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Sheppdee
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Channels distorted

Hello.

a few of my channels are distorted and have a broken, pixelated picture. Sound is there.

ive unplugged all wires checked all connections powered on and off.

But it’s only certain channels itv2 itv4 up to sky arts. But all other channels are fine.

no service faults 

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newapollo
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Re: Channels distorted

Hi Sheppdee,

If the channels you mentioned are all SD then it looks like a signal issue. They are all on the same transponder, as are the channels in the picture below.

You've performed the obvious checks, rebooting, checking cables and service status.

You should call  150 from a Virgin phone line, or 0345 454 1111, option 2 (Faultsbut best to call between 8am and 10am to avoid call queues, or late afternoon around tea time

You will probably get 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 resolve the problem.

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Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


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japitts
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Re: Channels distorted

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.

As per newapollo - you've not mentioned if those are SD or HD variants, but the SD versions are all common to one broadcast TX.

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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Sheppdee
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Re: Channels distorted

Thanks 

to be fair I’m thinking the box has had it.

It’s even more channels now! All sd 

some hd channels are seeing some flickers of distortion 

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japitts
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Re: Channels distorted

Staff should respond on here if you leave the thread for a day or so, otherwise you can call in.

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Zach_R
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Re: Channels distorted

Hi @Sheppdee,

Thank you for your post and welcome to our community forums. We're here to help.

I'm very sorry to hear that you're having some issues with the quality of your TV service lately. Have you ensured that all of the connections between the box and the TV are secure?

If they are, I would then advise checking our Service Status page to ensure there are no known area impacting faults in your area that may explain this.

Let us know how you get on.

Thanks,
 



Zach - Forum Team


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