- TVs
- TV set-top boxes
IMAGEN-PIXELADA
Movistar IMAGEN-PIXELADA on TV decoder: picture cuts or pixels
Risk level
Low
Usually safe to check without specialist tools.
Urgency
Medium
Quick answer
When the picture cuts out or pixelates on a Movistar Plus+ decoder, the link to the router or the network boot sequence is usually at fault. Power everything down, turn on the ONT and router or HGU first until fully operational, and start the decoder last.
Safety first
Stop and check this first
- Always respect the wait time between devices when rebooting: do not switch on the decoder until the ONT and the router or HGU are fully operational, or the decoder will boot without a network link.
- Whenever possible, Movistar recommends a direct Ethernet cable connection to the router or a Smart WiFi Amplifier to avoid wireless interference.
Safe checks you can perform
- Restart the ONT, router or HGU and decoder in the official order
- Check the Ethernet cable or the 5 GHz WiFi+ link
- Inspect Smart WiFi Router lights and optimise the Wi-Fi channel
Leave these tasks to a qualified professional
- Do not attempt this professional task: Line and TV stream check with Movistar official support
- Do not attempt this professional task: Wiring or Smart WiFi Amplifier setup for 5 GHz coverage
What a technician must be able to justify
Technician visit
These are the steps they must carry out and show you. Tick them as they work: if steps are skipped, do not accept a part swap.
These are not instructions for opening or handling the equipment yourself. They are the checks that should support a technical conclusion.
Line and TV stream check with Movistar official support
What they doIf picture cuts continue after the staged ONT, router/HGU and decoder restart and an Ethernet cable test, the operator's technical support checks the line via the Mi Movistar app or official support.
They must show youthe line and stability test results between the HGU or ONT and the decoder.
In writingthe incident number logged in Mi Movistar and the network parameter or device fault addressed.
Wiring or Smart WiFi Amplifier setup for 5 GHz coverage
What they doWhen a UHD Smart WiFi Decoder suffers dropouts from distance or because the home has a conventional 2.4 GHz router, the installer or support connects it via Ethernet cable or adds a 5 GHz Smart WiFi Amplifier.
They must show youcontinuous channel playback free of pixels or freezes after changing the connection method.
In writingthe final connection method (Cat 5e Ethernet cable or 5 GHz access point) left in place.
Before accepting a part or repair
Nothing has been shown yet. Do not accept a part swap based on the code alone.
Follow these steps
Note: Follow the documented order. An error code identifies the affected system, but it does not prove by itself which part has failed.
Restart the ONT, router or HGU and decoder in the official order
- Who:
- you.
- How:
- if you only have an HGU (or ADSL router), turn off the HGU and the decoder, switch on the HGU first and, once it is fully operational, switch on the decoder. If you have a separate ONT and router, turn off all three; switch on the ONT first, once it is operational turn on the router, wait until the router is fully operational too, and then turn on the decoder.
- Result that matters:
- the decoder loading channels over a stabilised network connection without pixelation.
- If playback is smooth after following the staged boot order:
- it was a network synchronisation glitch.
- If the cuts continue:
- check the Ethernet cable, the router lights and the 5 GHz connection.
- Evidence to keep:
- a note of whether your setup uses a single HGU or a separate ONT and router, and the time of the reboot.
Evidence: Centro de ayuda Movistar Plus con miMovistar, Fusión o Satélite
Check the Ethernet cable or the 5 GHz WiFi+ link
- Who:
- you.
- How:
- unplug and firmly reconnect the Ethernet cable between the decoder and the Smart WiFi Router (the box includes a flat Cat 5e cable about 1 metre long). On a wireless UHD Smart WiFi Decoder, confirm it connects to a 5 GHz WiFi+ access point or switch it to an Ethernet cable or Smart WiFi Amplifier.
- Result that matters:
- a solid local link between the router and the decoder without packet loss.
- If securing the Ethernet cable or using a 5 GHz access point stops the pixelation:
- the local link was the cause.
- If it still pixelates even over Ethernet:
- check the router LEDs and run the network check.
- Evidence to keep:
- whether the decoder is connected via Ethernet cable or 5 GHz Wi-Fi.
Evidence: Centro de ayuda Movistar Plus con miMovistar, Fusión o Satélite · Cómo solucionar los problemas de calidad de imagen en Movistar Plus+ · Descodificador UHD Smart WiFi
Inspect Smart WiFi Router lights and optimise the Wi-Fi channel
- Who:
- you, looking at the router and using the Smart WiFi App or Living App.
- How:
- check the Smart WiFi Router: the WiFi, WiFi Plus and Internet lights should all be steady blue (a red Internet light means a router problem and an off light means no internet access). Check upload and download speeds in the Smart WiFi mobile app or optimise the Wi-Fi channel from the Smart WiFi Living App on the TV.
- Result that matters:
- confirming that the home internet connection is steady and the wireless channel is not congested.
- If optimising the Wi-Fi channel or restoring the three steady blue lights clears the cuts:
- the home network was behind the issue.
- If the Internet light stays red or cuts persist with steady blue lights:
- open a fault case with Movistar support.
- Evidence to keep:
- the colour and state of the WiFi, WiFi Plus and Internet router LEDs and the Smart WiFi App test result.
Evidence: Cómo solucionar los problemas de calidad de imagen en Movistar Plus+
Still not solved
If the error persists, stop here. See what the technician must do and show you.
Where this code applies
A code is meaningful only inside the right product and version context.
Primary scope
- System
- TVs
- Brand
- Movistar
- Product type
- TV set-top boxes
Known code variants
- cortes de imagen descodificador Movistar
- imagen pixelada Movistar Plus
- IMAGEN-PIXELADA
- La imagen se corta o se pixela
- Movistar decoder picture cuts out
- Movistar Plus picture pixelation
- Movistar TV image breakup
- Movistar UHD decoder freezing or pixelating
- se congela la imagen descodificador Movistar
- sucesión de píxeles Movistar Plus
What it means
The Movistar Plus+ Help Centre (under 'La imagen se corta o se pixela') and Movistar's picture quality guide explain that when television playback turns into a stream of pixels or stutters on the decoder, the cause usually lies in fibre or ADSL network synchronisation, a loose Ethernet cable, or the 5 GHz wireless link on the UHD Smart WiFi Decoder. Movistar specifies a strict power-on sequence across the ONT, router or HGU and decoder. Other models or firmware versions may differ, and pixelation alone never proves that the decoder hardware is faulty.
Warnings and stop conditions
- Loweditorial warning
Always respect the wait time between devices when rebooting: do not switch on the decoder until the ONT and the router or HGU are fully operational, or the decoder will boot without a network link.
Evidence: Centro de ayuda Movistar Plus con miMovistar, Fusión o Satélite
- Loweditorial warning
Whenever possible, Movistar recommends a direct Ethernet cable connection to the router or a Smart WiFi Amplifier to avoid wireless interference.
Evidence: Centro de ayuda Movistar Plus con miMovistar, Fusión o Satélite · Descodificador UHD Smart WiFi
Symptoms and causes
Probable causes · in order
- Loss of sync between the ONT, router or HGU and the decoderCommon
For Fibre and ADSL decoders, Movistar prescribes a staged reboot: switch all units off and wait until the ONT and the HGU or router are fully operational before turning the decoder back on.
Evidence: Centro de ayuda Movistar Plus con miMovistar, Fusión o Satélite
- Loose Ethernet cable or 2.4 GHz router with a Smart WiFi decoderPossible
The UHD Smart WiFi Decoder uses 802.11ac Wi-Fi on 5 GHz with a Smart WiFi Router; with a conventional 2.4 GHz router or weak signal, Movistar says to use an Ethernet cable (approx. 1 m Cat 5e included) or a Smart WiFi Amplifier.
Evidence: Centro de ayuda Movistar Plus con miMovistar, Fusión o Satélite · Cómo solucionar los problemas de calidad de imagen en Movistar Plus+ · Descodificador UHD Smart WiFi
- Congested Wi-Fi channel or Router Smart WiFi connection dropPossible
In its picture quality guide, Movistar notes that if the WiFi, WiFi Plus and Internet lights on the Smart WiFi Router are not steady blue (for instance, if Internet is red or off), Movistar Plus+ playback will suffer cuts.
Evidence: Cómo solucionar los problemas de calidad de imagen en Movistar Plus+
- Temporary receiver lock on satellite TVLess common
When picture cuts or pixelation happen on a satellite decoder, the Movistar Plus+ Help Centre instructs you to switch the decoder off and back on before contacting support.
Evidence: Centro de ayuda Movistar Plus con miMovistar, Fusión o Satélite
Virtual technician
Does IMAGEN-PIXELADA still appear after these checks?
Answer a few questions to narrow down the likely cause and the safest next action. Guidance only - it never replaces a professional.
Sources and technical references
- 1
Centro de ayuda Movistar Plus con miMovistar, Fusión o Satélite
Telefónica (Movistar) · 2026 · official_doc
- 2
Cómo solucionar los problemas de calidad de imagen en Movistar Plus+
Telefónica (Movistar) · 2023 · official_doc
- 3
Telefónica (Movistar) · 2026 · official_doc
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