cancel
Showing results for 
Search instead for 
Did you mean: 

Picture sticking

Oldham92
Just joined

Hi,

just had a virgin 360 box and new Wi-Fi connection installed today

The Wi-Fi is getting 480mbps so no issue there

However, the tv is noticeably sticking/jumping every couple of seconds for half a second or so. Was trying to watch football and it wasn’t a continuing video feed, it was more like a series of pictures being shown and the ball kept jumping like a couple of yards because the picture wasn’t moving smoothly. 

The tv is brand new and 60hz refresh rate.

I haven’t moved into the house yet and didn't have a multi socket here so the engineer could only have the Wi-Fi set up properly and I had to switch the box on myself for the first time, but all set up appears to have run fine apart from the picture issues.

does anyone have any suggestions?

Thanks

3 REPLIES 3

newapollo
Very Insightful Person
Very Insightful Person

Hi Oldham92 

If you have a 360 box then the live TV signals are carried over the coaxial cable and so won't be affected by the internet connection.  The internet connection would only affect apps and on demand/catch up services.

You've only mentioned  mentioned problems watching football, but which actual channels are affected?  Please check others apart from the sports channels and post a few of the channel names

There are issues with the Sky Sports UHD channels glitching which affects both direct Sky customers and VM customers. There are numerous posts on Sky Community forums from Sky customers, as well as posts on this forum from VM customers. We are still waiting for Sky to come up with a fix.

Having said that the glitching/pixellation on those sports UHD channels isn't continuous. 

Check that all the connections are snug and tight and that there are no kinks in the cabling, and that the cabling is free from staples etc.  Double check the small white cable adapter that you have with the 360 box as that may be loose or need straightening.

Also check for any known VM issues using the /check-services/ function.  You can also a run a test on your equipment from there. 

If nothing is showing  you could also try the automated Service Status number  0800 561 0061.  I prefer this checker as it often gives details of more local issues down to postcode level, whereas the web checker only really only shows problems with known wide scale outages..

 

360 cable adaptor360 cable adaptor

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


@newapollo wrote:

Hi Oldham92 

There are issues with the Sky Sports UHD channels glitching which affects both direct Sky customers and VM customers. There are numerous posts on Sky Community forums from Sky customers, as well as posts on this forum from VM customers. We are still waiting for Sky to come up with a fix.


Hi Dave,  do you know Virgin if have asked Sky for a fix because I have been asked to tell Virgin when it happens because they can't reproduce it.

 

Sabrina_B
Forum Team
Forum Team

Hi @Oldham92 👋.

Thanks for reaching out to us and welcome to the Community Forums. Sorry to hear you are having picture issues with certain channels. Can we ask, is this continuous throughout the same channel or only certain programming on that channel as some content is filmed and broadcasted in a different format that is supported by UHD Sky Sports rather than Sky Sports HD. 

Please let us know

Sabrina