Pixilation on tv

[RCope]

Hi, 

I was wondering if I could get some advice?

My TV feed is extremely pixelated - sometimes worse at times to the point I cannot hear or see anything. 
I have had a replacement box sent to me, but this has not rectified the issue. I I've tried swapping the cable for a newly purchased, but this makes no change.

Do I need to have an engineer out to investigate? 

[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.

If a previous box replacement hasn't resolved, then either you've been unlucky with a replacement - or there's another, as yet unresolved, fault somewhere.

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.

[Kath_F]

Hi RCope, 

Thanks for your post and a big welcome to the Community. It's great having you on board with us.

I'm sorry to hear about the issues you have been having with your picture pixelating. I'm happy to take a look in to things but I've been unable to locate you on our systems using your forum credentials. I will need to confirm some information with you in order for me to proceed with checks. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,
 

[Kath_F]

Hi RCope, 

Thanks for coming back to me via private message with your information. 

Taking a look at our systems, the TV Box is having some major issues with it's input levels and hard drive. I have arranged for an engineer to come out and check things. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

[RCope]

What a surprise, pixilatdlted TV screens.I've requested service, or even answers but obviously none provided against you're I'm f in furious. I expect a direct call in 24 hours or I'm taking this further 

[japitts]

I've merged your new post with your existing thread.

What was the outcome of the tech visit that was previously arranged?

[Akua_A]

Thank you for the update @RCope

I have been able to locate you on our systems and I can see you have an upcoming appointment regarding this. Please do let us know how the appointment goes and if you need any further help.

Thanks,