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GL22
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Picture keeps breaking up.

Hi everyone over the last couple of weeks my picture has been breaking up (pixelating) frequently. Not just on one channel but seems to be on a lot of channels.  Making watching something pretty awfully annoying. I have made sure all connections are tight at back of box. I am in area 30. Can anyone help I don’t know if this forum is still viewed by VM staff if so please could you check my signals. I have run a test from the check service status on this site and it says no problems. 

Many thanks for any input from anyone. 
GL22

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newapollo
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Re: Picture keeps breaking up.

Hi GL22,

Does the pixellation  just happen on live channels or also using apps such as Netflix and IPlayer?

Does is just affect live TV as generally that means a poor TV signal?

Have you tried calling the  Service Status number on 0800 561 0061?  This often gives details of more local issues down to postcode level.

If there are no local issues then you need to contact the Faults team. That's 150 from a Virgin landline, or 0345 454 1111, options 1,1 and 2 (Faultsbut best to call at 8am to avoid call queues or mid afternoon/tea time

When calling Faults you will go through a series of questions/tests, if that doesn't resolve the problem then call back around 10 minutes later and an agent should pick the phone up.

You could 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. VM aim to respond within 4 hours however it's more likely to 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: Picture keeps breaking up.


@GL22 wrote:

I have run a test from the check service status on this site and it says no problems. 


I have some doubts about the reliability of the online status check. And the status page is generally ok for large-scale issues that affect thousands of customers.

Pixellation faults, by their nature, tend to be more localised. 0800 5610061, as newapollo has mentioned, is a far more reliable method. If nothing is listed there, it's safe to assume your fault is only affecting you (or perhaps one or two close neighbours who also haven't reported it) - and VM don't know about it.

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GL22
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Re: Picture keeps breaking up.

Thanks for your replies my neighbours also have the same problem. I will ring the number you gave. 
Thanks GL22

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GL22
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Re: Picture keeps breaking up.

Just rang the number and it says no issues. Mmmmmm
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@GL22 wrote:
Just rang the number and it says no issues. Mmmmmm

Ok, so your next step is to report it.

150 from your VM phone, or 0345 4541111 from another phone. Follow the options for "I have a fault with my TV service".

Ignore any suggestions to go online, get a link or use self-service. You need a faults agent to arrange either a replacement box or an engineer visit.

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