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jg014
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Old Virgin Tivo box pixelation

Hi,

We've had the older TiVo box for quite some time now and recently the screen has been kind of pix-elating or appearing "blocky" quite often. Parts of the screen also appear to go multicolored.

Just wondering how I would go about upgrading my current TiVo box (had since 2014) since I am fairly certain that is the problem.  

Is there any way to just purchase a newer box (V6) without altering my package?

Thanks, 

- Joe.

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newapollo
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Re: Old Virgin Tivo box pixelation

The symptons you describe may mean you need a new HDMI or scart cable.

They can also indicate signal issues.

Have you tried signing into Service status at the top of this page? It shows any local faults and you can also run a test against the TIVO box. By doing this VM should be able to try and connect to your box and determine what  the problem is. Sometimes this results in them sending out a replacement and/or engineer.

If that doesn't work then you need to contact the Faults team on 150 from a Virgin landline, or 0345 454 1111, options 1,1 and 2 (Faultsbut best to call at 8am to avoid call queues 

When calling Faults hopefully the system will recognise that you've used the online faults checker and place you into a queue for an agent to pick up.

If not and you get the automated response asking you to press 1 for the link to online support, ignore the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and resolve the problem. You could try and sweet talk them into sending a V6, however you will probably need to recontract.

You could also try the text messaging service. Just send  a text with a description of TV Faults to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible. It may take a few days. 

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali



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japitts
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Re: Old Virgin Tivo box pixelation

The only thing to add to newapollo's advice, is that you do need to have VM broadband in order to have a V6.

The reason is that the TiVo has an inbuilt internet connection to use OnDemand, online services etc. The V6 doesn't have one, so needs a stable connection to your VM Homehub.

Otherwise... yes it sounds like you have potential signal issues that would be rectified either by an engineer visit or replacement box. But the V6 is much newer, and much quicker...

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