Picture breaking up on 2nd tivo box.

[cedric]

Hi

I have a 2nd box in a back room that used to break up then was okay but recently has started pixellating badly again.

The box in the main lounge is fine 

Any ideas? I have rebooted a few times.

[japitts]

The standard answer to all pixellation queries, amended slightly for "only one box is affected"...

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 either an engineer visit or a replacement box, depending on what VM's remote diagnostics turn up.

If only one box in your home is affected, then that probably eliminates an external fault and it's likely to be caused either by the box or the internal cabling. Please swap your 2 boxes around, and see if the fault follows the box or remains with the room.

Once you know whether the box or the cabling is likely fault, ideally you'll need to call VM to report your issue.

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.

[Kath_F]

Hi cedric, 

Thanks for your post and apologies to hear you're having some issues with one of your TiVo boxes. 

Taking a look at the account I can see that the input levels on the TiVo are too low. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi cedric,
Thanks for coming back to via private message. 

I have booked you in for the next available appointment. We cannot confirm the appointment time slot, so to view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. 

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. 

If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. 

Lets us know how the appointment goes. 

Take care.