Constant pixelation on every channel - helpdesk loop

[andyeddleston]

Every channel is pixelated and there are no reported service faults in my area. Have tried the troubleshooting tips which didn’t work and that redirected me to telephone support. Telephone support then took me through a few options and sent me a text with a link back to the the troubleshooting tips again and then auto hung up on me. Help I’m in an infinite support loop with no working TV! 😞

[japitts]

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" - at that point, ignore the options for a self-service-this or weblink-that, don't press any buttons and just wait for an agent to answer your call. Alternatively you can wait on here for staff to respond, which may take a day or so.

[andyeddleston]

Thanks for your reply.  I couldn’t find a service fault. However, after about 2 hours it’s now back to normal and working fine again.

[Ilyas_Y]

Hey @andyeddleston, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the TV issues you experienced with your service. I am happy to hear that the service is restored to how it is.
May I ask if this happens a few times or was it a one off?

Let us know.

Kind regards.

[andyeddleston]

Hi Ilyas,

Thanks for checking back. It actually happened again last night. We checked back after an hour and it was still pixelated / unwatchable on every channel. We ended up watching Apple TV instead but I’ve checked again this morning and it’s working again. We have the v6 box.

Thanks,

Andy

[John_GS]

Hi Andy, thanks for coming back to us. You'll need a tech as one of the tuners is out of spec. I'll send you a PM now to book this in

Kind regards,