Virgin Media Community

[zshah2305]

Hi I’m having issues with my picture, it keeps pixelating.  I’ve tried contacting virgin as I tried the online diagnostics which advised I call VM, which is proving difficult.  I think I need an engineer as the picture quality is so poor which is impacting on our viewing experience!

please inform me as to how I book an engineer…. Incidentally I have the TiVo box 

[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. 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.

[zshah2305]

Thank you

ive done the things you suggested in terms of diagnostics etc and have tried to call VM as think it’s the TiVo box.  However calls to  VM continuously time out so I can  tv get through to anyone……. Won’t be renewing my contract this time due to customer service problems 

[japitts]

In that case, wait around here for a couple of days and you should get a response from VM staff.

[Chris_W1]

Hi zshah2305, thanks for the message and sorry to hear that you are having issues with the picture, can you perform a reboot and ensure that all cables are hand tight? Can you confirm if you are still having issues with this or is the issue still happening? - Chris