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Still getting pixelation after numerous engineer visits

Burnsyboy
Joining in

I've had numerous engineers come out to try and resolve my pixelation issue I'm still encountering every day 

They've replaced the hub the main tv box added an signal equaliser but still I'm having the same issue.

Ive noticed the white box with the light on the wall where the fiber cable goes in to goes red from green when I have the issue 

So I'm thinking is the issue external rather then internal 

Luckily I have a Firestick so I can atleast watch something when the issue arises everyday 

Can someone please help as I'm at the end of my tether 

 

11 REPLIES 11

japitts
Very Insightful Person
Very Insightful Person

Live TV doesn't use the internet, so unless you're also having issues with your broadband, then replacing your Hub wouldn't have done a thing to help with this.

What is this "white box on the wall" with a light? Can you post up a photo?

Ultimately, you need to keep reporting the fault, and VM need to keep attending until they narrow down what's causing the problem and rectify it. Without having "boots on the ground" in front of your install, and knowing what exactly has been tested etc, it's tricky to advise further.

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Matthew_ML
Forum Team
Forum Team

I am so sorry to hear about this, I understand this is very frustrating.

I am going to send you a PM now to take a look into this.

 

Matt - Forum Team


New around here?

Matthew_ML
Forum Team
Forum Team

Glad to hear we've managed to get this resolved for you 🙂 

Matt - Forum Team


New around here?

The problems still here came out yesterday changed a wire in the white box on the wall 

Put tv on this morning and straight the way does it again 

 

17032345755863567861273835068119.jpg

17032346107912252144856649018677.jpg

japitts
Very Insightful Person
Very Insightful Person

The screenshots you've posted are of TV360 software not V6 so your post has been moved to that section of the forum. All the same, it doesn't alter this being a signal fault of some kind.

If I were you I would call in to get this chased again. It depends on the tech resource in your area, but if you wait for the forum staff to respond, you stand a good chance of this being unresolved over Christmas. Call in this AM and you have a chance of techs attending tomorrow.

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roy247
Community elder

@Burnsyboy wrote:

Ive noticed the white box with the light on the wall where the fiber cable goes in to goes red from green when I have the issue 

 


If the white box looks like the one in the picture below then if the green light goes out it means the power has gone off, so either the cable connecting it to the power supply adapter or the power supply itself has an intermittent fault and is causing the signal loss. The box is a signal amplifier and will need a call to Virgin to have the power supply or cable replaced.

Virgin Signal Amplifier.jpg

nodrogd
Very Insightful Person
Very Insightful Person

That is a powered copper coaxial splitter, so there is no fibre inside the property (& likely not outside either, as RFoG installs don’t need these). Usually these are installed if the installation is large or you are a long way from the street cabinet.

Either the issues are weak signal or RF noise ingress. The former is usually easy to fix. The latter is not, as the source of the noise has to be traced which could be anywhere in the coaxial network segment.

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

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roy247
Community elder

Hi Burnsyboy,

Any chance you can post a picture of your white box like japitts asked.