Issues with TV and picture

[Taz1975]

I have been having issues with the picture pixelating and dropping a lot on music channels especially. But happens on most channels throughout the day. The sound also goes and have to change channel to get it back. Does anyone else have this issue?

[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.

Digital TV platforms (including VM) carry channels in small clusters, known as multiplexes. A signal fault affecting one multiplex will affect all channels carried on that frequency, but other muxes will be unaffected. The allocation of channels across multiplexes does not follow EPG positions, and is (to the end user) random.

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.

[Steven_L]

Hello Taz1975,

Welcome back to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your TV picture at the moment. I have ran through some tests and we will need to send out an engineer to resolve the issues that you're experiencing. I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L