BBC1 breaking up

[Mrs_G1]

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. 

[japitts · Accepted solution]

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.

[Mrs_G1]

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]

You might be quicker just ringing up faults now.

[Vikki_M]

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. 

[ChrisJB1]

I'm having the same issue. Can you send me a private message too. Thanks. Chris 

[Daniel_Et]

Hi @ChrisJB1, thank you for your post.

We're sorry to hear you're having the same issue 😔

In order to look into this for you, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel