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Picture distorting

On our wavelength

We’ve had picture distortion in the past and when we check it says no problems in the area. When an engineer came out he said numerous people in the street and nearby streets had the same issue and it was a cabling problem. It is happening again. Some channels completely unwatchable! Not good enough. Can anyone look in to this please who works for virgin as it’s impossible to get through. Postcode is NE28 8EP.


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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Forum Team
Forum Team

Hi Donna2904,

Thanks for using the forums to get this issue with your TV looked into 📺 I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.#

I have checked on our side and I cannot find any reported outages in regards to TV service, for anyone else having issues like this please visit our service checker

I'd like to ask a few questions if you don't mind - 

  • Does this picture distortion occur on Live TV, On Demand, Streaming Apps or everything?
  • How is your TV box connected to the Hub? WIFI or wired? 




On our wavelength

Hi Megan,
It only happens on live tv. It’s both tv boxes. One is wired and one is WiFi.

Thank you for letting us know @donna2904

To further look into this issue,  have sent you a private message. Please look out for the purple envelope and provide a response when you can.


Forum Team

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