Baffling picture problem on one channel

[Dolarhyde]

I wonder if somebody can help with a serious pixelation/blocking/distortion issue I am having with one channel; 601 BBC News HD. There was a power cut in my area two days ago and ever since ch. 601 has been unwatchable.

I have rebooted the box, to no effect and tried all of the tuners with the same result. Interestingly, when the same content is simultaneously broadcast on ch.102, BBC2 HD, there's no distortion on that channel.

While I haven't checked every channel, 601 seems to be the only one affected.

On the diagnostics page I see a signal strength of 71%, if that helps.

Any advice will be gratefully received!

[newapollo · Accepted solution]

Hi @Dolarhyde 

Channels are carried in muxes (the same as on freeview) which bear no resemblance to their EPG number, however if the signal is wrong then other channels on that mux will also be affected.

You should check the channels shown in the screenshot below. If they are also pixelated then it appears to be a signal problem and you will need to speak to VM Faults by calling 150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults) 

When calling Faults you will hear the automated response asking you to press 1 for the link to online support etc

Ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.

bbc news hd

[Dolarhyde]

Hi Dave,

You are absolutely right, all of those channels are affected.

Thank you for your reply.

[Dolarhyde]

Engineer booked for Monday.

Thanks again for your guidance.

[newapollo]

Hi again @Dolarhyde 

Thanks for the update, pleased to see you managed to book an engineer.

Any other queries just use the forums.

Stay safe and take care.