E4 pixelated

[Akydd42]

My E4HD is pixilated at times or it says the channel is not available. It's a real pain. I've been into the settings on the V6 box and made sure the output is 1080p and I've reset my V6 box but it's not made any difference.

This is the only channel it's happening on.

Any suggestion on what I can do next?

[japitts]

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.

You've mentioned E4-HD, check Viaplay Extra on Ch553 - I suspect it will also be affected.

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.

[Ryan_N]

Hi Akydd42, 

Thank you for your post. 

Sorry to hear of the issues you've been having here. Was it possible you were able to follow the advise @japitts has provided in terms of the initial checks etc? Pop back, let us know if you have and how things are at the moment. 

Cheers, 

Ryan. 

[Akydd42]

Hi Ryan, 

Yeah I've followed the advice but it's not helped.

The pixilated screen isn't there all the time. It comes and goes but the whole screen can freeze at times and then a message sometimes pops up saying channel unavailable. 

[Ayisha_B]

Sorry to hear this @Akydd42

How are things at the moment? If the issue is intermittent and you're still experiencing issues, let us know and we can arrange a technician if needed. 

Thank you

[Akydd42]

Thanks for getting back to me.

Sadly I've still got the same issue's. 

I've tried resetting the v6 box, changed hdmi leads and ports on the tv,made sure the v6 box output is set on 1080p but it's not helped at all.

I think an engineer will need to attend.

[Akydd42]

Hi,

My itv2 has started having the same problems as E4HD.

Can you organise an engineer to visit and fix this problem as possible as it's very annoying and I can't watch the channels.

[Adri_G]

Hey Akydd42, thanks for all your posts and replies and sorry to see your channel issue has been ongoing.

We'd love to run a few checks on this and help, please expect a PM from me here shortly so we can do this together.
Please check the top-right corner of our forum and you should see a purple envelope. Click this and you'll see my message.

[Zach_R]

Hi @Akydd42,

Thank you very much for getting back to us via private message. As we discussed there, a technician appointment has now been scheduled and booked.

I'm unable to confirm the date/time of the booking publicly for security reasons, but you can check and manage this via your My Virgin Media online account.

Let us know how it goes.

Thanks,