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Maddie007
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Tv glitching and internet cutting out

Hello, 

I was sent here from Twitter as apparently Virgin can’t help, so I need to see if I can get help on here….

attached is a video of how my tv signal has been for the last few weeks. Every channel Jumps and skips. A few of them won’t even play now, it’s so bad. 
Also, my internet keeps cutting out or resetting itself! At least once a day. 

I've run all the tests on the equipment like virgin have told me to do, but it always says the equipment is working fine. 

so I’m at a loss about what to do! 

any help would be hugely appreciated! 

🙂

 

Edit - for some reason I can’t upload video, but it basically is like the signal keeps going. 

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japitts
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Re: Tv glitching and internet cutting out

It sounds like you're describing a pixellated and/or broken up picture, in which case my stock answer to all such queries is as appropriate as any...

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.

Your internet issues could be related, or they could be separate - pop a post in the broadband section of the board where the regulars are a lot more familiar with that side.

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.

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Gareth_L
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Re: Tv glitching and internet cutting out

Hello Maddie007

Sorry to hear about the issues with your service 
I am more than happy to take a look at this for you 
I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

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