TV picture intermittent breaking up

[5string]

Tried watching Sky Arts over the last couple of evenings and noticed intermittent break up of the TV picture, particularly bad on Friday between 8pm and 9pm. I have two TV360 boxes and the problem could be seen on both boxes so do not think that it is a box issue

Also noticed occasional glitches today on Sky F1 UHD (in advert and main program), switched over and watched the race on Sky main event UHD with no glitches.

So this seems to be channel specific and is it a problem to my property or in the VM network?

[japitts]

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.

Digital TV platforms (including VM) carry channels in small clusters, known as multiplexes. A signal fault affecting one multiplex will affect all channels carried on that frequency, but other muxes will be unaffected. The allocation of channels across multiplexes does not follow EPG positions, and is (to the end user) random.

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.

[Megan_L]

Hi 5String,

Thanks for your post and for being a long time user on our Community Forums! 

Sorry you're having this pixilation issue on your 360 TV box's, your description is very helpful. 

We've checked your services on our side and couldn't see any outages/faults in your area, which means if it's still ongoing it's most likely an issue with your equipment rather than a network issue. 

We've also tried to run diagnostic tests on our side but it looks like your boxes may be switched off - If you could please turn them both on and let us know. We can then go back and do our tests to see what the problem is 🤗

Alternatively, we have a helpful link with flows that can help diagnose the issue on your side 👉 Picture Issues on TV - Please let us know if this helps to resolve the problem!

Thanks,

Meg

[5string]

Thanks for the replies and sorry for the delay responding but I only received an email today that someone had replied to the topic.

Apart from occasional reboots the the TV boxes are never turned off, they may have been in standby but they are both set for active start so not sure why you cannot run remote diagnostics.

However there may be another issue as I have tried the link in your message. It asks what TV box I need help with (are these boxes linked with my account or types of box as it shows three boxes - V6, 360 and TiVo, If I choose any of them I get the error - "Sorry, we can’t run a test on your services right now Please try again later". Note I have two TV360 boxes (upgraded from V6 over a year ago).

Things may have improved on Sky Arts as i haven't seen any issues since my original post however I did notice intermittent issues again yesterday on Sky F1 UHD after the race (again in adverts and main program)

[Carley_S]

Thanks for getting back to us @5string 

The boxes shown on the troubleshooting page would just be to select and are not what we see connected/linked to the account. In this instance, as you mentioned you had 360's, you would select the image of the 360 box to start diagnostics. 

The set top boxes will need to be online for us to run these test at our side. I've checked again today and one set top box is online and this all good at our side, but please do let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :).