Menu
Reply
criso
  • 50
  • 0
  • 1
Tuning in
623 Views
Message 1 of 17
Flag for a moderator

Pixellation

As some others, I am struggling with pixellation watching live tv and recordings, been trying to run test and  and get through for a while now.   It suddenly started a few weeks ago.   It seems to come and go, worse in the evenings and on certain channels  C4 seems especially prone.  When I tried to run tests it said it could not detect a box connecting  though clearly there was as I was watching it at the time. 

Sometimes a restart helps a little though doesn't get rid of it completely.

 

Please advise

0 Kudos
Reply
japitts
  • 12.28K
  • 1.7K
  • 2.65K
Very Insightful Person
Very Insightful Person
612 Views
Message 2 of 17
Flag for a moderator

Re: Pixellation

Assuming you've rebooted your box once, pixellation on live TV means you have a signal fault. You've not mentioned if C4 is in SD or HD?

Check on 0800 5610061 that it's not already an issue in your area, otherwise call TV Faults on 150/0345 4541111 and report it.

You're likely to need an engineer visit to resolve it.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
criso
  • 50
  • 0
  • 1
Tuning in
605 Views
Message 3 of 17
Flag for a moderator

Re: Pixellation

Thanks for the reply.

I checked for faults in the area when I went online to check status.  Sometimes there are faults though not related and sometimes there aren't.  I've been trying on and off for a while.  Tonight was especially bad, other days it's OK. 

I have rebooted several times, checked connections and swapped out cables. 

Both HD and SD channels.  I mentioned C4 as prone but other channels too.  BBC2 earlier and flicking through the channels some were completely distorted to the point I couldn't see which they were.

I probably do need an engineer but can't seem to get through to report.   There is no longer the option to book after online testing does not solve the problem.   Calling on 150 doesn't get answered at the moment, you go on hold and then call usually gets dropped before someone answers it.  Also a worry that as it's intermittent will work fine when the engineer turns up, especially as it's usually in the evenings. 

 

0 Kudos
Reply
japitts
  • 12.28K
  • 1.7K
  • 2.65K
Very Insightful Person
Very Insightful Person
588 Views
Message 4 of 17
Flag for a moderator

Re: Pixellation


@criso wrote:

I probably do need an engineer but can't seem to get through to report.   There is no longer the option to book after online testing does not solve the problem.   Calling on 150 doesn't get answered at the moment, you go on hold and then call usually gets dropped before someone answers it.  Also a worry that as it's intermittent will work fine when the engineer turns up, especially as it's usually in the evenings. 

 


There's no probably about it! If you call the 150 IVR, it often runs various diagnostics and if it finds a fault that requires an engineer it should offer you the choice of timeslots and book one - I'm not so sure the online one is as reliable.

Calling 150 does get answered, I speak from personal experience. But I'd agree there are long wait times, and there have been a few reports of calls being dropped which I know have been raised within VM.

I would recommend perhaps taking a photo or video of the pixellating happening, and/or taking an appointment when you know the problem is more likely to be happening.. assuming this is convenient for you.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
criso
  • 50
  • 0
  • 1
Tuning in
259 Views
Message 5 of 17
Flag for a moderator

Re: Pixellation

I thought I'd write a quick update to this.

I eventually got through on the phone, I had to call about a billing problem and asked them to transfer to fault reporting when that was sorted.  Took 90 minutes but spoke to someone. 

Their verdict, it's a fault with the broadcaster - actually broadcasters because as I pointed out it's several channels.  They can't test late at night when it's worse as it's outside their operating hours.  However I am having an issue with my wifi which does need a call out, so the person I spoke to said I can ask them to look at the tv at the same time but they are confident it's nothing to do with Virgin.

0 Kudos
Reply
criso
  • 50
  • 0
  • 1
Tuning in
258 Views
Message 6 of 17
Flag for a moderator

Re: Pixellation

I'm going to record some bad examples late at night to show the engineer

0 Kudos
Reply
japitts
  • 12.28K
  • 1.7K
  • 2.65K
Very Insightful Person
Very Insightful Person
250 Views
Message 7 of 17
Flag for a moderator

Re: Pixellation

At the risk of taking a TV-post OT into non-TV issues, are you sure it's a WiFi issue and not a broadband issue?

This is going somewhere...

If you've got an engineer callout by (whatever process) that's a good outcome. BUT.... if the tech takes a look at your issue, and decides it's not a broadband fault (which they can deal with) but a WiFi issue (which is beyond VM's control), and they don't have any TV-fault booked to investigate, they could be a bit restricted by what they can do with that.

Unfortunately - you have been told nonsense by C/S on the pixellation issue. I don't want to know exact details, but which day is your tech appointment booked for?

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
criso
  • 50
  • 0
  • 1
Tuning in
246 Views
Message 8 of 17
Flag for a moderator

Re: Pixellation

Actually it is a wifi issue but was using VM  categorisation of tv, phone, broadband.  Since they upgraded my hub, I no longer get a signal in any other rooms and the engineer is booked to assess whether I qualify for a booster. It's a small flat so shouldn't need a booster. 

The person I spoke to has put a note on the visit to check the TV on the same visit so I should be OK to raise it. 

0 Kudos
Reply
criso
  • 50
  • 0
  • 1
Tuning in
245 Views
Message 9 of 17
Flag for a moderator

Re: Pixellation

Visit booked for Monday pm

0 Kudos
Reply
criso
  • 50
  • 0
  • 1
Tuning in
183 Views
Message 10 of 17
Flag for a moderator

Re: Pixellation

Quick update

Technician came on Monday, said the signal was fine coming in.  Thought maybe one of the connectors needed adjusting and did so.

Since then it's been much worse, pixellation has gone from being sporadic to more or less constant.

Plus first time today, tried to access On Demand services and none working. Can't be sure if that is since his visit or is an unrelated problem that started tonight as I've been watching live or recorded stuff on from my shows.  It's been recording fine and all my series links are working.   One of the errors says the Ethernet cable is unplugged but there has never been a Ethernet cable plugged into the back of the box, only a coaxial cable.   Several reboots and tried tightening all the connectors with no joy so if it's still the same tomorrow I will have to get in touch with VM again

0 Kudos
Reply