V6 Box Pixelation Issues

[Nigel1967]

Hi there

My V6 box is just over a year old and over the past month I have got really bad pixelation on all channels particularly the Sky Sports channels. It was so bad the other night watching the cricket we had to turn it off.

i have rebooted the box several times with no success and I have checked all the cables behind the tv going into the V6 box, the Hub and the connections to the white box. The only thing I haven't done is unscrew and look into the brown Virgin Media box on the exterior as I don't really want to tamper with that.

My broadband is working just fine, so is the tv (again less than a year old) as when I watch through another source ie Freeview or Android TV there is no pixelation. 

Any ideas what it could be and do I need an engineer visit. If so, how do I get hold of VM to arrange.  

[Sabrina_B]

Hi @Nigel1967 👋.

Thanks for reaching out to us. Apologies for the issues you have with pixelation. We would certainly be able to assist you with this. We would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device it will be located under your profile icon.

Thanks

Sabrina

[japitts]

Pixellated pictures on live TV are often the sign of a signal fault. If you've rebooted your box once, then there's likely a fault somewhere, so this will need VM to intervene. You're likely to need either an engineer visit or a replacement box, depending on what VM's remote diagnostics turn up.

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.