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Hi my Itv 1 channel is unwatchable

lisa827
Joining in

Itv is pixelated and unwatchable,had worse than normal one. Other channels seem fine,ITV2 working normally. Was ok last night.

 

5 REPLIES 5

roy247
Community elder

Have you checked for faults in your area, you can login to your My Virgin Media and check your service status at the top right of the page or phone 0800 5610061 for a more localised check.

ITV 1 HD and ITV 2 HDMI are broadcast on different muxes, if you have problems with Channel 4 +1, ITV +1 and Channel 4 HD these are all on the same mux and will probably need an engineer to adjust your signal levels if not an area fault.

You can either call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault, or wait here for one of the forum team to pick this up which might be 2 to 3 day's.

When phoning choose the option to report a fault, then ignore all the options offered and you should then be placed into a queue to speak to someone.

japitts
Very Insightful Person
Very Insightful Person

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.

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Sabrina_B
Forum Team
Forum Team

Hi @lisa827 👋.

Thanks for reaching out to us. Apologies for the issues that you are having with ITV1. Can we ask, was this just happening on the one program or all programs on that channel, and is it still ongoing or since resolved itself?

Please let us know. 

Sabrina

It seemed to resolve itself but then has gone again. Everything I record or watch live is unwatchable.

Seems to be itv hd and itv that are the main problems

Hi @lisa827,

Thank you for expanding on this. I've taken a look over things on our systems, and it appears that there's a known fault we're working on currently which may explain the problems you're experiencing.

The current estimated fix time is approximately 6:00pm today. If the issues persist beyond this time then please let us know and we can go from there.

Thanks,
 


Zach - Forum Team
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