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Blocky picture

stevewebb1969
Joining in

Hello 

I’ve started to get blocky pictures from my virgin box, it started about a week ago occasionally but now  it’s happening all the time. 


I’ve done the usual switch off reset etc. 

Can I book a call out by an engineer via this board ? I’ve seen it’s a popular problem which needs an engineer to call or a new box.

 

thanks 

 

1 ACCEPTED SOLUTION

Accepted Solutions

japitts
Very Insightful Person
Very Insightful Person

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.

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.

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4 REPLIES 4

LittleMick73
Superstar
Hi depends how soon you want the matter solved phoning is the best and quickest way or wait on here for a virgin person to respond which may take 3 or 4 days.

Thanks for that i try get through on the phone 

japitts
Very Insightful Person
Very Insightful Person

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.

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.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Hi stevewebb1969, 

Thanks for your post and welcome to the forums. It's really great having you on board with us in the Community. 

We're sorry to hear you're having an issue with your TV service. Taking a look at things today I can see you had originally booked an engineer but it looks as though an area fault has since been located. As a result of this, the engineer visit has been cancelled. 

The fault details can be found below: 

  • Fault reference number: F009481061
  • Estimated fix time: 29 NOV 2021 12:00
  • Description: Virgin Broadband and Virgin TV || Network issues might be affecting TV and broadband services at the moment.

Once the area fault has been resolved, reboot your box and if you're still having an issue, pop back here to let us know and we can re-check things for you. 

Thanks,

Kath_F
Forum Team

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