Splitter - two tvs - signal strength issues - adjustment possibly required

[Spjgriw]

Hi - I have two TVs receiving virgin TV via a splitter. 

TV 1 - diagnostics are telling me signal strength is Good

TV 2 - diagnostics are telling me signal strength is Fair

A virgin technician came round and reluctantly tested the connections and confirmed this but said that there was nothing more he could do. I told him that the signal strength coming into the property had never been adjusted to accommodate the two signals however he just shrugged his shoulders, told me that it was tough luck and left. (I was not impressed by this by way).

Can somebody please let me know if a more enthusiastic technician can come out and explore the signal strength possibility please (trying to explain this on the customer helpline will not be easy)?

Regards,

Richard

[japitts]

---

@Spjgriw wrote:

he just shrugged his shoulders, told me that it was tough luck and left. (I was not impressed by this by way).

---

This is a pretty poor show by any stretch! I don't blame you not being impressed.

What was the basis of your previous tech visit - it's all fine saying "measurement says this" or "status says that", but what was the actual service problem you'd reported?

[Spjgriw]

The basis of the previous visit was to report the issue described above and to get some assistance with rectifying it. The technician just played back what I already know and then left saying it was just bad luck!

[Vikki_M]

Hi Spjgriw

We're sorry to hear you're unhappy with the engineer who attended.

This is disappointing to hear & we assure you this isn't the level of service we aim to provide. 

Was the cable to the second TV box done by our engineers? If not, did the engineer who attended offer to run our own cables for you? 

Just to clarify please on the question raised by japitts, are you experiencing any issues/faults with the TV service?

If you are, could you expand on this please?

Please pop back to us when you can. 

[Spjgriw]

Hi Vikki and thank you for your response. We are experiencing issues with some of the channels with pixelation issues. In addition we are unable to watch some channels for example CNN even though we are paying for all channels including sports and films. The cables to both TVs were run by an electrician as part of a building project, the idea being to keep the cables hidden. We want to try and rule out whether the strength of the signal entering the house is sufficient to power both TVs (as commented above one appears to be fine in terms of receiving a ‘good’ signal). The strength of the signal coming into the house has never been looked at/altered by Virginmedia following the installation of the cabling to two TVs to my knowledge. My question/request is therefore whether somebody from virgin media can please investigate this.

[Matthew_ML]

Sorry to hear this, what channels are you experiencing pixilation with? 

When you do experience pixilation how often is this happening all the time / the odd time or ever now and again?

With CNN what error are you getting , is it pixelated or are you getting an error? 

Did it work fine before the cables wore messed around with?

[nodrogd]

---

@Spjgriw wrote:

Hi Vikki and thank you for your response. We are experiencing issues with some of the channels with pixelation issues. In addition we are unable to watch some channels for example CNN even though we are paying for all channels including sports and films. The cables to both TVs were run by an electrician as part of a building project, the idea being to keep the cables hidden. We want to try and rule out whether the strength of the signal entering the house is sufficient to power both TVs (as commented above one appears to be fine in terms of receiving a ‘good’ signal). The strength of the signal coming into the house has never been looked at/altered by Virginmedia following the installation of the cabling to two TVs to my knowledge. My question/request is therefore whether somebody from virgin media can please investigate this.

---

This is probably your problem, as no doubt the specialist triple screened cabling required was not provided by Virgin Media. Techs have every right to refuse to connect anything that is non standard, as it can have a detrimental effect on the entire local network.

[Spjgriw]

Pixellation. issues - very occasionally BBC 1 and I think Sky Sports - Tennis (all other channels seem to be ok for now).

CNN - The error is "Channel failed - we're currently unable to show this channel. Please check your cables etc etc". Please note that I am able to watch this channel on the TV where the signal is "Good". All other channels on the TV where the signal is "Fair" seem to work.

It is difficult for me to be able to say with any certainty whether the signal strength was fine before the new cabling as I hadn't checked the signal strength. There certainly was some pixellation now and again though.

[Roger_Gooner]

If you swap the boxes do the TVs have the same pixellation as before? If so it suggests a signal issue.

[Spjgriw]

Correct