Virgin Media Community

[Deano3171]

Started off just the odd Chanel with poor picture quality, now most of them are not very good, tried rebooting, checked all the cables and still no good 

[japitts]

What do you mean by poor picture quality? Can you give some more details of the problem you're having?

Are you reporting a problem with picture breakup or something else?

[Deano3171]

Every few minutes part of the picture is  pixelated sometimes just a bit other times at least half of the screen 

[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.

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.

[Deano3171]

Tried rebooting, checked cables, phoned vm & automated call said a link will be sent to me to sort it either engineer or new box but no text received with the link, how long a wait should it be before it’s sent? 

[japitts]

Better to reply in your own thread than go to someone else's, I've moved your post.

If you're choosing to call in to report this, then it's not an automated self-help link you need - it's a CS agent. After you've chosen the "I have a fault" options, don't press anything else but just wait on the line.

[John_GS]

Hi @Deano3171 

Thanks for posting and welcome to the community.

I am sorry for the issues you're having with the TV picture. I will send you a PM now as you need a technician visit, this is because your input levels are way out.

Kind regards

[John_GS]

Hi @Deano3171 

Thanks for joining me on PM and confirming your details so I can book in the technician visit for the TV issues. The visit will be viewable shortly in your online account - virg.in/myVM - where you can cancel/amend if needed.
There will be no charge for this visit unless:
• The technician diagnoses the faults 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 there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
Let us know how the visit goes and do also pop back if you ever need further assistance.