Channels pixelated

[Markafc87]

Having a problem with channels being pixelated... any help would be appreciated

[roy247]

Is it every channel or just a few. Have you checked your coax connection is OK. Have you also checked your service status on your My Virgin Media account.

If the picture is pixelating and you have rebooted the box then you need to call Virgin and report a fault.

You could try the Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level. 

If there are no problems then you need to call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault, or wait here for one of the forum team to pick this up which might be 2 to 3 day's.

[japitts]

I will add the standard advice to all "my picture is pixellating" queries..

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.

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.

[Ayisha_B]

Hi Hi @Markafc87 👋

Welcome to our Community Forums and thanks for your post. 

I am sorry for the issues with your service. 

I can see you have received some advise from the Community already so just checking in to see if you still need help?

I have checked our systems but have been unable to run tests as your equipment is not showing online. 

Let us know so we can offer further support if required.

[Markafc87]

Hi.. Yes the issue is still ongoing.. My equipment is now online so if you would like to run any tests you should be able to now.

Regards Mark

[Joseph_B]

Hey @Markafc87,

Thanks for confirming this, having checked the system I do not see any outages presently affecting your services, can you confirm if this is still ongoing and what self care checks you have done? 

Joe

[Markafc87]

Hi.. Have checked all cables and reseated them all plus have done a total reset of the box but issue is still present.

Regards Mark

[Kath_F]

Hi Markafc87, 

Thanks for coming back to us on this with an update. 

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 direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

[Kath_F]

Hi Markafc87,

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. Please note it can take up to 24 hours to show but you should also receive a text message with the details. 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 there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Let us know how the appointment goes. 😊

Take care.