Forum Discussion

Gary_Reeves's avatar
Gary_Reeves
Tuning in
7 months ago
Solved

Trouble with C4,E4 and ITV2,3,4

This seems to be a recent issue as I only had minor intermittent problems previously. Now the above channels are completely unwatchable.

I have tried every suggestion and have unplugged,plugged and rebooted numerous times. Is there any other suggestions or do I need an engineer to call? I tried the online chat but it dosen't seem to work and gave up after 40 minutes waiting on the phone.

  • japitts's avatar
    japitts
    7 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.

  • japitts's avatar
    japitts
    Very Insightful Person
    7 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.

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    7 months ago

    Hi Gary_Reeves 👋

    Welcome to our Community Forums and thanks for your post.

    Just checking in to see if you still require help with this? 

    If so, please respond to my PM 📩 and we can take it from there.

     

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    7 months ago

    Gary_Reeves Thanks for confirming the requested details via PM 🙂
    I've booked an engineer for you to come out and have a look into the issue. You can find confirmation of the visit via your 👉 online account.

    Let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

    •The engineer diagnoses the faults as not being caused by our network/equipment 
    •The engineer discovers that the fault or problem relates to your equipment
    •The engineer discovers that the fault or problem relates to any system that we are not responsible for

    The engineer will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

    Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

    If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

    Let us know how the visit goes!