Heavy TV pixelation on all channels

[downsey75]

Hi, I have a virgin TiVo box and for the last few months the tv has pixelated every night . It’s got so bad now that it’s unwatchable most evenings, I have had to buy a fire stick to watch tv channels especially now the Euros is on !! I have had 2 engineer visits , the first one swapped the router but the problem continued, and this week an engineer visited and swapped a connector behind the white wall box and one outside in the brown box saying they were old brass ones and they were affecting the signal coming into the house . He ran tests and said there were absolutely no issues with the Wi-Fi and equipment in the house . On the TV in diagnostics,when the pixelation happens the signal drops to fair or bad, surely this is then the line coming into the house from the box?  I am in area 04 , Newport shropshire are there any other reported problems because our TV is unwatchable and need to get this problem sorted out .I have a complaint open at the moment but don’t really know where else to go from here … please help with any advice… thanks ☺️ 

[newapollo]

Hi downsey75 

You've posted in the 360 forum  but say you have a tivo box.   The 360 box runs on the Horizon platform.

Which TV set top box  do you have? < tivo, V6 or TV360 >  or < Stream box> 

You asked if If there any other reported problems in the Newport shropshire area. Did you try using the /check-services/   function? You can also a run a test on your equipment from there. 

If nothing is showing  you could also try the automated Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

[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. You're likely to need either an engineer visit or a replacement box, depending on what VM's remote diagnostics turn up.

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.

[Carley_S]

Hi @downsey75 

Welcome to the community forums 

Sorry to hear that you're having issues with your TV picture at this time. We can see on the systems at our side that you've since been in touch with us and have already arranged an engineer visit. Please keep us posted with how you get on and it you've any further issues after the appointment and we can assist further if needed. 

[downsey75]

Hi Carley , thanks so much for your reply, we have since had a few engineers out and are still experiencing the same problem . The engineer could see that our signal to the house drops intermittently throughout the day and is worse in the evening . They checked all our equipment in the house and found no problems . He suggested it may be the line to the house which he said was quite old . We are watching the television this evening and the pixilation is bad on most channels . It’s very frustrating . 

[Ashleigh_C]

I'm so sorry to hear this @downsey75 

Did the engineer state if they were raising an appointment to have the outside service checked or cabling checked at all? Did they state what the next step would be?

[downsey75]

Hi there thanks for the reply, the last engineer said he could see that the signal drops intermittently to the house, he showed me on his device . He said the next step would be to have the cable checked or replaced to the house . He said to contact you if it persisted . It is significantly worse from 8:30pm onwards when it’s peak viewing .The tv is unwatchable this evening, the pixilation is worse than ever .  Not sure where to go from here, the engineer said I would go on to a waiting list but because my service is working it could take 6 weeks for someone to come and they would need to dig up my driveway would this be the case ? 
thank you again , kind regards x

[Robert_P]

We can see you have spoken to the team since posting in regards to the issue and complaint, were they able to give you an update or provide a resolution?

[downsey75]

No . I really am fed up with trying to call to speak with someone about this same problem . We are still having issues with the signal dropping to the house . It is getting worse, TV pixilations and Wi-Fi dropping out . I don’t have time to keep calling and then waiting in for an engineer again . I am seriously unhappy about paying £70 a month for something that isn’t working . We turned the TV off last night it was that bad . 

[Ashleigh_C]

I'm sorry to hear that @downsey75 I would be happy to take a closer look into this with you via a private message and see what we can arrange. 

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