Pixelation ITV and C4/E4 HD

[traveller198]

Every day now we see severe pixelation on all the 4 HD channels and ITV channels on both our V6 boxes.

This is becoming a serious issue with viewing.

Any troubleshooting steps we can take beyond rebooting the box?

[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.

ITV-HD is on the same broadcast mux as C4-SD, C4-HD, C4+1 & ITV+1 so a signal fault on one, will affect them all.

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.

[Ashleigh_C]

Hi there @traveller198 

Thank you so much for your post and welcome to our community forums! We're so happy to have you here! 

I am so sorry to see this is happening with your boxes! Can I ask if this only occurs on these two channels? Do you have any issues with on demand or recordings at all? Also are both boxes connected via WiFi or is one via Ethernet? 

Thank you.