Virgin Media Community

[FamilyRosewell]

Hi

We have two virgin media boxes, identical DCX960.

We have been experiencing pixilating and blocking for some time on one of the boxes in the lounge. The one in the bedroom is fine. 

It didn't click for a while, but it only happens on live TV. Extremely annoying during the rugby yesterday.

We have reset the boxes, bought a new TV, bought new 8k hdmi cables and even swapped the boxes round. Still only happens on live TV in the lounge. So we are now assuming it is actually something wrong with the cable that feeds the lounge. But I can't think of anything else we can do to track this down further. 

Any suggestions? 

Cheers

[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 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.

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"