Picture breaks up on certain channels

[robbiedynan]

Hi,

The picture keeps breaking up on certain channels. The ones I've noticed so far are ITV4, ITVBe, BT sport 3, Eurosport and Sky sports mix. These channels are unwatchable. The sound is OK on some of them but the picture breaks up constantly.

Tried rebooting the V6 box and the hub but no improvement.

Any recommendations?

Thank

[japitts · Accepted solution]

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.

Apart from BT Sport which is HD only, you've not mentioned it the other channels are HD or SD. It won't alter the end advice, but may help confirm diagnosis.

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.

[Zak_M]

Good morning @robbiedynan 

Welcome to the forums and thank you for taking the time to post. 

I am sorry to hear that you have had some issues with your TV picture. 

Are you able to let me know how things are looking since your post? 

Kind regards,

Zak_M

[robbiedynan]

Hi,

Picture still breaks up on various channels unfortunately. Any ideas what I need to do? 

[Paulina_Z]

Hi @robbiedynan,

Thank you for coming back to us about this issue! I'm really sorry to hear that this is still ongoing.

Would you be able to tell me if you reset your cables that are coming into the TV box and into the TV?

Have you tried an alternate HDMI cable? Has that resolved this issue?

Have you taken a look at our TV faults page to see if this has helped point you in the right direction? 

Please let us know how you get on.

Thanks!

[robbiedynan]

Hi,

I've tried unplugging the cables and have used a replacement hdmi cable with no improvement. The link you've sent suggests doing everything I've already tried. Quite annoying as it's been going a wee while now 

[Jodi_S]

Thanks for coming back to us robbiedynan,

As this is an ongoing issues, I have located your account details with the information your have provided for your community profile and I can see there is a power level issue which we will need to book an engineer for. This is most likely why you are experiencing the pixelating on certain channels.

I will need to pop you over a private message so I can take some more details and get this appointment booked for you.

Please click on the purple envelope to accept the chat.

Kind regards Jodi

[Jodi_S]

Hi robbiedynan,

Just a quick note to say the technician has been booked for you. I have sent you a private message with the date and time. If you wish to re-schedule or cancel this your can do so here.

Kind regards Jodi.