ITV unwatchable

[Dekenba]

Everything is fine, except ITV is pixelated so badly it's totally unwatchable. Other channels are fine. Been like this for months. Resetting box & broadband make no difference 

[Cardiffman282]

ITV has always been unwatchable - pixelated or not. 

[japitts]

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@Dekenba wrote:

Everything is fine, except itv is pixilated so badly it's totally unwatcheable. Other channels are fine.

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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. If ITV-HD is affected, Channel4-HD should also be pixellated - it's on the same broadcast frequency.

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.

[Dekenba]

Yep, Channel 4 gone as well. 

I'll arrange to get an engineer out, probably swap the box. Again.

Thanks guys, much appreciated!

[Martin_N]

Hi Dekenba,

Thank you for your post. We'r sorry to hear about the issue you've had. 

Have you been able to get further assistance with this? If not, please let us know so we can help. 

^Martin

[Dekenba]

I've swapped the lounge virgin TV box that lived upstairs, and when that's wired up & switched on in the lounge, it works perfectly. So it's obviously a faulty box, and I just need to install another. But how?!

[Beth_G]

Hi Dekenba,

Thanks for testing that for us. It does seem very strange, as if the issue was with your box itself, we'd expect all channels and the general picture quality to be effected.

I'll pop you over a private message now so I can look into this further with you.

Thanks,