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ntruby
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Pixellation service

Suddenly, my picture on multiple channels (BBC 1, 2, C4) are sporadically pixellated.

I've rebooted the box but it hasn't fixed the issue.

Is it just something that will clear with time?   There are no reported problems in my area.

Thanks

V

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japitts
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Re: Pixellation service

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. Are these channels the SD ones or HD? It won't make any difference to the end advice, but may help pinpoint the issue.

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.

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Kath_F
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Re: Pixellation service

Hi ntruby, 

Thanks for your post and apologies to hear that you are having some issues with pixellation when watching some channels. 

I have taken a look at your box and can see your TiVo box is showing a very low input level. We will need an engineer out to resolve this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 
I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.


Thanks,

Kath_F
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ntruby
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Re: Pixellation service, fixed

Thank you both.   A neighbour had called out an engineer and my issue has been fixed too.

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Kath_F
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Re: Pixellation service, fixed

Hi ntruby, 

Thanks for coming back to advise that the issue is resolved. 

As the input level for you box is too low, it could end up creating further issues going forward. To avoid this I would still like to book an engineer for you to resolve this before it ends up being another issue for you. If you're happy to leave it for now then that is OK too. 

If you do decide to have the engineer then just reply to my private message with the information requested 🙂 

Thanks,

Kath_F
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ntruby
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Re: Pixellation service, fixed

OK Kath I have messaged you with the details - thanks

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Kath_F
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Re: Pixellation service, fixed

Thanks for your details ntruby 🙂

I have booked you in for the next available appointment. We cannot confirm the appointment time slot publicly, so to view this please sign in to My Virgin Media here: My VM


If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. 


Lets us know how the appointment goes. 


Take care.

Kath_F
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ntruby
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Re: Pixellation service

An engineer came and went, but the Pixellation issue persists (obviously it was fine while he was here, so not his fault).

He did say that my router is very old (v3?) and I should request a new one, though he doubted this was the problem, which he couldn't find anyway. 

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japitts
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Re: Pixellation service

Folks in the WiFi forum  who're more qualified than me, may have their own take but... I use a SH3 and there's nothing wrong with that.

It certainly won't be the cause of your TV picture having problems, apart from anything else the live TV doesn't use the internet.

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