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Mojo74
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Broken picture on virgin tele

When watching tele through virgin box picture is very distorted, but ok when watching prime, Netflix etc. Rang virgin and automated service that’s no use at all! 
think it’s the box that’s gone

any help please?

 

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LittleMick73
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Re: Broken picture on virgin tele

Hi do you mean the images are pixilated if so it's very likely a signal level issue, try phoning again the system will recognise you have called before, when it requests you key in numbers ignore it and you will be connected with a person, who can check the levels while you're on the phone and if necessary arrange for an engineer to adjust the levels between your box and the street cabinet.Regards Micky
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Corinneangela
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Re: Broken picture on virgin tele

I had sporadic pixellation for a while, but yesterday it got so bad I couldn't watch TV. I called Virgin and got an automated reply. They tested the signal, said there is an issue so told me to check the coax and HDMi leads are firmly in still. I did that then rebooted the box. When it came back it was perfect... for about 30 mins lol, but was better than it had been. I rang again this morning as still getting sporadic pixellation and the recorded message said there is an issue in my area that should be fixed by 5 pm. Perhaps check the status in your area?

If mine is no better I will call again tomorrow to get them to test the levels (although I don't hold out much hope of getting through as yesterday the recorded message said it would be at least an hour to get to speak to a human.)

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japitts
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Re: Broken picture on virgin tele

Sounds like you're describing pixellation, in which case..

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.

Streaming services such as iPlayer, Netflix, Prime and OnDemand use the internet rather than the TV signals so are often unaffected.

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

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Corinneangela
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Re: Broken picture on virgin tele

Ugh, after being sort of OK yesterday, the pixellation is now so dire it's totally unwatchable. Yesterday they said it would be fixed by 5 pm, so I just waited. Was OK-ish to watch last night. Rang again and now they say it will be fixed by 5 pm today, but online status says will be fixed by 5 tomorrow 😞

I recommend Virgin all the time, but at times like this, I wish it was a lot better than it is. Impossible to get through to a human being now.

 

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Tom_F
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Re: Broken picture on virgin tele

Hi Mojo74, thanks for your post.

 

Sorry to hear about the issues you've had with your TV service. This will require a tech-visit so they can check the box & connections and replace what is needed. So we can get that arranged please get back to me via PM (just look out for the purple envelope)

 

@Corinneangela, I've taken a look into this using your forum details and can see that one of your boxes are out of spec and may require further attention too - if you're sure that all of the connections are snug/secure then please also get back to me via PM so we can assist further.

 

Tom 

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