Darts on sky sports arena being ruined by pixelation

[kimwiles]

All the way through this competition keep getting Pixelation. In something where the picture is so important it’s ruining the enjoyment. Have tried resetting the box with no effect 

[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.

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_P]

Hi kimwiles, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've been having an issue with pixellation whilst watching the darts. 

Trying to look at the box this end, it's showing it's currently offline. Can you please turn the device on, post back here to let us know it's on, then leave on until we reply? This will allow us to run some diagnostics on the box so we can help further. 

It would also be great if you could advise on the following:

• Is it only this programme you're having the issue with? If so what is the channel number?
• Do you have any problems with other viewing such as On Demand or Catch Up?
• Does this happen on both boxes or just one of them?

Let us know. 

Thanks, 

[kimwiles]

Hi, the main box is on most of the time, we only put in standby when we go to bed so  not sure why it would show offline. The box upstairs is not connecting but we haven’t tried restarting the hub yet as that is in use 99% of the time. I will reset in the morning before 8. I have already done the online troubleshooting where it tests the box and it says the box is ok. It is mainly this channel sky arena but sometimes is happening on other sky channels. 

[Tom_W1]

Hi @kimwiles thanks for your reply. 

So we can see the box is online now, but there are no signal issues to it at present. Have things stabilised since your post on Monday?

Can you please try to ensure the coax connection is tight in both the box and the wall socket?

Many thanks