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kars
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My TV is pixelating since last week. So far broadband and telephone seem fine.

My TV has started pixelating since last week. So far broadband and telephone seem fine.

I have followed the instructions to switch everything off, take cables out and refit them. They are tight.

This is happening on both boxes and TVs, so it cannot be the box or the TV.

Telephone line support don't seem to answers.

Can anyone help please?

Thanks

 

 

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newapollo
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Re: My TV is pixelating since last week. So far broadband and telephone seem fine.

Hi kars,

Sorry to see you are having major problems with your V6 box. 

If it's happening on both boxes then it sounds like a signal issue. 

Have you tried signing into Service status at the top of this page? It shows any local faults and you can also run a test against the V6 box. By doing this VM should be able to try and connect to your box and determine what  the problem is. Sometimes this results in them sending out a replacement and/or engineer.

If that doesn't work then you need to contact the Faults team on 150 from a Virgin landline, or 0345 454 1111, options 1,1 and 2 (Faultsbut best to call at 8am to avoid call queues 

When calling Faults hopefully the system will recognise that you've used the online faults checker and place you into a queue for an agent to pick up.

If not and you get the automated response asking you to press 1 for the link to online support, ignore 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.

You could also try the text messaging service. Just send  a text with a description of TV Faults to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible. It may take a few days. 

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


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John_GS
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Re: My TV is pixelating since last week. So far broadband and telephone seem fine.

Hi kars

 

Thanks for posting and welcome to the community. 

 

My apologies for the TV fault and the delayed reply. I have checked the system and there was an area issue that got resolved on the 21st. I do hope the TV issue has been fixed for you since. 

 

I have done a full system check and you do need a technician however, This is because more than half of your downstream power levels are out of spec.

 

I'll PM you the date and time booked in for now.

 

Kind regards,

John_GS
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John_GS
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Re: My TV is pixelating since last week. So far broadband and telephone seem fine.

Hi @kars

 

PM has been sent with the details.

 

I hope the slot I booked in is a good one for you however, you can always track and amend here

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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