Forum Discussion

AnotherUser's avatar
AnotherUser
Dialled in
31 days ago

Issue still unresolved after 4 days

Hi,

We have a problem with our TV service (on both V6 and TIVO boxes in that we lose channels and/or get pixelated pictures for a period of time - the same channels on both boxes at the same time, and approximately at the same time each night (early evening).

I went to the web site to see if there were any issues; when I first log in, I get the message

but if I press the "Still having issues?" button, I get the messages: 

What on earth is going on - any ideas?

Regards,

Cliff

Tivo
V6

3 Replies

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    30 days ago

    VM have two systems that report faults. One is a node level system that shows problems affecting down to around 500 customers (this shows on the app & website), and another system that goes down to individual cabinet level (this can be obtained by dialling 0800 561 0061 or using the diagnostics on your equipment). This fault is more than likely an SNR issue affecting the TV part of VMs distribution system. SNR interference faults are notoriously difficult to trace, & are usually the result of a customer on your local network making unauthorised modifications to VMs coaxial cabling within their property. Until the problem wiring is traced, entry to the property gained & the modification removed, issues are likely to continue.

  • AnotherUser's avatar
    AnotherUser
    Dialled in
    29 days ago

    Many thanks for the response and explanation. It seems that for now I've just got to live with it, but I wonder if there some kind of redress, as the service falls short of what one would expect.

    Regards

    Cliff

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    28 days ago

    With regard to redress, you are unlikely to get anything unless there is a total loss of service in excess of 48 hours continuously, which in any case would be a proportional rebate of rental. There is only statutory compensation for loss of internet and/or telephone services, not TV.