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Loss of channels

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Loss f multiple channels, all pixelating, numbers, 125, 127, 134, 147, 167, 166, 169, 245, 251 all had channels


Very Insightful Person
Very Insightful Person

Hi @Jombo123 

Check all your cabling, especially the white coxial is snug and tight and free from kinks.

Are there any known issues? Have you looked at Check service status at the top of the page? You can also a run a test on your equipment from there.

If the above doesn't help then you need to contact Faults on 150 from a Virgin landline or mobile, or 0345 454 1111, option 2  

When calling Faults 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 book the tech for you.


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Very Insightful Person
Very Insightful Person

@Jombo123 wrote:

all pixelating

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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Forum Team
Forum Team

Hi Jombo123, thanks for the message and welcome to the forums. 

I am sorry to hear that you are having issues with the set top box and we want to ensure that things are resolved for you.

Can you ensure that when tightening the cables if anything improved and if you are still having issues with this since posting? 

Kind regards, Chris.