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Greybot
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V+ Box constantly freezing, stuttering and pixelating

Hi,

 

For several weeks our V+ box has been freezing, stuttering and pixelating. I've tried rebooting several times and have tried the online trouble shooting guide, with no luck. I have also tried the online service checker which communicates with the V+ box directly, and this failed 3 times to connect with the box.

our TiVo box is absolutely fine.

i have just phoned Virgin and the guy wasn't very helpful - told me to do everything I'd already tried, and said he couldn't see an issue as it looks fine at this end. He then said he would refer it to "network support" but this could take 48 hours!? Not happy as I feel I've been fobbed off. I suspect the issue is with the box itself.

Any advice appreciated!

 

Thanks

Graham

 

 

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Re: V+ Box constantly freezing, stuttering and pixelating

Hi Greybot,

 

Thanks for coming by :0  I'm sorry to hear you've been experiencing poor picture on your TV service. 

 

I'll be happy to help get this sorted for you.

 

I have connected to your box remotely, the signal levels are fine but there is a significant amount of time outs affecting the connection.  

 

An engineer will be required to call out and fix.  A  Reboot will temporarily clear this but they would just come back again.

 

I will send you a private message with the details. Smiley Happy

 

(Look out for the envelope icon above)


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Re: V+ Box constantly freezing, stuttering and pixelating

Hi Greybot,

 

Thanks for coming by :0  I'm sorry to hear you've been experiencing poor picture on your TV service. 

 

I'll be happy to help get this sorted for you.

 

I have connected to your box remotely, the signal levels are fine but there is a significant amount of time outs affecting the connection.  

 

An engineer will be required to call out and fix.  A  Reboot will temporarily clear this but they would just come back again.

 

I will send you a private message with the details. Smiley Happy

 

(Look out for the envelope icon above)


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Greybot
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Re: V+ Box constantly freezing, stuttering and pixelating

Hi,

Thank you for helping me with this issue so promptly and for booking the engineer.
The problem is now sorted, the engineer replaced the V+ box.

Many Thanks
GreyBot
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Re: V+ Box constantly freezing, stuttering and pixelating

Hi Greybot,

 

Thanks for keeping us updated.

 

I'm really pleased to hear the TV service is now working again following the engineer visit.

 

Please let us know if there's anything else we can help with.

 

Thanks


Rich
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richard49
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Re: V+ Box constantly freezing, stuttering and pixelating

I'm having exactly the same problem with both live TV and recorded programs both pixelating, stuttering and freezing.

I've re-booted several times but it eventuaaly comes back again.

Can this be looked into please?

 

 

 

 

 

 

 

 

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Re: V+ Box constantly freezing, stuttering and pixelating

Hi richard49,

Thanks for coming by Smiley Happy

I'm sorry that you're getting pixelated pictures on your channels and recordings.  I'll be happy to help.

I have taken a look at your box remotely and all looks fine with the signal and power levels at the moment.  Is the issue still present today?

If so if you can please get back to me with the following information:

*  Does it affect certain channels or all channels?

*  Will it happen at random or specific times of the day?

Let me know and I can help further.

Collette Smiley Happy


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Re: V+ Box constantly freezing, stuttering and pixelating

Collette,

Thank you for getting back to me.

The problem with the image pixellating only happens now and then. We have to stop the program (if its been recorded) and then re-start it again.

As far as I can remember it affects all channels, but not too sure to be honest.

As far as I can recall the problem mainly affects programs in the evening.

 

Regards,

Richard Allen

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Re: V+ Box constantly freezing, stuttering and pixelating

Thanks for your reply Richard,

I will arrange for an engineer to call round and check this out for you.  I can't see any network issues from here so an engineer will be able to sort this for you.

I will send the details in a private message, look for the envelope icon above.

Collette Smiley Happy


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