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crimsonhobbit
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Pixelation on both my 360 boxes

Been getting constant pixellation for days on both my 360 boxes.

Channels are 406,407,408,409,522

I have phoned support, who, to be frank, are useless. All she could say was "it should be ok in 24Hrs" which just sounds like "I haven't a clue, go away".

Tried rebooting boxes, checked connections, all OK.

Any ideas? TIA

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newapollo
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Re: Pixelation on both my 360 boxes

Hi @crimsonhobbit 

The channels on VM are carried in groups, called muxes. The ones you indicate that are pixelating are in two different muxes. I've enclosed a screenshot below of the channels in those muxes. You will probably find the other channels listed there are also affected.

This is due to a signal issue and you will will need to contact the faults team to organise a tech visit.

Call  150 from a Virgin landline, or 0345 454 1111, option 2 (Faultsbut best to call between 8am and 10am to avoid call queues, or late afternoon around tea time

When calling Faults you will hear the automated response asking you to press 1 for the link to online support etc, ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone

A member of the Forum team may also pick this up for you, but it may be a couple of days.

Clipboard01.jpg.

Dave

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japitts
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Re: Pixelation on both my 360 boxes

I'll add my stock answer to all pixellation queries, which often covers some of the gaps in "what should I do"?

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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crimsonhobbit
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Re: Pixelation on both my 360 boxes

Thanks, I eventually convinced them it needs an engineer and have one booked for 3rd Jan.