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BBC1 breaking up

Mrs_G1
On our wavelength

BBC 1 hd keeps breaking up on our virgin 360. I've tried rebooting the WiFi and box on a previous occasion but had a hell of a time getting up and running again last time (TV box wouldn't connect to the TV for over 30 frustrating mins!) so I'm loathed to do it again. We had a warning come up last night about the channel not being found or available, or something like that. I haven't noticed it on other channels but then we do watch a lot of Amazon and Netflix via the apps.

Any help with diagnosing the problem appreciated. 

1 ACCEPTED SOLUTION

Accepted Solutions

japitts
Very Insightful Person
Very Insightful Person

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.

Live TV doesn't use the internet, whereas OnDemand & streaming services do - so rebooting your router is not going to touch this issue.

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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4 REPLIES 4

japitts
Very Insightful Person
Very Insightful Person

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.

Live TV doesn't use the internet, whereas OnDemand & streaming services do - so rebooting your router is not going to touch this issue.

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.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Mrs_G1
On our wavelength

Further to my post we're now getting a channel failed error on channel 5 as well as BBC 1.

I've been waiting to see if someone from the forum team will pick this up to save a phone call.  I think it's a case for an engineer.

1701-e
Superfast

You might be quicker just ringing up faults now.

Hi Mrs_G1

Thanks for your post and welcome to our community.

I'm sorry to hear about the issues you're having with the TV. 

I'll send you a private message now so I can take a closer look.

Please look out for the envelope in the top right of the page and pop back to me when you can. 

Vikki - Forum Team


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