on 27-08-2021 12:51
Hi,
Channels 701 and 702 HD CBBC and CBeebies both seen to constantly pixelate...all other channels seem ok
Anything I can do? Any fixes?
Thanks
on 27-08-2021 13:06
on 27-08-2021 13:28
Hi Philstringy,
Have you tried rebooting the V6?
Channels are carried in clusters on the VM platform.
Sky Sports Mix HD, TJC HD, ITVBe HD, BBC Four HD and Sky Arts HD are carried on the same cluster as the children's channels you mentioned.
If you also have problems on the other channels I listed then it definitely looks like a signal fault.
Check all the wiring, especially the white coaxial. make sure everything is snug and tight with no kinks.
If the problem persists after that then you need to speak to TV Faults.
Call 150 from a Virgin landline, or 0345 454 1111, option 2 (Faults) but best to call between 8am and 10am to avoid call queues, or late afternoon around tea time
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 resolve the problem.
Or if you aren't in a hurry to have this fixed you can wait a few days and a member of the forum team may pick this up for you.
on 27-08-2021 20:55
Sky Sports Mix HD, TJC HD, ITVBe HD, BBC Four HD and Sky Arts HD - the only one of these I have is BBC Four HD
The 2 channels were ok tonight, my wife thinks it's only daytime when they play upwhich I'll check over the next few days.
I have re-booted the v6 box.
appreciate your help
on 27-08-2021 23:00
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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on 28-08-2021 08:59
Thanks to all
I will continue to monitor the channels, but they seem ok today.
If VM can check remotely that would be most helpful.
I'll await the staff on here to check that for me if possible.
on 30-08-2021 09:34
Good morning @Philstringy.
Welcome back to the forums and thank you for taking the time to post.
I am sorry to hear that you have had some issues with your TV services.
I have taken a look over things from here, I can see that your hub has been up for 140 days.
Please could you pin hole reset your hub and let me know how things are looking after that.
Kind regards,
Zak_M
on 30-08-2021 09:45
Possibly worth adding here that live TV isn't carried over the internet though.
The hub provides connectivity for OnDemand & streaming, not broadcast TV.
I'm guessing that Zak hasn't found any signal issues on your TV piece, and this is just a precaution.
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on 30-08-2021 09:53
Thanks,
Perhaps Zak could confirm if a signal issue showed up.?
on 30-08-2021 09:54
Thanks Zak,
I will do this and give you a shout