Virgin Media Community

[cgilbert2]

During 2022 I had an engineer on-site who replaced the cable between the road and the house. This was to improve the TV picture quality that was pixellating. 

This has now returned and is becoming widespread on a number of channels, irrespective of watching "live" or a recording. 

The picture regularly pixelates, the sound distorts and recently when watching a snooker the ball would "ghost".

[japitts]

If your live TV is pixellating, then resultant recordings will also be 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.

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.

[Beth_G]

Hi cgilbert2,

Welcome to the Community Forums! Thank you for your first post.

I'm sorry to hear you're having an issue with your TV picture. I appreciate you've had this issue previously, however can you firstly please ensure that all your connections are secure in the back of your TV and TV box, and to try a different HDMi lead if possible? Just to rule out the possibility of it being an equipment fault, as I've had a look this end and there's no signal issues showing on our end.

Let us know.