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Mister_TC
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Picture Pixelation, Flickering & Screen Tearing

Hi Community,

Virgin are not in my good books at the moment. Less than a week after getting an engineer to fix my broadband and thinking "they're not so bad after all" (forgetting the awful customer service prior to getting the brilliant engineer out like a mother forgetting how painful childbirth was), my TV is now on the blink.

Today the picture started tearing, freezing, pixelating and generally being awful. There are no Status Updates/outages, I've secured all connections, reset my box and tried all forms of troubleshooting. On the app, the 'Test Your Kit' test identified a problem with an exclamation mark in a yellow circle, but didn't tell me what it was or what to do about it.

It's presumably some sort of signal issue. It's impacting all channels, but some much worse than others. HD is worse than SD and Dave is completely unwatchable, sometimes throwing up a message that the channel is unauthorised.

I can't bear picking up the phone again, so I've messaged via the app, but they've been less than helpful in the past until I requested they put me in contact with a specialist team.

Anybody here experience anything similar and know a fix, or is it a case of waiting for Virgin to do something/send yet another engineer?

Thanks!

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japitts
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Re: Picture Pixelation, Flickering & Screen Tearing


@Mister_TC wrote:

Today the picture started tearing, freezing, pixelating and generally being awful. There are no Status Updates/outages, I've secured all connections, reset my box and tried all forms of troubleshooting. On the app, the 'Test Your Kit' test identified a problem with an exclamation mark in a yellow circle, but didn't tell me what it was or what to do about it.

It's presumably some sort of signal issue. It's impacting all channels, but some much worse than others. HD is worse than SD and Dave is completely unwatchable, sometimes throwing up a message that the channel is unauthorised.


Pixellation is often the result of signal issues. Restart your box once, check on 0800 5610061 for local faults (the app and website are geared more towards major failures that affect thousands of customers).

Dave HD is carried on the same broadcast frequency, and so a signal fault should affect all of... Eden HD, Sky Crime HD, W HD, Bloomberg HD, Love Nature HD (just a slate now) and Racing TV.

If you have problems with any of these, it's further weight to a signals issue.

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Mister_TC
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Re: Picture Pixelation, Flickering & Screen Tearing

Thanks for the reply.

It appears there is a local fault which has also been confirmed by other residents in the area.

I know these things happen and Virgin claim they're trying to fix it, but it's actually getting worse. Live TV is now completely unwatchable on all channels and the broadband is constantly dropping out. When it's up, I'm getting "Can't find IP address" errors and speeds of less than 1mbps. On top of my recent broadband woes, I don't feel like I'm getting anything near what I'm paying for.

It's not a total outage I guess (although it might as well be), so what can I do about it? I'm guessing Virgin won't do anything in terms of compensation or goodwill. I've really had enough of them. Their service has gone from bad to worse.

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japitts
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Re: Picture Pixelation, Flickering & Screen Tearing


@Mister_TC wrote:

Thanks for the reply.

It appears there is a local fault which has also been confirmed by other residents in the area.


At the risk of sounding rude (which isn't the intention) what makes you say "it appears there is a local fault" as opposed to "Virgin have confirmed there is a local fault"? Is the fault listed on the status line - 0800 5610061. If it's not listed on there, I'd go with the assumption that Virgin don't know about it. Regardless of how many local users have issues - if they've not been reported, that's largely irrelevant.


@Mister_TC wrote:

I know these things happen and Virgin claim they're trying to fix it, but it's actually getting worse. Live TV is now completely unwatchable on all channels and the broadband is constantly dropping out. When it's up, I'm getting "Can't find IP address" errors and speeds of less than 1mbps. On top of my recent broadband woes, I don't feel like I'm getting anything near what I'm paying for.


These sound like different issues to me - have you posted in the broadband board to get that checked over? 😉 Edit: Yes, I can see you have.


@Mister_TC wrote:

It's not a total outage I guess (although it might as well be), so what can I do about it? I'm guessing Virgin won't do anything in terms of compensation or goodwill. I've really had enough of them. Their service has gone from bad to worse.


https://www.virginmedia.com/help/automatic-compensation 

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Mister_TC
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Re: Picture Pixelation, Flickering & Screen Tearing

Sorry, just poor phrasing on my part. There is definitely a local fault, as confirmed by both neighbours and the helpline you kindly provided. Unfortunately there is no timeframe in terms of resolution, only a statement saying that it's complex and taking some time to resolve.

I had an engineer out recently to fix my broadband and that fix meant my WiFi was good for all of 3 days before this outage. The broadband quality monitor I set up before the engineer appointment was booked shows that it was out for a few hours this afternoon and has generally been of terrible quality for at least the last 48 hours.

Unfortunately, it doesn't look like I'm eligible for any compensation, which is a joke given that I'm paying for services I'm not getting. There's not even any reference to the TV service there. I know, I know, it's hardly an essential, but it is 50% of what I'm paying Virgin to provide. The other 50% isn't working as it should.

I'd really just like to know how long it's going to take to resolve. Day 3 with no TV and I found myself watching my washing machine today.

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japitts
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Re: Picture Pixelation, Flickering & Screen Tearing


@Mister_TC wrote:

Unfortunately, it doesn't look like I'm eligible for any compensation, which is a joke given that I'm paying for services I'm not getting. There's not even any reference to the TV service there. I know, I know, it's hardly an essential, but it is 50% of what I'm paying Virgin to provide. The other 50% isn't working as it should.


I appreciate it's cold comfort at the moment, but a loss-of-service credit that VM shouldn't have an issue with, is different from the (Ofcom-instigated) industry-wide, automatic compensation.

Broadband & phone services are deemed worthy of automatic credits under the Ofcom scheme, but VM shouldn't have an issue with crediting you back for loss-of-service. They will likely base it on complete days after your fault was reported, at least as a starting point.

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