Problem with picture breakup on live tv

[dpritt]

On certain live tv channels we are suffering picture break up, this is intermittent but enough to push us to stop using the Virgin system and go back to Freeview where possible.

Rebooted the box, checked the cable between the splitter and the V6 box, still annoying.

The web system tells me there are no problems in the area, tried to run the test on the V6 box but it did not run.

Is it possible to do a check on the signals strength / talk /SNR to see if several of the channels are below the required levels, this would explain why only some channels are impacted.

Otherwise do I need to book an engineer?

Area 20: PO8 0PJ

Regards 

David

[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.

Digital TV platforms (including VM) carry channels in small clusters, known as multiplexes. A signal fault affecting one multiplex will affect all channels carried on that frequency, but other muxes will be unaffected. The allocation of channels across multiplexes does not follow EPG positions, and is (to the end user) random.

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.

[Molly_T]

Hi Dpritt 👋 Welcome to the community! Thanks for posting. 

Sorry to hear about these issues with your TV service. We'd like to help investigate and get things sorted. We will just need to send you a PM to confirm a few account details so we can take a closer look at the connection, run some troubleshooting if needed, and offer further help. 

I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞