severe and breaks up intermittently. It does not affect BBC1 HD. We have amateur radio aerials in the locality.
45
Loss of sound or sound going out of sync and picture blocking/glitching. (Dates approx but same in summer last year)
Screen goes green and complete loss of sound. This happens on all BBC channels but BBC News is the worst. Neighbour across the
46
padock has a similar issues. Has two TV's and both affected. On Non BBC channels there are no issues.
This happens very often and there is no picture or just a blank screen. Gets an error message and lose of sound also. Spoke with
47
neighbours and they have had similar issues.
We are seeing blocking and the sound drops and clicks, then sometimes we will see the screen go black and a no signal message
48
being displayed by the tv.
49
I get a good picture in the morning on all bbc channels by mind afternoon the picture goes and we get a popping sound
A loss of all BBC transmissions both TV and Radio. The neighbououghing house some 50 - 100ft higher than mine has no such
50
problem. All other digital channels received with high quality pictures, no distorion with sound or vision
television is never on in the day time so cannot say if the problem is there in daytime,, you can be watching a programme and
glitching starts maybe for 15 seconds )no picture but sound or both ) or it may go on and you give up and change channels ,,had the
ariel checked ,signal low on 2 bands so he put a booster in ,better but not right,, while tu (Description continued: ning in the freeview
after the works it was picking up both from XXX and XXX on nearly all channels,,this problem effects all BBC channels,Dave,Food
51
Network and about 4 others, all ITV channels are fine)
The start date is an estimate, we're not sure. The picture scrambles, sound is affected, then the signal cuts completely and then
52
comes back okay. It then does the same a few minutes later. The timing between the interference changes.
Yesterday morning for about an hour we had good pictures and sound on all BBC channels. Now they have gone again. The
53
commercial channels have never shown any problems.
Picture freezes, sound goes and picture breaks up on BBC One and Two. Has been like this since the switchover but not every night
54
until last Tuesday when it became a persistent problem. Worse on BBC One than Two.

"Around about 3.15pm until 4.00pm every day I seem to get interference as the TV gets pixelated and I loose sound. You have
advised I re-tune to the XXX transmitter but if I do this then I loose channels so it is not an option. Can you advise me any way I can
55
get BBC or otherwise I will have to stop paying my licence fee. Please don't ask me to re-tune to XXX as I will loose channels."
Intermittent break up of both picture and sound on BBC channels, and in the last few days no signal at all. ITV hardly affected. Strong
56
correlation with high winds - less so with rain. Aerial is in roof space which we very rarely enter, and certainly not recently.
57
Picture is broken up, sound is coming and going, sometimes the picture disappears completely.
Cant remember exactly when it started, but it has been going on for months. As previously stated - IT ONLY AFFECTS ALL BBC
CHANNELS AND MEANS WE CANNOT VEIW THEM WITHOUT CONSTANT BLOCKING, LOSS OF SOUND, LOSS OF VISION &
58
LOSS OF TEMPER!
59
Sometimes no signal , some times some signal but not enough for continuity of picture and sound
Perfect picture and sound on all channels other than: BBC Radio (700-710) - no signal BBC 1,2,3,4 - no signal I can watch BBC 1&2
60
on 101 and 102 in HD I have tried this on XXX, XXX and XXX - all have the same problem
61
Picture breaks up along with sound sometimes. Most times it lost of signal
62
also suffer from intermittent pixilation of picture and breaking up of sound.
On the weekend of 26th Oct 2013, we had poor picture/sound on all channels. From Monday 28th Oct to Sunday 03rd Nov No BBC
channels (CH25, 26 & 28), then at approx 8.30pm Sunday 03rd Nov for two hours or so, we had all channels back (we were able to
fully retune one TV that we had used to see if a retune was the issue), then no BBC channels again u (Description continued: ntil
Saturday 09th Nov when we had them for a few hours from 6:30pm and again for a few hours on Sunday 10th Nov from 9:00pm. We
63
do check throughout each day to see if any BBC channels have returned, but as yet only found the three times at weekends.)
64
There is a constant loss of sound and picture on all BBC channels ONLY
seems to be a problem with BBC signal strength as other Freeview channels will have up to 90% signal strength and BBC related
65
channels have 0%. Timing and duration is very unpredictable. No pattern identtifiable
66
This issue comes and goes but even at its very best, there is no sound and no picture. This started about 2 weeks ago.
Can be any time for different periods of time. Usually the lower frequency BBC channels - HD usually alright. Radio 5live sports
67
occassionally loses sound.
68
When interferance present picture breaks up in short intervals and also the sound.
====================================================================

For instance, what is "channels have 0%. Timing and duration is very unpredictable. No pattern identifiable" supposed to tell me?

I repeat that I need the full documents of these 68 items as well as all others involved since I understand there are a number not listed.

Yours sincerely,

Robert watson

FOI Enquiries, British Broadcasting Corporation

1 Attachment

Dear Robert Watson,

 

Please find attached the BBC’s response to your internal review request
[RFI20170265 / IR2017022].

 

I apologise for the delay in responding to your request for your internal
review.

 

Best wishes,

 

BBC Information Rights

BC2 A4, Broadcast Centre

201 Wood Lane

London W12 7TP

 

Website: www.bbc.co.uk/foi

Email: [BBC request email]

 

Dear FOI Enquiries,
In your reply of May 5th, you say

"Following this review of the relevant information, the BBC identified 68 cases that were relevant, which were subsequently disclosed to the Applicant in the table".

This is not true. What was disclosed was a broken fragment from each document which, on its own, meant nothing. I want to see in full the 68 documents referred to. I ubnderstand that certain personal detail might be redacted.

BBC licence fee
-------------------------
The situation with these BBC sound dropouts is so serious that it is hard to see how the BBC can claim to offer any service to those experiencing them. Consequently, it is hard to see how thwe BBC can accept any licence fee payment from such people. The problem is getting worse.

RW

Yours sincerely,

Robert watson

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