Pixelated Picture on certain channels

[plymouthred]

Hi 

We've been experiencing pixelated pictures on certain channels at various times but they seem to come and go? 

Ch 130, 131, 132, 133, 136, 139, 144, 148, 149, 150, 156, 160, 166, 169, 170 & 171

I have rebooted both the V6 box and the modem and checked the connections on various occasions which all seem okay? 

I did a check on the above channels yesterday afternoon and no issues experienced. 

Last night into this morning I was watching Ch 106 with no issues whatsoever until approximately 01:00 when it started pixelating? I did a check of the Channels and found the following were all having issues? 

106, 110, 114, 117, 118, 120, 122, 126, 128, 130, 131, 132, 133, 136, 138, 139, 143, 144, 149, 150, 156, 160, 170, 171, 172, 177, 179, 180, 181, 191, 280, 281, 282, 283 and 284 (I didn't try the binge channels) 

In addition 148, 166, 169 and 285 were showing error code W02 

I have just checked again and the issues remain? 

Any help would be appreciated.

Cheers 

[japitts]

Pixellated pictures on live TV are often the sign of a signal fault, W02 is a loss-of-signal error. If you've rebooted your box once, then there's likely a fault somewhere, so this will need VM to intervene. Also live TV doesn't use the internet, so rebooting your modem is futile.

First check the automated faults line for any existing issues in your area that could be the cause: 0800 5610061. If nothing's reported, assume VM don't know about your fault and ideally you'll need to call them.

150 from a VM phone, 0345 4541111 from any other phone - choose the options for "I have a fault with my TV service". Alternatively you can wait on here for staff to respond, which may take a day or so.

[John_GS]

Hi @plymouthred 

Thanks for posting and welcome back to the community.

Apologies for any TV picture issues. Only 1 box is showing as online.

I am going to send you a PM to discuss further, could you ensure that they're all set to be online and not turn off (just for the purpose of the tests we'll need to do).

Best wishes.

[japitts]

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@John_GS wrote:

Hi @plymouthred 

Only 1 box is showing as online.....could you ensure that they're all set to be online and not turn off

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Check under Home > Help & Settings > Settings > Devices > Power saving, ensure that Eco-low-power is not selected.

@plymouthred 

[plymouthred]

Eco-low power is not set on either of the 3 sets