Pixelated and distorted TV picture - All Channels

[Happychappy89]

The ONLY advice that I can give to you is to leave VM and go to one of the many better providers such as Sky / BT (BT seems to be really good at the moment and they have Customer Service that actually help) I have had the same issue with my Grandmothers connection, pixelation and distorted TV. The WIFI is even worse, BT at my house the wifi works a good 50 - 80 meters radius of the wifi box. However at my Grandmothers If i am in the kitchen which is around 2-3 meters from the box upstairs . . . no chance at gettng Wifi, I often turn wifi off and use my mobile internet.

I contacted Virgin Media several times over these issues and they have told me that 1. The Wifi box is one of the best on the market . . . I find that VERY hard to believe, especially as the VM Engineer that came out even told me these boxes were crap, and I would have to buy Signal boosters for the box! And even told me how outdated the VM tivo box is, pretty sure my Grandmother has had it 10+ years.

I only suggest this too you as VM are absolutely aweful in terms of Customer Service and general Service !!!! I can see why Richard Branson sold up and left.

[pdoth]

In fairness it has got better of late. There is however still the occasional pixelating effects, now mainly across the bottom of the screen on some of the newer streaming channels, but, it is watchable. For how long this lasts I have no idea. From past experiences i usually get about 3 - 4 weeks of reasonable viewing then, it starts to deteriorate again.

Fingers crossed.X

As for the wifi signal, no complaints at all. 

[japitts]

You'd added to quite an old TV thread so presume you're wanting help with that.

Pixellation is not a Virgin thing, it's a digital TV thing. If a digital TV system has poor signal or interference in the chain somewhere, then the picture/sound will breakup sooner or later.

Have you or your Grandmother reported the fault with her equipment? It's your first post on here and VM can only rectify faults they know about.

The TiVo is indeed an old box, if there's a fault with it then would be replaced with a V6.

If you wanted to enquire of WiFi issues, then https://community.virginmedia.com/t5/Networking-and-WiFi/bd-p/Wireless would be a good place, although the free routers VM supply are just that - free and basic.

[Happychappy89]

I do not understand how everybody keeps claiming that these issues are related to external problems with signals etc. If that was the case then why does turning the box off and on suddenly recrifys the issue . . . 

Contacted VM multiple times about said issues with no avail, They refuse to send a new box or wifi router out to us claiming they are perfectly suitable, but i think she is being robbed for £78 a month, gave then an ultimatum of send us new boxes or we switch providers . . . been looking into BT / Sky ever since and will more than likely move in the new year.

Thank you for the reply and glad OP only has the issue on a monthly basis!! Well worth the money

[japitts · Accepted solution]

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@Happychappy89 wrote:

I do not understand how everybody keeps claiming that these issues are related to external problems with signals etc. If that was the case then why does turning the box off and on suddenly recrifys the issue . . . 

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For the same reason as resets can resolve multiple issues for a few minutes, often long enough for faults agents to chalk up a problem as resolved.

If a signal fault is severe, then a reset often won't make any difference. But for borderline/intermittent issues it can provide short term respite.

It's a fault either way. It's not a new box you necessarily always need, but if you're reporting a fault and CS refuse to arrange a tech visit to investigate that, something's going wrong. You'll get a better response about the broadband issues if you post in the WiFi forum that I linked to above - other users who have expertise in that won't necessarily see your post in a TV forum. But on the TiVo fault - staff do respond in these boards if you're willing to wait a few days. Just be aware they will need to pass account security with your Grandmother exactly as if they had called in.

[Happychappy89]

Tha k you kindly for taking the time to give me an honeat answer there, very much appreciated. 

[Natalie_L]

Hi Happychappy89, 

Welcome to the Community and thank you for posting. 

I am very sorry to hear of the issues you have experienced with the TV and Broadband service, we will do all we can to help. 

With what you have described, I think it would be best that we take a look at the service from our side so I will pop you over a private message to take a few details for your Grandmothers account. 

This will be available via the purple envelope on the top right of this page. 

Speak soon,