Virgin Media Community

[Silverfox0303]

Hi. I have 2 VM boxes.

A newer small square box and an older larger box. Both were supplied by VM at the same time, probably 4 years ago.

I now have a constant problem with the older,larger box.

Pixilated tv picture and jittery image.

I have rebooted the box, disconnected all cables, removed power for 30 minutes and nothing gets it back to normal after an hour or so.

Smaller box works fine so I don't think it's an into the house connection problem.

Any ideas or, if Virginmedia monitor, how do I get resolved.

I have tried calling but on hold for so long each time without success.

[newapollo]

Hi @Silverfox0303 

Have you tried swapping the boxes around?

This should determine if it's a box fault or a signal issue.

Also try a different HDMI cable.

[Silverfox0303]

Hi.

Thanks for the reply.

Yes, boxes swapped and same thing happens with the larger box.

HDMI cables different so it can't be those either.

[japitts]

There's pictures of the different boxes here if you want to check.

Pixellation on live TV is usually a signal issue, if a single reboot doesn't resolve then it's a fault which VM need to rectify. If you've swapped the boxes around and the fault followed the box - there's your answer.

You now need to report the fault to VM, who should arrange the required tech visit. You can either do this by calling in (150 from a VM phone, 0345 4541111 from any other phone) or waiting here for VM staff to respond - this may take a few days.

If you choose the latter option, then it would certainly be helpful to confirm which boxes you have and which one looks faulty.

[Hayley_S]

Hello @Silverfox0303,

Welcome back, thanks for posting.

I am sorry for the issue with your TV services.

How is it for you today?

Many thanks,

[Silverfox0303]

Still same issues come back even after all resets and changing HDMI cables.

Works for a bit then back to problems.

[Vikki_M · Accepted solution]

Thank you @Silverfox0303

I am going to send you a private message so we can arrange an engineer for you.

Pease look out for the purple envelope in the top right of the page and pop me a reply when you can.