Poor quality picture

[Daz4574]

Hi I have only been with Virgin for four weeks but the picture quality doesn’t seem to be great with the picture pixelating and shadowing especially on dark pictures . I have done a test through the app and it says there is a problem I have phoned up customer services and just got phobed off and was told it would be sorted remotely with in 48 hours that was 6 days ago and still no improvement. 

[japitts]

Better to start your own thread than add to someone elses 😉

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.

[Serena_C]

Hi @Daz4574

Welcome to our Community Help Forum 🙂

Thank you for making your first post regarding your TV picture issues, I'm sorry to hear that the picture quality is not up to standard.

I would like to take a loook at your account to check for signal faults and see if we need to send an engineer to get this fixed. I shall send you a private message to obtain the details required now. Please look out for the purple envelope in the top right corner and get back to me when you can.

Best wishes,

Serena