Virgin Media Community

[cc1979]

For a good few weeks now ITV2 has been badly pixellated, I've rebooted the box a few times and checked all my connections. It's practically unwatchable now, see the attached pic. Can someone please help? Come on VM it's Love Island season!

 

[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 an engineer visit, depending on what VM's remote diagnostics turn up.

You've mentioned ITV2HD, are ITV3HD, ITV4HD, 5Action-HD & E!-HD similarly affected?

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.

[cc1979]

Thanks so much for your response, I'll check those other channels tomorrow as well and hope a VM staff member will be along to assist soon 🤞

[cc1979]

I've checked those other channels you've listed and all are affected, though not as badly as ITV2. Hopefully they'll get in touch with me soon to sort it

[Ashleigh_C]

Hi there @cc1979 

Thank you so much for you post and welcome back to the forums.

I am so sorry to hear that you are experiencing these picture issues and a big thank you to japitts for their help and advise so far.

I have taken a look and I do think an engineer will be needed to resolve this for you, I'm going to pop you a PM now so we can arrange this. Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 
 

[Ashleigh_C]

Hello again, 

Thanks so much for your private message and confirming your address, I have now booked you a visit for your Set Top Box – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults 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 there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
 

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.