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Xnvrdarren
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Distorted picture

I have an issue with my TV service. Basically, this will happen every few seconds for a few seconds where this will happen to the screen. The sound stays and is fine but the picture is unwatchable as this keeps happening.

 

I’ve tried calling, they do tests but nothing resolves it, tried new cables, all the cables inputted as securely entered, so I have no idea where to go from here - cheers34B4AAB3-4479-4FA9-9D7F-73F80D9F55E3.jpeg

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japitts
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Re: Distorted picture

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 call VM and report it. You're likely to need either an engineer visit or a replacement box, depending on what VM's remote diagnostics turn up. They can do these while you're on the phone to them. Unless either an engineer visit or replacement box is arranged, this problem is unlikely to get resolved.

In your case, it could potentially also be an issue with the decoders within your box, but the actions needed to report this are identical.

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 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"

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Zoie_P
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Re: Distorted picture

Hi Xnvrdarren,

thanks for your post and welcome to our forums 🙂
I am sorry to hear this, I can certainly take a look for you, I will pop you over a private message just keep an eye out for the purple envelope 🙂
Thanks,

Zoie

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