My tv signal seems to be glitching

[Mary25]

Frequently, perhaps every 30-60 minutes, the tv seems to glitch for a brief second. This has been ongoing for a while now, perhaps a bit over a month.

I have tried rebooting the box by turning it of at the power socket. This did not improve the situation. In the diagnostics menu for the box, it says it has a good signal strength.

I don't know if it is relevant, but when the service was initially installed the engineers seemed to have trouble getting a signal and it was a bit touch and go.

The wiring is from the old ntl days.

Here is a picture I have taken. Maybe it will help to clarify.

[japitts]

Is this happening on.... live TV? OnDemand? Recorded programmes? Streaming services?

The answer could significantly dictate potential causes.

[Mary25]

It happens on live tv. I also checked with the phone number to see if there was a problem in my area, but there has been none reported.

[Megan_L]

Thanks for posting Mary25 and welcome to our Community Forums 🤗

Sorry you're having this pixilation issue with your TV Box, we can certainly appreciate how frustrating this must be when you're trying to chill out for the evening!

Thanks to Japitts, we know that it happens on Live TV, but I'd like to explore a little further into the issue - 

• Does it affect all channels on Live TV? 
• If it's only certain channels, can you tell us which? 
• Does it ever happen on your own TV's apps if it's Smart TV, or if you've got a DVD player? 

Thanks,

Meg

[Mary25]

It only ever happens when watching live tv on the virgin box; I tried free view with an aerial and there where no problems. I should mention the the glitches are visible in recorded shows.

I don't actually watch a lot of channels, but it seems to happen over multiple channels. Usually when I am doing house work, I leave the tv on qvc, so that is where I have seen the most instances.

I have also made sure the cable are securely plugged into the back of the tv and the virgin box.

[Ashleigh_C]

Thank you for confirming this for us @Mary25 and I am so sorry again that this has happened.

I'm going to pop you a Private Message so we can take a closer look and hopefully get this resolved for you. 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.
 

[Ashleigh_C]

Hello again @Mary25 
Thanks so much for your private message and confirming your address, I have now booked you a visit for TV issues – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
There will be no charge for this visit unless:
• The engineer diagnoses the faults as not being caused by our network/equipment 
• The engineer discovers that the fault or problem relates to your equipment
• The engineer discovers that the fault or problem relates to any system that we are not responsible for
The engineer will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment