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sools's avatar
sools
On our wavelength
11 months ago

Tivo intermittently pixelly

Our Tivo box has, for many months now, been intermittently pixelly, to the point of being unwatchable. 

This is on live TV (some channels are worse than others) and recordings we make.

I have tried everything listed on the website, a number of times. Rebooting tends to make it better, but only for a couple of days max. Then it goes bad again. 

Can I please access some support?

(I've just had a very frustrating experience calling 150, with the automated service directing me to receive a text with a troubleshooting guide including the promise that I can book an engineer at the end. I received this only to find it's the identical troubleshooting steps I've already looked at on the web site. Plus, there was no booking option provided. I'm going round in circles, wondering does anyone check the customer journey on these things.)

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  • japitts's avatar
    japitts
    Very Insightful Person
    11 months ago

    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.

    TiVo's are now replaced with V6 as a matter of course - running the same SW but on much newer hardware, assuming you have VM home broadband.

    • sools's avatar
      sools
      On our wavelength
      11 months ago

      Thanks for sharing this - I'd seen your notes on other users' posts which was helpful background. Appreciate you taking the time to post on mine too.

      Frustrating that so far, calling them didn't get me anywhere. Will try and find the time tomorrow to call again.

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        10 months ago

        Hi sools 

        Thanks for posting and welcome back to the community.

        Sorry to hear of the TiVo box issue. Can see from checking that you've spoke to the team since posting and got a new box on the way.

        Please let us know how the new box is or if you need further assistance.