Multiple channels pixelated, TV unwatchable

[Marcus_10]

This is a post I'm making on behalf of my mother, who has been experiencing a steadily declining quality of service. Many of her channels are now unviewable due the constant pixelation on screen. As she has found out in the past, getting through to a human being is virtually impossible, and this problem is not going away. The "turn it off and then on again" approach solves nothing, and she's getting sick to death of it. What can be done? Can anything be done? My poor mother is at the end of her tether with Virgin Media, and I quite understand why.

[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. TiVo boxes are now 10+ years old in most cases, and are replaced with V6 - these run the exact same software but on a much newer, quicker box with more recording tuners - providing your mother has VM broadband.

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.

[Matthew_ML]

Hey Marcus_10, thank you for reaching out and I am so sorry to hear this.

I am going to send you a PM so we can look into and get this resolved.