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Quest HD Pixelating

Tardis446
Tuning in

Anyone having problems with Quest HD pixelating. Happening on both V6 and TIVO boxes. When I run tests it finds problems but on numerous occasions, it reports that they can’t currently fix the issue due to problems at their end and to try again in 30 mins. This reports the same problem. Any ideas??

1 ACCEPTED SOLUTION

Accepted Solutions

newapollo
Very Insightful Person
Very Insightful Person

Hi Tardis446 

Have you checked that your cabling (especially the white coaxial) is snug and tight with no kinks?  Try reseating the cabling.

Aside from the online tests you've performed have you tried the automated Service Status number  0800 561 0061?  This often gives details of more local issues down to postcode level.

VM channels are carried on groups/muxes, the following screenshot shows which other channels are grouped with Quest HD.  Are they also affected on your boxes?

Clipboard01.jpg

 

Dave
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5 REPLIES 5

newapollo
Very Insightful Person
Very Insightful Person

Hi Tardis446 

Have you checked that your cabling (especially the white coaxial) is snug and tight with no kinks?  Try reseating the cabling.

Aside from the online tests you've performed have you tried the automated Service Status number  0800 561 0061?  This often gives details of more local issues down to postcode level.

VM channels are carried on groups/muxes, the following screenshot shows which other channels are grouped with Quest HD.  Are they also affected on your boxes?

Clipboard01.jpg

 

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks
The do's and don'ts.
Keep the community welcoming for all. Please read the FAQ's
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

japitts
Very Insightful Person
Very Insightful Person

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.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Steven_L
Forum Team
Forum Team

Hey Tardis446,

Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your TV service at the moment. 

Is Quest HD the only channel that you're having issues with? Have you checked the cabling as newapollo advised to make sure that its in tight with no kinks?

Kind Regards,

Steven_L

Thanks for that Dave, I’m not getting the pixelation on the other channels on this Mux and my cables seem OK. Maybe the cable round the property exterior as it happens on all three boxes (Two TIVO and One V6).

Thanks for the update Tardis446, I will send you a Private Message to get some more details from you to assist. Check the envelope in the top right of the forum when signed in for the message.