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Intermittent pixelation on some channels

We have problems with intermittent pixelation on certain channels. Very rare on BBC 1 HD but often very bad on BBC2 HD to the point where we've stopped watching programmes/recordings. Also occasionally affects some of the Sky Sports channels. Used to have similar pattern on previous version of TIVO box so seems not related to the specific box.

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Re: Intermittent pixelation on some channels

Hi AGlasby1959, thanks for your post.

 

Sorry for the trouble you've had with intermittent pixelation. 

 

Have you been able to check for related known issues on our service status page: virg.in/service? If you sign in from there you can also run tests on your equipment which may offer a solution.

 

If there's nothing communicated that could be causing the problem don't hesitate to let us know so we can take a further look.

 

Alternatively you can text our cable-care team on 07533051809 (Mon - Sat 8am - 8pm) or give us a call on 150/ 0345 454 1111.


Tom
 

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Re: Intermittent pixelation on some channels

Hi Tom,

Thanks for your reply. I had looked through the various posts on pixelation and didn't find anything that helped to resolve the problem. Other posts often related to set up issues needing an engineer to visit. Over the weekend I used the online chat service to try to get resolution but after a Hub factory reset, Tivo reboot and swap of HDMI cable, the situation has not improved. The person I dealt with is sending me a new HDMI cable but don't really expect that to fix it. 

Alan

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Re: Intermittent pixelation on some channels

Thanks for coming back to us.

 

Have you received your HDMI cable as of yet AGlasby1959? 

 

Has the problem carried on since you last posted or has the issue improved?

 

Thanks

Steven_L

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Re: Intermittent pixelation on some channels

Hi Steven,

Yes, I received the new HDMI cable. As anticipated this has had no effect on the pixelation experienced on certain channels. The frequency and severity seems unchanged. I also suffer from what seems to be periodic loss of internet connection. I use my Hub in modem mode with a netgear wifi router. When internet connectivity is lost the wifi continuous to work fine within the house and I can connect to other devices on the network. Below are copies of the logs from the hub taken a short while ago. Hub was rebooted yesterday. Are these normal

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

675000000

-4.2

38

256 qam

30

2

459000000

-3.2

38

256 qam

7

3

467000000

-3.2

38

256 qam

8

4

475000000

-3.5

38

256 qam

9

5

483000000

-3.5

38

256 qam

10

6

491000000

-3.4

38

256 qam

11

7

499000000

-3.7

38

256 qam

12

8

507000000

-3.9

38

256 qam

13

9

515000000

-3.9

38

256 qam

14

10

523000000

-3.2

38

256 qam

15

11

531000000

-3

38

256 qam

16

12

539000000

-3

38

256 qam

17

13

547000000

-3.4

38

256 qam

18

14

555000000

-3.7

38

256 qam

19

15

563000000

-3.9

38

256 qam

20

16

571000000

-3.9

38

256 qam

21

17

579000000

-3.4

38

256 qam

22

18

587000000

-3.9

38

256 qam

23

19

595000000

-4.4

38

256 qam

24

20

635000000

-3.7

38

256 qam

25

21

643000000

-3.9

38

256 qam

26

22

651000000

-3.4

38

256 qam

27

23

659000000

-3

38

256 qam

28

24

667000000

-3.4

38

256 qam

29




Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.6

13675

3701

2

Locked

38.6

45141

17943

3

Locked

38.9

43851

18235

4

Locked

38.6

42660

16585

5

Locked

38.6

40053

14788

6

Locked

38.6

41169

16064

7

Locked

38.6

41194

14602

8

Locked

38.6

39883

14194

9

Locked

38.6

38019

14113

10

Locked

38.6

34485

12088

11

Locked

38.9

31582

11331

12

Locked

38.9

31018

11786

13

Locked

38.6

30406

10134

14

Locked

38.6

29523

10158

15

Locked

38.6

28619

9924

16

Locked

38.6

28164

9288

17

Locked

38.9

26752

7976

18

Locked

38.6

26482

8281

19

Locked

38.9

23739

6712

20

Locked

38.6

18039

5875

21

Locked

38.9

17595

4250

22

Locked

38.9

16670

4780

23

Locked

38.9

15881

4986

24

Locked

38.9

14959

3458

 

 

Time

Priority

Description

26/08/2019 07:20:22

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC= xx:xx:xx:xx:xx;xx;CMTS-MAC=xx:xx:xx:xx:xx;xx;CM-QOS=1.1;CM-VER=3.0;

26/08/2019 07:20:22

critical

No Ranging Response received - T3 time-out;CM-MAC= xx:xx:xx:xx:xx;xx;CMTS-MAC= xx:xx:xx:xx:xx;xx CM-QOS=1.1;CM-VER=3.0;

26/08/2019 07:21:42

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC= xx:xx:xx:xx:xx;xx;CMTS-MAC= xx:xx:xx:xx:xx;xx;CM-QOS=1.1;CM-VER=3.0;

26/08/2019 07:21:42

critical

No Ranging Response received - T3 time-out;CM-MAC= xx:xx:xx:xx:xx;xx;CMTS-MAC= xx:xx:xx:xx:xx;xx;CM-QOS=1.1;CM-VER=3.0;

26/08/2019 07:23:2

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC= xx:xx:xx:xx:xx;xx;CMTS-MAC= xx:xx:xx:xx:xx;xx:60;CM-QOS=1.1;CM-VER=3.0;

26/08/2019 07:23:2

critical

No Ranging Response received - T3 time-out;CM-MAC= xx:xx:xx:xx:xx;xx;CMTS-MAC= xx:xx:xx:xx:xx;xx;CM-QOS=1.1;CM-VER=3.0;

26/08/2019 07:24:21

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC= xx:xx:xx:xx:xx;xx;CMTS-MAC= xx:xx:xx:xx:xx;xx;CM-QOS=1.1;CM-VER=3.0;

26/08/2019 07:24:22

critical

No Ranging Response received - T3 time-out;CM-MAC= xx:xx:xx:xx:xx;xx;CMTS-MAC= xx:xx:xx:xx:xx;xx;CM-QOS=1.1;CM-VER=3.0;

26/08/2019 07:25:41

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC= xx:xx:xx:xx:xx;xx;CMTS-MAC= xx:xx:xx:xx:xx;xx;CM-QOS=1.1;CM-VER=3.0;

26/08/2019 07:25:42

critical

No Ranging Response received - T3 time-out;CM-MAC= xx:xx:xx:xx:xx;xx;CMTS-MAC= xx:xx:xx:xx:xx;xx CM-QOS=1.1;CM-VER=3.0;

26/08/2019 07:27:1

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC= xx:xx:xx:xx:xx;xx;CMTS-MAC= xx:xx:xx:xx:xx;xx;CM-QOS=1.1;CM-VER=3.0;

26/08/2019 07:27:2

critical

No Ranging Response received - T3 time-out;CM-MAC= xx:xx:xx:xx:xx;xx;CMTS-MAC= xx:xx:xx:xx:xx;xx CM-QOS=1.1;CM-VER=3.0;

26/08/2019 07:28:21

critical

Unicast Ranging Received Abort Response - initializing MAC;CM-MAC= xx:xx:xx:xx:xx;xx CMTS-MAC= xx:xx:xx:xx:xx;xx CM-QOS=1.1;CM-VER=3.0;

26/08/2019 07:28:21

critical

No Ranging Response received - T3 time-out;CM-MAC= xx:xx:xx:xx:xx;xx;CMTS-MAC= xx:xx:xx:xx:xx;xx;CM-QOS=1.1;CM-VER=3.0;

26/08/2019 07:59:7

Warning!

RCS Partial Service;CM-MAC= xx:xx:xx:xx:xx;xx;CMTS-MAC= xx:xx:xx:xx:xx;xx;CM-QOS=1.1;CM-VER=3.0;

26/08/2019 08:02:2

critical

No Ranging Response received - T3 time-out;CM-MAC= xx:xx:xx:xx:xx;xx;CMTS-MAC= xx:xx:xx:xx:xx;xx;CM-QOS=1.1;CM-VER=3.0;

26/08/2019 14:14:36

Warning!

RCS Partial Service;CM-MAC= xx:xx:xx:xx:xx;xx;CMTS-MAC= xx:xx:xx:xx:xx;xx;CM-QOS=1.1;CM-VER=3.0;

26/08/2019 14:32:23

critical

No Ranging Response received - T3 time-out;CM-MAC= xx:xx:xx:xx:xx;xx CMTS-MAC= xx:xx:xx:xx:xx;xx:60;CM-QOS=1.1;CM-VER=3.0;

26/08/2019 14:32:24

Warning!

RCS Partial Service;CM-MAC= xx:xx:xx:xx:xx;xx;CMTS-MAC= xx:xx:xx:xx:xx;xx;CM-QOS=1.1;CM-VER=3.0;

26/08/2019 14:32:35

critical

No Ranging Response received - T3 time-out;CM-MAC= xx:xx:xx:xx:xx;xx;CMTS-MAC= xx:xx:xx:xx:xx;xx;CM-QOS=1.1;CM-VER=3.0;

 

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Re: Intermittent pixelation on some channels

Hi AGlasby1959,

 

 

Thank you for reaching out to us in our community,  I am sorry to hear that the new HDMI cable hasn't helped.

 

How have things been since your last post?

 

 

Kind regards

 

Paul.

 

 

 

 

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Re: Intermittent pixelation on some channels

Hi Paul,

Thanks for getting in touch. No, nothing has changed since my last post. Still have frequent issues with both broadband and TV. Pixelation events occur daily, never had this when I was with Sky, and have periods when Broadband is either totally unavailable or speed drops to below 1Mb/s download speed. When broadband drops, on-demand services are also unavailable. Not yet been able to confirm any correlation between TV and broadband issue times.

Alan

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Re: Intermittent pixelation on some channels

Good Morning AGlasby1959,

 

Thanks for getting back to us and I'm terribly sorry to see that the issues with your TV and Broadband service are on going.

 

I'd very much like to look into this further for you. Please check out the purple envelope in the top right hand corner for a PM from me

 

Kindest regards,

 

David_Bn

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