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Up to speed

Switched over to watch San Andreas on Sky Cinema action ch 407 and the pixelation made it unwatchable. Checked other channels and sky cimema 409, sky sports channel 502, 503 are also unwatchable. I have checked all cables and they are nice and tight.


Up to speed

Just switched on my 360 streaming box in the bedroom and same channels are unwatchable. All HD

Community elder

 You could try a factory reset of the box of the box to see if it makes any difference, select the first option to keep your recordings, as all the channels you mentioned are on the same mux then you will probably need an engineer to adjust your signal levels.

You can either wait here for a member of the forum team to respond, usually takes 2-3 day's, or call 150 from your Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault.

When phoning choose the option to report a fault, then ignore all the options offered and you should then be placed into a queue to speak to someone.


Very Insightful Person
Very Insightful Person

Hi @Paulpal67 

Have you checked for any known faults? 

If nothing is showing  you could also try the  automated Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

The channels you've stated are all on the same mux which would seem to suggest a signal issue, however I notice you have 2 boxes. Is it the same problem on both boxes? If not try swapping the boxes around to see if the fault follows the box. 

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No faults in my area. Yep, same channels pixelating on both boxes.

Good Evening @Paulpal67, thanks for your post on our Community Forums and welcome back to our Community Forums!

Sorry to hear of the pixelation on the set top boxes, can you please confirm if this is still ongoing, or if you've been able to discuss this issue with our team since your post?

Kindest regards,


Yes, it's still ongoing 

Just this min, i switched over to those channels and they are fine now. I've never known pixelated channels to correct themselves. Thanks all for your responses

Pixelating is now back 😔

Hey Paulpal67, thank you for reaching out and letting us know this has now been resolved.

If it does starts to happen again, please do reach back out. Thanks  

Matt - Forum Team

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