on 07-01-2022 11:38
On going problem had 2 techs and cable pull problem not resolved last tech said it was being caused by the switch to the DOCSIS system and the Samsung TiVo not being able to handle it not changing to a V6 box would but virgin media are dying this and are willing to do anything about fixing problem, I have tried 3 different TV sets all 4k a HDMI cables the problem only happens when watching TV via the TiVo box, no problems when streaming via internet or using xbox series x
Answered! Go to Answer
on 07-01-2022 17:06
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.
The "switch to DOCSIS" that you've mentioned refers to the broadband side, and OnDemand/streaming uses the internet - again, not the TV signals that VM supply you with.
V6 boxes are much newer and quicker in general operation than TiVo's, but both varieties are perfectly serviceable and there's no proactive swapout programme. You could certainly ask for a TiVo > V6 swapout if the fault isn't being sorted, but there's no guarantees of it. You're probably worth waiting for the staff team to pick this post up - but be aware it may take a few days.
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on 07-01-2022 11:43
Meant to say virgin are denying this and are not willing to do anything about it
on 07-01-2022 17:06
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.
The "switch to DOCSIS" that you've mentioned refers to the broadband side, and OnDemand/streaming uses the internet - again, not the TV signals that VM supply you with.
V6 boxes are much newer and quicker in general operation than TiVo's, but both varieties are perfectly serviceable and there's no proactive swapout programme. You could certainly ask for a TiVo > V6 swapout if the fault isn't being sorted, but there's no guarantees of it. You're probably worth waiting for the staff team to pick this post up - but be aware it may take a few days.
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on 07-01-2022 18:49
I have had to techs out to this problem and still not resolved I have signal problems in the past this they didn't think it was that, I asked for another and was told I would have pay .
on 07-01-2022 18:53
All servicing & repairs are free unless there's willful damage involved.
Without knowing what's been tried so far to attempt to fix this, it's tricky to advise further. Bit you're paying for a TV service that should be fault-free, and your subscription includes the repair service.
Was this an offshore CS rep by any chance?....
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on 07-01-2022 18:55
Yes it was
on 10-01-2022 09:05
Good morning @Griff549.
Welcome to the forums and thank you for taking the time to post.
I am sorry to hear that you have been having a struggle with your TV services.
Have you managed to further speak with the technical support team regarding this? If so what has the outcome been?
Kind regards,
Zak_M
on 11-01-2022 11:55
No not yet but it seems to have improved got a 360 box arriving today will how things go.
on 13-01-2022 14:09
Hi @Griff549,
I'm just checking in to see how you're getting on with the 360? Let us know if you need any further help.
Thanks,
on 13-01-2022 16:39
All seems ok at the moment