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john-mu
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Picture and internet problems

I am having frequent picture pixelation on several channels as well as regular internet loss. This has been happening over 18 months in spite of an engineer’s visit several months ago. My viewing, particularly of Sky Sports has often been ruined by unwatchable pictures. The final straw was yesterday when I could not watch the Scotland V Israel World Cup qualifier - simply unwatchable. I am an 360 customer and the problem occurs on both V6 boxes. Umpteen resets of both boxes and the hub (often green flashing light) have not resolved things. I really don’t see why I should be held into this contract (ends February) if both tv and internet services are so consistently unreliable. 

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japitts
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Message 2 of 14
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Re: Picture and internet problems


@john-mu wrote:

I am an 360 customer and the problem occurs on both V6 boxes.


Firstly, by mean of common parlance, you don't have V6 boxes - you have 360 boxes. Although the physical hardware is the same, the software platform is completely different.

Secondly, you've mentioned internet problems but this is the first post from you on this board, so I'd recommend putting some details into the broadband section of the board here where others with more knowledge on the broadband side tend to post - and will be able to advise in more detail. The issues could be related or they could be completely separate.

In terms of the TV side, resets of the hub won't be doing anything as live TV doesn't use the internet. 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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john-mu
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Message 3 of 14
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Re: Picture and internet problems

Thank you for the response. I do realise the V6 & 360 platforms are distinct operating platforms. My continuing frustration with the picture issue dates back a long time and the signal problem was supposed to have been resolved by the visit of an engineer which took place about 9 or 10 months ago. Since that time I have tolerated the intermittent pixellation which comes and goes irregularly. I will contact Virgin again - including mention of the internet outages. For the record, I did contact them a week or two ago and was sent an 'Intelligent W-Fi Pod'. The signal around the house has been boosted, but it has not fixed the drop-outs. I have to say I am increasingly cynical that there will be a satisfactory long- term solution to either of the problems.

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japitts
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Message 4 of 14
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Re: Picture and internet problems


@john-mu wrote:

I have tolerated the intermittent pixellation which comes and goes irregularly


I'm always in two minds whenever anyone says this. Yes, VM's telephone CS is somewhere between poor & "variable" - but the forum staff on these boards are excellent.

But on the flip-side, if customers don't report issues, VM can't be expected to fix what they don't know about.

I'm very reluctant to start a broadband/WiFi diagnosis in this TV section, but that would be the first question before suggesting a new post in the broadband section - is this a broadband issue, or a wireless issue?....

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john-mu
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Re: Picture and internet problems

It is actually both. I am not very familiar with Virgin Media Community and didn't fully appreciate the need to separate tv from broadband problems. While appreciating the messages, I think it better to see what Virgin Media's response is to my woes directly rather than using this forum.

Thanks anyway 

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japitts
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Message 6 of 14
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Re: Picture and internet problems

Perhaps I've not explained some of my reasoning here.

Firstly, VM staff do monitor these forums and will respond - often to a higher standard than the phone C/S will - but it's not a real-time service. Until they respond, this is primarily a community-based forum. And often, if there's a VM network issue affecting TV or broadband, it can affect both

However.... many community contributors specialise in certain areas and are particularly expert/familiar with, say, TV, email, or broadband. Many expert users who are familiar with the broadband & WiFi side won't tend to look at posts in the TV area or vice-versa.

So you're potentially doing yourself out of good advice.

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Alex_RM
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Message 7 of 14
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Re: Picture and internet problems

Hi john-mu,

 

Thanks for posting and sorry to hear you've had some issues with the service.

 

I've been able to locate your account using your forum details, and can see you've been able to speak to someone regarding this.

 

If you do still need help with anything please let us know.

 

Alex_Rm

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john-mu
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Message 8 of 14
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Re: Picture and internet problems

Thanks Alex_Rm

Thank you for your message. Someone did indeed contact me today by phone and apparently changed various settings remotely. At the moment services (picture quality and internet) seem to be fine. You will appreciate I want to see how things go for a while before declaring success as the last attempt turned our to be a 'false dawn'.

John

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japitts
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Message 9 of 14
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Re: Picture and internet problems


@john-mu wrote:

Thank you for your message. Someone did indeed contact me today by phone and apparently changed various settings remotely.


You will be correct to not consider this resolved.

If there is an underlying signal issue to your home, it can't be fixed remotely. The only remote fix that can be applied with signal issues is to reboot your equipment to eliminate software issues. That may provide some short term relief, but if symptoms return, you will need a "boots on the ground" tech visit.

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john-mu
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Message 10 of 14
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Re: Picture and internet problems

Thank you japitts, I’ll monitor things for the next few weeks and assess things then.

John

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