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Lisa6789
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No signal on one channel

Hi,

I've had an ongoing problem with the signal on sky sports 2 HD for some time now, where it started getting pixelated until finally last week the signal was gone completely to both my boxes. I ran a test online and it diagnosed an issue, and the signal came back for a day then went again.

I've now spoken to phone support twice - the first did these tests again which did not resolve the issue, the second booked me an engineer. An hour later I got a text message saying the engineer had been cancelled because a network problem has been found in the area. This doesn't show up on my service status, so just wondering if someone can confirm what the problem is and when I might expect a fix to it please? Before I miss another test match would be good Smiley Wink
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Superuser
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Re: No signal on one channel

The only thing I will say is keep reporting it if the problem persists. Engineer visits are usually cancelled if reported faults produce similar issues to a known network issue.

The online service status will only show faults affecting over a certain number of people. I would also check the "Service Status Hotline" (0800 561 0061) as this tracks faults to individual postcodes.

SU1617jpeg.jpg


Cable customer since 1993. Services: FH TV, Sky Sports & Movies (2xV+), Talk Unlim Telco, VIVID 100, Virgin PAYG Mobile


 


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Superuser
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Message 2 of 6
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Re: No signal on one channel

The only thing I will say is keep reporting it if the problem persists. Engineer visits are usually cancelled if reported faults produce similar issues to a known network issue.

The online service status will only show faults affecting over a certain number of people. I would also check the "Service Status Hotline" (0800 561 0061) as this tracks faults to individual postcodes.

SU1617jpeg.jpg


Cable customer since 1993. Services: FH TV, Sky Sports & Movies (2xV+), Talk Unlim Telco, VIVID 100, Virgin PAYG Mobile


 

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Lisa6789
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Re: No signal on one channel

Thanks - I called back and got another appointment a day later. It's very annoying that they cancel appointments without checking that the issue is resolved - and that I've had to re explain the whole issue every time I phone and have them reattempt to fix the issue when this has already failed multiple times.
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Lisa6789
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Re: No signal on one channel

Ok, so engineer who visited has said it's a network issue and passed to network team, but this has still not been resolved and now I'm up to 11 channels missing and intermittent internet connection. He said it's a SNR issue.

Is there a kindly VM bod about to advise if this is actually being looked at by the team and if there's an estimated fix? I tried calling yesterday but the office christmas party was happening around the poor chap in the call centre and neither one of us could hear/concentrate over all the screaming & shouting happening in the background of his call...

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Forum Team
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Re: No signal on one channel

Hi Lisa6789,

I'm sorry to hear that you are still experiencing a problem with your service. 

I am unable to access your account via your Forum details, so I will need to take more information from you so I can investigate this further. 

I'll send you a private message requesting further details. Just check the envelope icon at the top right of this page.

 

Kind regards,

Terri

Virgin Media Forum Team


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Lisa6789
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Re: No signal on one channel

It's all fixed now - a network engineer cane by just before Christmas.

Thanks!
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