on 25-05-2022 19:38
I've recently set up my new virgin media package and unfortunately have been really disappointed my transition from Sky. I’m really struggling with pixelation across most channels but particularly any HD channels. I’ve researched the forums, therefore have checked all connections, coax connections etc and all are fine! The only thing I can think is that my coax connections to the house are outdated having never previously used it.
Can I book an engineer to solve this?
on 25-05-2022 20:29
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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on 25-05-2022 20:41
It’s a brand new box so can only assume it’s the coax connection. I’ll contact VM directly.