‘Easy Access’ ghost watermark displayed on screen

[Pompey586]

Since upgrading from a V6 box to Virgin 360 in late December 2022, I see ‘ghost’ lines / bars … Ala a watermark effect on my screen (horizontally across bottom third of screen, always in the same place  … and also a box top right of screen with the words ‘EARLY ACCESS’ in it - see 4 x photos below.

This irritating quality issue is present on all channels, and is more clearly visible when the transmitted programme features images that are either red, yellow or pink in colour - see photo.

A Virgin Engineer has visited and changed the 360 remote, Virgin box and checked broadband signal levels and all cables. 

He also checked settings on my LG 4K TV - all ok - and confirmed the LG TV test screen image showed no issues when testing just the TV 

I also swapped out the tv for another but the issue is still present.

I am based in the PO4 post code area of Portsmouth, but the Virgin Engineer advised he had never seen this before but thought it must either be a transmission fault or a fault with the local Virgin box in the street ?

I am on the Maxit / Big bundle, and clearly this quality issue should not be present ! Please help ! 

 

 

 

 

[Pompey586]

Virgin Media Team - This is poor service.

You are clearly not reading the above history my issue and are clearly avoiding my question

If you do take the time to properly read this thread, you will see that a Virgin Engineer has already visited, changed the box and the new 360 remote and checked my signal level … as well as all my cables and TV settings - but the issue was still present (which has only occurred when upgrading from your old V6 box to 360 6 weeks ago!)

Your own Engineer who visited my house advised it must be an issue with the local cabinet in the street or a transmission issue - given the fact that the words ‘Early Access’ appear on the top right of my screen on every one of your channels.

He also advised he could not check the box in the street - that would be a different team.

Ill ask the same question again, when are you going to arrange for a local Engineer to check the cabinet in the street ??

[Ashleigh_C]

I'm so sorry to hear that this issues has been on going @Pompey586 

I would like to take a closer look into this for you, and contact the teams to see what they can recommend further. 

I will pop you a PM across now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

[Pompey586]

Why are you asking for banking details via private message?

I have serious concerns regarding your legitimacy having provided more than enough information via private message to confirm account holder details

[Satters]

I have the same problem now 

[Matthew_ML]

Hey Satters, thank you for reaching out and I am so sorry to hear about this, 

Is this on every channel or just one?

How long has this been happening?

Is the box fully updated?