Bad Pixelation

[MacmillaN]

We seem to have very bad pixilation on our tivo Box during live programmes and recordings,

I have another box within the property but that box is not showing any issues.

[japitts]

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@MacmillaN wrote:

I have another box within the property but that box is not showing any issues.

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Pixellation on live TV, assuming you have rebooted a box and it persists, means you have a signal fault.

That likely rules out an external fault, so try swapping the 2 boxes around. If the fault follows the box, there's your answer. If the fault remains with the room, you have a cabling fault.

Once you know which, you can report the fault to VM for them to rectify it.

[Kath_F]

Hi MacmillaN, 

Thanks for coming back to us in the Community. It's great having you back. 

We're sorry to hear that you are having issues with the pixellation on one of your TiVo boxes. Currently, I can see that the box is showing as offline and this is preventing us from running through the checks needed. There is no area fault affecting you currently so we can rule that out. 

If you can turn the TiVo box on, leave on and post back here to let us know - we can then re-run the checks and go from there 🙂 

Thanks, 

[MacmillaN]

The Tivo box has been switched back on!, thanks for your time.

[Kath_F]

Hi MacmillaN, 

Thanks for coming back and letting us know the box is on. 

I've checked things again this end now and can see the TiVo box has really low input levels across all tuners. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi MacmillaN,

Thanks for coming back to me via private message. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault 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 that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.