Pixelation and loss of signal in RM area

[ZoeH1]

For at least the past week, we have found it completely impossible to watch TV through our Virgin box due to constant pixelation and loss of signal. It started off quite mild but now it is unwatchable. We have checked the status of service in our area and it says that there is a problem which might be causing some loss of signal. This is a lot more than ‘some’ and I can’t believe how long the issue is taking to sort out. I hope Virgin Media intend to compensate for this loss of service in some way as there is no way customers should have to put up with this. We are lucky in that we can watch programmes on streaming services (all of which are working fine so definitely not a problem with the TV) but not everybody has this option. 
Is anyone else locally having issues with this? 

[ZoeH1 · Accepted solution]

This is what we’re stuck with tonight  

[japitts]

IMHO that is more severe than I would expect from the service status description you've given, however...

1: When did your issues start? VM Staff should be able to compare that with when the area fault was raised.

2: Your issue will be that if there is a genuine area issue, VM may well be unable to raise an individual fault against your services until that is solved.

3: There's no "compensation" for loss of, or degrade to, TV services. But you may well have a case for loss-of-service credits against the TV element of your package - once the fault is resolved and the loss of service can be quantified.

[Matthew_ML]

Hey ZoeH1, thank you for reaching out and a warm welcome to the community, I am sorry to hear you are having some TV issues.

I would like to look into this for you, I am going to send you a PM.

Please do keep an eye out for the purple envelope. Thanks 

[cheetah]

Hi ZoeH1 i have sent you a message with pictures but the mods might have dumped them we are having the same issues here in SM2 / Sutton we have had it over a week now and we are soooooooooooo fed up .

[japitts]

@cheetah 

you've got an existing thread over at https://community.virginmedia.com/t5/Virgin-TV-V6/Please-HELP/m-p/5168473#M110390 re your issues.

Post#11 from the staff team, if you've not seen it, gives an update on your fault.