Been having this problem with both my boxes for quite a while now. Using the app to test the equipment doesnt work and when I got through to the fault line they could see issues with my set-up.
Spent ages going through various options and ended with re-setting the router - of course that just cut the phone connection so the call to the help line was lost.
Losing the will to live on this one, think I need a site visit!
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. Live TV doesn't use the internet, so rebooting your router is also futile.
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.
Hi Japitts
Thanks for the response. Yes, been through the list of things and nothing showing in my area. The app shows an issue with the boxes but not automatic fix available.
Hopefully a member of staff will pick this up, can't face the helpline again!
Thanks for confirming the requested details via PM billkilv
I've booked a technician for you to come out and have a look into the issue. You can find confirmation of the visit via your 👉 online account.
Please 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 technician diagnoses the faults as not being caused by our network/equipment
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician 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!
Many thanks for this.
Best wishes
