Forum Discussion

Tardis446's avatar
Tardis446
Tuning in
8 months ago
Solved

Quest HD Pixelating

Anyone having problems with Quest HD pixelating. Happening on both V6 and TIVO boxes. When I run tests it finds problems but on numerous occasions, it reports that they can’t currently fix the issue due to problems at their end and to try again in 30 mins. This reports the same problem. Any ideas??

  • newapollo's avatar
    newapollo
    8 months ago

    Hi Tardis446 

    Have you checked that your cabling (especially the white coaxial) is snug and tight with no kinks?  Try reseating the cabling.

    Aside from the online tests you've performed have you tried the automated Service Status number  0800 561 0061?  This often gives details of more local issues down to postcode level.

    VM channels are carried on groups/muxes, the following screenshot shows which other channels are grouped with Quest HD.  Are they also affected on your boxes?

     

  • newapollo's avatar
    newapollo
    Very Insightful Person
    8 months ago

    Hi Tardis446 

    Have you checked that your cabling (especially the white coaxial) is snug and tight with no kinks?  Try reseating the cabling.

    Aside from the online tests you've performed have you tried the automated Service Status number  0800 561 0061?  This often gives details of more local issues down to postcode level.

    VM channels are carried on groups/muxes, the following screenshot shows which other channels are grouped with Quest HD.  Are they also affected on your boxes?

     

    • Tardis446's avatar
      Tardis446
      Tuning in
      7 months ago

      Thanks for that Dave, I’m not getting the pixelation on the other channels on this Mux and my cables seem OK. Maybe the cable round the property exterior as it happens on all three boxes (Two TIVO and One V6).

      • Robert_P's avatar
        Robert_P
        Forum Team
        7 months ago

        Thanks for the update Tardis446, I will send you a Private Message to get some more details from you to assist. Check the envelope in the top right of the forum when signed in for the message.

  • japitts's avatar
    japitts
    Very Insightful Person
    8 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.

  • Steven_L's avatar
    Steven_L
    Forum Team
    8 months ago

    Hey Tardis446,

    Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your TV service at the moment. 

    Is Quest HD the only channel that you're having issues with? Have you checked the cabling as newapollo advised to make sure that its in tight with no kinks?

    Kind Regards,

    Steven_L