Sound and no picture. Also pixelated picture after reboot

[Biggordy1]

Hi. My TV sometimes comes on with sound and no picture. Probably once or twice a month. Only way to solve this is switch everything off at mains and reboot. Now I’m getting pixelated pictures 2 or 3 times an hour. Any ideas please. 

[japitts · Accepted solution]

---

@Biggordy1 wrote:

Now I’m getting pixelated pictures 2 or 3 times an hour.. 

---

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.

[Biggordy1]

I saw that post. I was hoping a virgin employee would get in touch. Thanks 

[Biggordy1]

Any Virgin staff on here can offer any help. 

[Reece_MH]

Hi @Biggordy1,

So we can run some further checks, can you please ensure that all the connections from the wall socket to the TV Box are tight and secure? Can you also try heading to your Settings Menu and ensuring that the "Picture Resolution" is set to "Automatic"?

Can you also confirm whether this pixelation is occurring on Live TV, On-Demand, or both?

Cheers,

[Biggordy1]

Hi Reece

all connections are good, picture resolution is automatic. Pixelated on live tv I think. 
what could be causing the sound no picture issue. 

[japitts]

If pixellation is on live TV only, refer to my post-2 above.

If it's on other sources such as OnDemand, then that's unlikely and you should be looking more at the HDMI chain (although HDMI tends not to pixellate but tint colours)

[Biggordy1]

I phoned VM yesterday and they said they would pass it on to relevant department to run tests. 

[japitts]

---

@Biggordy1 wrote:

I phoned VM yesterday and they said they would pass it on to relevant department to run tests. 

---

Call back - if you were clear on your fault symptoms the correct response from any faults agent would be to arrange a tech appointment.

The response you've got sounds horribly like "I don't know how to deal with this call so I'll let someone else deal with it". I would be pleasantly surprised if you hear anymore without calling back.

This shouldn't happen, but does.

[Biggordy1]

To be honest Japitts I was hoping a Virgin employee on here would have sorted it out for me. 
I got my phone line issue sorted by someone on here.