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Distortion and intermittent signal issues

Tuning in

I have raised the fact I have had no picture on my TV due to pixelation and distorted picture for over 5 days, I have tried all the troubleshooting with an agent ...twice!!! I get told everytime I call there's a critical system error and I will be called back, I never do get a callback. I have spoken to trading standards who have advised I am within my rights to cancel my services as I am paying and not recieving them. This is because I have given enough time and opportunity for these to be resolved. 

I have asked to speak to a team leader and someone who can help raise my concerns further all of which have been refused on multiple occasions, it's an absolute disgrace that someone with mental health problems and psychosis has to go through all of this. 

All I asked for is an engineer as both my boxes have intermittent signals indicating it's an outside fault with the line coming in and not my boxes or connections inside. But your staff don't seem to be able to grasp that.

Inahve tried to find an accessibility number but nothing is available for those with cognitive disabilities only blindness or deafness. As a result I am at the end of my tether and I am seriously considering cancelling my direct debit and seeking a court appearance with virgin as am I sure it would resolved quicker than waiting to get these issues fixed or one of the many callbacks I've been promised to due to nearly every member of staff having a "critical service error and need to reboot" 


Forum Team
Forum Team

Hi Rogerskevin1982,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue you're having with your Tv service. 

I would like to look into this for you. 

I will private message you now to confirm your details.