on 04-05-2024 13:39
Good afternoon
I have recently been experiencing issues with my TV 360 box with the signal breaking up on different channels.
Before the recordings wiped themselves this was also visible on the recordings too.
I have noticed it more on BBC One as well.
I had previously rang and spoke to someone, this issue was escalated to the second line team and made some sort of a remote change which seemed to work for a bit.
I have not had a chance to come back to Virgin Media, but this has been happening for a little while.
VM Forum Staff, please could someone get in touch to arrange for an engineer to visit, to check my levels and also replace the box as well (as far as I recall I wasn't close to the storage limit on my box, so I do not think it was that)?
Kind regards
Emma Edwards
on 07-05-2024 08:33
Morning EmmaEdwards 😊
Thanks for posting this on our Community Forums, I am sorry you're dealing with this TV issue at the moment!
I understand you're seeing pixilation on certain channels, especially BBC One. Your recordings have been erased too without your input. You have spoken to our Faults Team previously but the issue always seems to reoccur, you're now looking to get a technician to visit.
Before I book a technician for you, I just need to check your TV Services on my side. Could you please turn your TV box(s) on so they communicate with our network? This will allow me to take a look at everything and decide on the best course of action 🤗
Please let me know once you've done this and we'll continue from there.
Thanks,
Megan
on 13-05-2024 11:18
Hi Megan
I hope you are well.
My apologies, I must've missed an email to say this had been responded to.
The equipment has been on over the weekend, is that sufficient or does it need to be turned on again?
Kind regards
Emma
on 15-05-2024 14:31
Hi @EmmaEdwards
Can you ensure the TV box is left on for us and let us know when you've done it? We'd need to run full diagnostics :).
Best wishes.
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on 17-05-2024 17:21
Hi John
Apologies for the delay, the box is currently on.
on 20-05-2024 15:43
Hi Emma,
Thank you for advising the box was on when you last posted, we have had a look and it does appear not to be on at the moment, can you please make sure3 the box is turned on now so we can run further checks.
Regards
Paul.
on 08-06-2024 15:29
Hi Paul
Unfortunately we keep missing each other as I am still at work when someone replies and the forums do not email me when someone replies.
Would it be possible to arrange an engineer to come out to check my levels, also replace the box as well?
If you we have to go through the first hoop of someone having a look before an engineer attends, would it be possible to arrange a call from someone in the UK?
I have also been getting some high latency alerts for my router too (the Hub is in modem only mode).
on 10-06-2024 17:11
Hi @EmmaEdwards
It's okay this isn't an instant response platform and so is available to come back to when you're next available. It might cause some issues if we are to run checks and test, as we'd need to check again if it's been sometime since you last posted.
We aren't able to arrange call back through community forums and would assist here with the queries or direct your query to the appropriate method of contact for the query if we weren't able to support here. If it suits you better, then you can call the team at your next convenience if you aren't able to respond for over 5-7 days. You can contact the team on 0345 454 1111 (or 150 from a Virgin Media landline), and they'll be able to test the service there and then.
We've checked the services at our side and cannot see any issues with the hub specifications themselves. Do you have this issues over wired connection or is the devices flagging latency connected via WIiFi?
How do you have your set top box connected to the internet? Is this through WiFi or ethernet please?