Picture breakup

[Mlaser]

My father system has had a fault where the picture breaks up on most channels. An engineer came in September but confirmed it was an area fault and it would be fixed 6th October. Nothing has changed and I contacted the help line and got no response and could not get through to a person. What can we do ?

[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.

[Mlaser]

It has been faulty since January. They have said more than 5 times  they will fix it but everytime nothing happens. The picture is sometimes so bad it is unwatchable. They still continue to take the full amount each month for an inferior service.

[japitts]

Have you had any engineer visits since January? If one single reboot doesn't solve a pixellation issue, that's almost certainly what is needed.

And presumably when the problem recurred, you reported it again and got another engineer visit?

My point being - how much have you pursued this fault in the 10months since January? 5 times since January equates to reporting it roughly once every couple of months. One school of thought says that if customers aren't reporting issues, VM don't know they have problems - and therefore can't fix them.