Tivo Box pixelating and stuttering with no sound

[BettyT]

As above. Been happening for months and told repeatedly to restart the box.

Done this 4 or 5 times and each restart brings less of a grace period than before. 

Latest restart took 5mins for the box to fully restart and the issues returned within 48hrs - the self test via the app ALWAYS shows a "technical issue" 

Is the Tivo box simply past its best? Need replacement? 

Price paid monthly is already exorbitant and need this fixed ASAP 

[japitts]

Is this on live TV? OnDemand? Recorded programmes? The advice is different for each, but my standard reply applies to live TV...

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.

[Kath_F]

Hi BettyT,

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 TiVo box. 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 BettyT, 

Thanks for taking the time to come back to me via private message. 

I have taken a look at things our side and can see there is currently an open fault in the area. The details of this are below:

• Fault reference number: F009740134
• Estimated fix time: 06 APR 2022 09:00
• Description: Status report || You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

Due to the nature of the fault, it would explain the issues you are having so whilst the fault is ongoing, there isn't much we can do but wait. I have made a note of this on your account though so the relevant teams are aware you are affected. 

If there is anything else we can do, let us know. 

Thanks,