Pixel picture

[jobert]

I am having the exact same problem, tried al the fixes, still doing it on two Tivo boxes

[japitts]

Post moved to a new thread.

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.

[Matthew_ML]

Hey jobert, thank you for reaching out and I am sorry to hear you are having some issues with pixelation.

I would like to look into this and run some in-depth tests via a PM.

Please can you look out for the purple envelope. Thanks  

[Kath_F]

Hi jobert, 

Thanks for coming back to Matthew with your information. I've picked this up as he is out of the office currently. 

Taking a look at things this end, it appears you have V6 boxes as opposed to TiVo boxes. It does look as though the signal needs improving though so I have booked you in for the next available engineer's 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.

[jobert]

Hi

How do I change the date of the engineer visit,to another day, as no one will be at home on the day you arranged?

cheers

[japitts]

Login to your myVM online account and choose the "my appointments" section.

[Steven_L]

Thanks for coming back to us @jobert and have you been able to change your appointment date since you last posted? 

Regards,

Steven_L

[jobert]

Hi,

just a update on our pixelated picture, we had a engineer visit and he done a few things, like upping the voltage to the Tivo boxes, but we were still the same

problem.

Then they asked how long we have we been with Virgin, and we said since the NTL days.........Oh he said, he had a look outside and said that our original

brown NTL cables need replacing.

They slowly deteriorate over a certain amount of time.

So now just waiting for Virgin to email us with a date for the new upgraded cable outside to our property.

Watchj this space!!!  

[Vikki_M]

Hi @jobert

Thank you for the update.

Have you been given a date now?

If not, please let us know and we can send you a private message here to let you know the details 🙂

Please pop back to us when you can. 

[jobert]

Hi,

Still no engineer has come to replace our outside cables, thats causing the pixelated picture,

The engineer that diagnosed the problem, visited on the 2nd September. why is this? 

Three weeks ago and still not fixed, not good enough from virgin.

SM