After hours on hold last week I finally managed to report the fact that all of my channels that are non-hd and non-freeview are distorted and unwatchable. I reset my box and checked all my cables etc. etc. The call centre told me that they would monitor my connection and a few days later I received a text message telling me the issue had been resolved and to turn off my box for half an hour. I did this and the problem is still there! It cannot be a connection issue as BT sport Ultra 4K works fine as do all my other sports channels in HD but not the SD versions.
This is really annoying as I love to watch the lifestyle channels and these seem to be the ones most affected! I pay for the ultimate oomph budle and really feel I am being ripped-off as I cannot watch the majority of the channels I pay for!
Picture breakup & pixellation is nearly always a symptom of incoming signal problems, assuming you've reset your box once as a precaution.
It probably won't change the end result, but are there any particular channels that are affected? Channels are broadcast over VM's network in "clusters", if you can pick out specific ones, it may be that they're common to a particular broadcast frequency, for example.
I suspect that the call centre "monitoring your connection" was a blag to get you off the phone, when the correct course of action may have been to arrange either a box-swap or an engineer visit - depending what remote diagnostics were done etc.
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The problem has been going on for about a month now. I’ve tried every combination of video settings possible. Yes I do have a UHD TV. The distortion is like squarish blocks of green and purple appearing like multicoloured rainbow type patterns with moments or clarity and the audio can be stuttering at times. This happens only on the channels that are not HD and only on channels that are not available on freeview as far as I can tell, such as Sky arts, Sky Witness, Yesterday, Gold, etc. The HD channels are crystal clear.
I just need to vent my frustration! I still cannot watch the channels I pay for. I have tried plugging in my second box but I get a 7400 error code and every time I phone customer 'service' I am but on hold and eventually am forced to give up! How can the company run like this? They seem to be completely unaccountable for customers not getting the services they pay for with no way to complain. The woman I spoke to on the phone said that there was no email address that I could write too? I don't know if Ofcom are the people to go to? Who do I complain to that I am unable to access my services?