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mgilbert3
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Picture breaking up

On several channels I get picture break ups, so the screen goes pixelated and there is some sound break up. It only happens for a small time, but occurs frequently.

Please let me know whether any status information is required from the TiVO.

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LittleMick73
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Re: Picture breaking up

Hi this is usually a signal level issue, phone go down the TV faults route they can check the levels between your box and the street cabinet, and if that is the case then arrange for an engineer to adjust the levels between your box and the street cabinet.Regards Micky
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mgilbert3
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Re: Picture breaking up

Thanks for the response. Is there a way to book an engineer visit without having to call 150? The waiting time to speak to someone is too long.
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japitts
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Re: Picture breaking up

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.

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.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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LittleMick73
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Re: Picture breaking up


@mgilbert3 wrote:
Thanks for the response. Is there a way to book an engineer visit without having to call 150? The waiting time to speak to someone is too long.

Hi not if you want a swift response, it can take 4 or 5 days for a virgin person to respond on here. Regards Micky 

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Zak_M
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Re: Picture breaking up

Good afternoon @mgilbert3 

 

Thank you for taking the time to post,  I am sorry to hear that you have had some issues with your TV picture. 

 

Have you managed to speak with the technical support team regarding this? 

 

Kind regards,

Zak_M

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mgilbert3
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Re: Picture breaking up

Hi,

I haven't had time over the last day or so to call. I noticed the problem on BBC1 HD and Aljazeera English on Tuesday evening.

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Zak_M
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Re: Picture breaking up

No problem @mgilbert3 

 

We can take a look into this for you from here. 

 

Before I invite you in to PM,  are you able to let me know if you have tried changing the HDMI cable? 

 

Kind regards,

Zak_M

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mgilbert3
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Re: Picture breaking up

Hi,

Apologies for delay in response. BBC 1 HD has now started to suffer from more frequent break ups than it did previously. It was noticeable on both evening of 29th and morning of 30th May.

I have tried a different HDMI cable previously and this has made no difference.

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Tom_F
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Re: Picture breaking up

Thanks for getting back to us mgilbert3. In all likelihood this will require the attention of engineer  - I will get in touch via PM so we can get that arranged for you. Just look out for the purple envelope please.

 

Tom 

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