V6 picture problems
Hi
I have 2 v6 boxes and both have picture problems on certain channels ranging from error code W02 to heavy pixelation.
I spent 1.5 hours on the phone with VM support swapping hdmi cables / rebooting v6 boxes / rebooting the Hub and swapping from ethernet to wifi with no fix,I was told the technical would be monitoring the signals ?.
I have used the online tools for Service Status and it shows that there are errors on both boxes but when you select the option to fix - the app just goes into a loop.
What do I need to do now to have the issue fixed.
W02 is a TiVo-software loss of signal error, so the standard advice applies. The comment about a tech monitoring your signals sounds very much like an agent wanting to get you off the phone without actually dealing with the issue. And in the same vein, live TV doesn't use the internet - so rebooting your hub and swapping Ethernet/WiFi is an exercise in futility.
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.
