Pixilated picture on live TV

[velocitysurfer]

Hi, my live picture  is extremely pixilated. This has been going on for 3 days. Recorded TV is OK.

I contact technical support by phone today, who gave me the run around by asking me to do the following:

1) switching off for 20 mins so that they can send signals to the box
2) about 1 hour later when I phoned , asking me to switch it off and on again ( the agent told me he was following a script)
3) swapping the hdmi cable to different inputs on my TV (as my recorded TV and Tivo screens are fine no idea why he said to do this)
4) put it on standby and then back on again

They've logged this a "problem call", and asked me to phone back tomorrow.

There is obviously something wrong with the signal to my house, or my Tivo box has gone wrong.

Please help!!

[japitts · Accepted solution]

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. Having said that - if your live TV is affected, so will any recordings of live TV - can you confirm your symptoms?

First check the automated faults line for any existing issues in your area that could be the cause: 0800 5610061. If one reboot hasn't resolved this, then it can't be resolved remotely and no amount of "sending signals" will do anything other than kick the can down the road.

You can wait on here for staff to respond, which may take a day or so.

[velocitysurfer]

Thanks for the response.

There are no faults in the area. Recordings, of the current signal, does result in pixilation on playback. Prior recordings play fine. 

I contacted via VM chat yesterday evening, and they stated that there was a fault in the area (even though the service status said there wasn't). They said an engineer would be fixing the issue today by 3pm. 

Of course the issue isn't fixed......

[newapollo]

Not all faults show up under  the Check service status page.

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.

[japitts]

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@velocitysurfer wrote:

Recordings, of the current signal, does result in pixilation on playback. Prior recordings play fine.

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If live TV is pixellated, so will the resulting recordings.

The automated status line is probably the most reliable check for local faults.

If nothing's listed, then report to VM as previous advice. Staff will respond on here after a few days.

[Hayley_S]

Hello @velocitysurfer,

Welcome back to the community page, thank you for posting on here.

I am sorry about your TV issue.

I have located your account and can see you have a engineer booked, please let us know how it goes.

Many thanks,