Bbc 1 repeated failed signal in evenings

[HowJ]

Hi, 

We've had a sporadic issue with channel 101 for ages now, we get ghost pixelated images, through minecraft-style block images or ultimately grey screen with "channel failed" message. Image and sound fail. 

We've checked the signal and it keeps saying good. It's so intermittent, but when it goes it does so for long enough to just watch something else or go via iplayer.

Seems to happen most between 6.30pm and 9pm.

Has anyone else had this?

Cheers

Howie

[japitts]

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 HowJ,

Thanks for your post and apologies to hear you're having issues with your picture. 

Checking things this end, we can see that not only your TV signal levels are out but the Hub power levels too. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi HowJ, 

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.

[nodrogd]

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@HowJ wrote:

Seems to happen most between 6.30pm and 9pm.

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This sounds suspiciously like a noise ingress problem from a local source.

I would check that all your cables are tight, but I suspect this could be either an issue with VMs network equipment or a neighbour has made unauthorised DIY alterations to their incoming coax.

I just hope the problem shows itself at the time of the tech visit.

[HowJ]

All sorted!

It was a problem both externally and internally. 

I can't remember what it was outside but inside it was a faulty cable.

Win!

Great helpful and insightful engineer too 👍