Channel 4 Freezing and pixelating

[jdtswan]

Problem with Channel 4 as described above.  It used to happen on Sky 1 or whatever it's called these days.  Mentioned it when I was renewing my contract and was advised to upgrade to 360, which I have now done.  But the pixelating continues, Ive only noticed it on Channel 4 which is odd.  Ive got a V6 box, they just sent me a new remote for the upgrade.  Everything else seems to be working ok.  The stuttering was worse before the upgrade, but the issue remains.  I wonder if anyone has any suggestions.

Thank you.

Jon

[japitts · Accepted solution]

Firstly, converting from a V6 to a TV360 (which is no longer a V6) is just a change of operating system - a bit like converting from iOS to Android - it has nothing to do with pixellation which is usually a signal fault.

But the standard advice for any pixellation query applies here, as anything..

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.

[jdtswan]

Thank you so much, I've still got the V6 box, just upgraded the software/firmware to 360, not sure if that's of any importance.  I've checked service status and also run diagnostics, it shows no problems. So I will get in touch as you suggested. I'll have to try a webchat or something as I have hearing difficulties.  Very much appreciated.

Jon

[John_GS]

Hi @jdtswan

Thanks for posting and welcome back to the community. Sorry to hear of the TV picture issues. 

Please can you go to the settings menu and ensure the picture resolution is set to 'Automatic'
Please can you also;
• confirm that the cable is securely connected to both the set top box and the TV - disconnect and reconnect the cable to be sure
• try connecting the cable to a different port on the TV
• try using a different cable
Let me know either way if that fixes or not and we'll assist further.

Best wishes,

[jdtswan]

Will do, thank you so much John.

[jdtswan]

Sorry to bump this, ever the procrastinator!  I have gone through all the usual procedures for pixelated pictures, even changed the HDMI cable.  This has been going on for quite a few months, and the number of channels affected is increasing, making them unwatchable.  Would you be able to advise further, very much appreciated.  I'm a bit nervous about ringing the usual faults line, as I am hard of hearing.  It's a 360 box I think, not sure if that's relevant.

[newapollo]

Hi Jon,

Is it just live TV or is the picture also pixelated when using apps/on demand/catch up services?

If you list a few of the channels that are affected it may help to break down the cause of the issue.

It's often a result of either a wiring problem or a signal problem.

Check all you connections are snug and tight, especially the white coaxial cable, and make sure it's free from any kinks.

Have you looked at Check service status at the top of the page? You can also a run a test on your equipment from there, which might see the problem and automatically arrange a tech visit..

Since you are hard of hearing, instead of calling faults  you may be able to receive help by texting VM on 0753 305 1809 or via on WhatsApp on 0730 532 7112, however phone calls take priority and these methods can take 4 to 6 hours

[jdtswan]

Thank you Dave.  All the apps seem to be fine.  It's happening on Dave, Eden and channel 4.  It might be on others, I don't watch much TV, but my partner does.  Service status, only thing listed is Catch Up 4 On demand only Showing 3 days.  I tried running TV diagnostics on the Virgin Media account page, but it said this page is not available at the moment, or something along those lines.  Thank you so much for your help, regards Jon.

[japitts]

That the fault is getting progressively worse is of no surprise, unless the underlying issue gets rectified. The online status refers to an OnDemand fault that is irrelevant here.

The basic advice is the same as when you first reported this, as per my first post in this thread. Checking which channels are affected (including SD/HD specifics) could be useful in confirming the cause, but is unlikely to change the end advice - that you need to report your fault to Virgin Media.

newapollo has advised on some of the accessible means of contacting, else VM staff tend to respond on these boards if you wait a few days.

[jdtswan]

Many thanks Dave, I will do as you advise.  Kind regards Jon.