Pixelated channels

[debperkins25]

Hi

I am having issues oin some channel with the picture breaking up and pixelating. I have tried all the reset options but this has not resolved it.

Help please

[japitts]

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.

[David_Bn]

Good Afternoon @debperkins25, thanks for your post on our Community Forums, and a very warm welcome to you!

Sorry to hear of the pixilation issues on the set top box, can you please provide us with an update on this matter?

Sadly I've been unable to locate your account, so looking into the local area and/or running a flow on your equipment hasn't been possible.

Do we currently have any local faults itemised?

Kindest regards,

David_Bn 

[debperkins25]

Hi David

I have had no updates on this problem and I'm hoping Virgin will book an engineer to come out and sort the problem. i have tried to call but the wait is too long to talk to someone. I couldn't see any other way of requesting an engineer other than through this portal. 

I think it is to do with all the wires outside my house that are not boxed in properly?

There are no local faults 

[Natalie_L]

Thank you for your reply and for checking the service page debperkins25. 

With this being the case, I would be happy to take a look at the service from our side and run some further checks. 

To do this, I will just need to take a few details via a private message which I will pop over to the purple envelope on the top right of this page now. 

Thanks,