So I've been with virgin about a month and the majority of channels are unwatchable, The picture is constantly breaking up. Virgin just say check cables and reboot box. I have tried numerous HDMI cables and also tried on another TV but no joy. How do I go about getting the line into my house checked? Virgin line was already in place when I moved in.
Pixellated pictures on live TV are often the sign of a signal fault. Try rebooting your box once, if symptoms persist 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.
Box is only a month old and I've rebooted numerous times. I'll have to try ring Virgin again. But they say there's nothing wrong.
If you're calling to report a fault, and a CS agent told me "there's nothing wrong", my response would be along the lines of "well I'm not calling you for the fun of it. There clearly is something wrong. Kindly deal with it"
If the agent is not sure how to deal with it, a tech visit should be the default position. Don't terminate the call until you're happy with the outcome, and an appointment is confirmed.
You may be able to run a self-test via the "my service status" website and get a tech visit booked online instead.
We had same issue. Talk to neighbours to see if they are on Virgin and having same issue. Ours was a faulty set of copper cables in the network. Not even in our local cabinet. The support staff are not able to diagnose network faults.
The support staff are not able to diagnose network faults.
Not entirely true. Remote diagnostics can often confirm the rough location of a problem - is it between headend <--> cabinet? cabinet <--> in-home? terminal equipment?
Once the rough location is diagnosed, then "boots on the ground" are nearly always the answer.
Forum TeamGlad we've managed to get the ball rolling on this for you.
