Pixelisation getting worse

[Thriftycatz]

We had this issue a few months ago, then it disappeared. Now it’s back & on every channel, have rebooted several times & still the same issue. Do I need a new TIVO box? 

[newapollo · Accepted solution]

Hi @Thriftycatz 

Have you checked all your connections are snug and tight, especially the white coaxial cable?

Have you looked at Check service status at the top of the page? You can also a run a test on your equipment from there.

If nothing is showing  you could also try the  Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

If the above doesn't help then you should call  150 from a Virgin landline, or 0345 454 1111, option 2 (Faults) but best to call between 8am and 10am to avoid call queues, or late afternoon around tea time

When calling Faults you will hear the automated response asking you to press 1 for the link to online support etc.

Ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and resolve the problem.

[Kath_F]

Hi Thriftycatz,

Thanks for your post and apologies to hear about the issues you have been having with your TV channels pixellating.

Checking your account, I can see all is looking well with the box itself however there is a fault open that is affecting you though. The details of that are here: 

• Fault reference number: F009490521 
• Estimated fix time: 06 DEC 2021 15:00
• Description: Virgin TV service || Some TV channels may be unavailable at the moment. Please accept our apologies for any inconvenience caused.

I have made a note of this on your account so the relevant teams are aware you are affected. If there is anything else we can do, let us know. 

Thanks,