Forum Discussion

Pompey586's avatar
Pompey586
Joining in
3 years ago
Solved

‘Easy Access’ ghost watermark displayed on screen

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 ! 

 

 

 

 

 

  • Agi4's avatar
    Agi4
    3 years ago

    I had something similar where the top line of the Home screen stays on the display. Cannot get rid of it till recycle 360 box. Happened couple of times and seems to have started around time of 4.45 update recently

  • Chris_W1's avatar
    Chris_W1
    Forum Team
    3 years ago

    Hi Pompey586, thanks for the message and sorry to hear that you are having issues with the TV service and this is not the experience which we want you to have, 

    Does this happen on multiple channels? Do you have another Virgin Media box to try. 

    Did the engineer check the cabinet at all? 

    Chris. 

    • Pompey586's avatar
      Pompey586
      Joining in
      3 years ago

      Hi Chris - it happens on every channel

      The engineer changed the Virgin box and also the new 360 remote - no difference. We also changed the TV to remove that from the equation - no difference.

      When you say ‘did the engineer check the cabinet’, do you mean the box in the street ? 
      If so, no he didn’t 

      • Carley_S's avatar
        Carley_S
        Forum Team
        3 years ago

        Definitely an odd one Pompey586 I certainly haven't heard of this before. 

        Have you been in touch since with the technicians since - what was last advise to you by the technician about the next steps to try and resolve this?

         

         

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      2 years ago

      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?