TV channels pixelating and stalling

Hi Morphee 

If your TV channels are pixellating and stalling you should check the VM cabling, especially the white coaxial.

Have you used the /check-services/i  function for any known faults? You can also a run a test on your equipment from there. 

If nothing is showing  you could also try the automated Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

If nothing showing after checking as above then you should call 150 from a Virgin landline, or 0345 454 1111, option 2 (Faults) 

When calling Faults ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.

Regarding the TVGo windows app. This hasn't been available for a couple of years now. 

You should access TVGo via a browser on your computer.

https://virgintvgo.virginmedia.com/en/home 

For any additional help with TVGo try the following page

https://www.virginmedia.com/help/tv/how-to-use-virgin-tv-go-app 

Pixellated pictures on live TV are often the sign of a signal fault. If you've rebooted your TV 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.

Thanks for reaching out to us on our Community Forums Morphee, and a very warm welcome to you!

Sorry to hear of the issues that have been experienced on the TV services.

Can you please confirm if you have been able to follow the advice offered by your fellow posters and confirm if this is still an ongoing issue?

Thanks

David_Bn

I'm not 100% sure on the network architecture but I believe TV Go is fed from either the NHE or the regional head-ends.

Issues would therefore be evident throughout any affected region. They tend to be picked up quite quickly - in contrast to single user issues that most pixellation issues are.