Pixelating

[sgh279]

Hi,

I wonder if someone can contact me via PM please as my Mum is having constant pixelating issues and I have tried rebooting, unplugging but still the same. She has a orginal Tivo box I think (the one that's curved at the front). I had a look at the Diagnostics screen on her box and I'm pretty sure it was the signal strength that were both at 0% for both Tuners.

Thanks

[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.

[sgh279]

Could someone from th Forum Team PM me please

[Katie_WT]

Hello @sgh279

Welcome back to our Community; so sorry that your Mum is having some issues with her TV service, we'd certainly be more than happy to take a look and help you both out. 

Whilst we have located your account from your forum information, we'll need to pop you a Private Message so we can take your Mums information and see what's occurring with her services. 

Please look out for the purple envelop in the top right of the page and pop me a reply when you can.  

[Vikki_M]

Hi @sgh279

Thanks for your private message, I have sent you a response with your technician time slot. 

If you have access you can change this via your mums online account, If not you can reply to my message.

Hope it all goes well 

[Robert_P]

Hello sgh279

I can see that my colleague has sent you a Private Message, please feel free to respond to them there 🙂

Rob

[sgh279]

Thanks Rob, I have done. Engineer came out and so far so good

[Paul_DN]

Hey sgh279,
Thank you for reaching back out to us and for an update, glad to hear your Mums issues with her TV pixelating has now been resolved by the Technician, what was the issue, was the box replaced?

Regards

Paul.

[sgh279]

Well, seems ok at the moment but the box was not replaced. Also had an email after the visit:

Engineer's Name found that your TV service was affected by poor picture quality.
We're sorry, but we couldn't sort everything for you on this visit and need to come back to do more work - the date and details are below.
2nd February 2022
We've found that further work's needed.

Not sure what that is though.