Virgin Media Community

[Hera_314]

For the past 3 months, the quality of my picture when watching live TV as be extremely poor. I am constantly getting fuzzy pictures and distorted sound making it impossible for me to watch any live TV. My TV v6 box constantly disconnects from the internet also making it impossible at to watch streaming services such as Netflix, Prime, or iPlayer. I have reported this issue on multiple occasion since January 2022, all I keep earring is that your engineer is working in the area on fixing in the area, I am given a date as to when the issue should be fixed yet the date come and go and the issue is not fixed and the completion time for the job keeps being pushed further in time. I feel frustrated by this ongoing issue which my Virgin Media service, as I paying for a service that I cannot fully enjoy. 

[japitts]

Firstly it's better to start your own thread, than add on to someone else's, especially when your issues have nothing to do with theirs - I appreciate your frustration, but I've moved your post for you..

You say you've had TV problems for 3 months, but it's your first time posting here so we will start from scratch to best help.

Your picture shows pixellation on live TV channels which is often a signal fault. If you've rebooted your box once, then there's likely a fault somewhere which VM will need to rectify. Check on 0800 5610061 whether there's any existing area problems, but if nothing's reported then VM will need to pick that up. You can either call in to report that, or wait on here where VM staff should respond after a few days.

The issues with streaming are completely different - your V6 gets its internet connection via your homehub, and this connection can be Ethernet cabled or wireless. How is yours connected? If it's wireless, then please follow (on your V6) Home > Help & Settings > Settings > Network, and look in the top-right for the signal strength. What is it?

[Roger_Gooner]

If there's an area fault a forum team member should be able to give you a fault reference. Nothing can be done until the fault is cleared but some people report having got a partial refund for long-standing problems.

[Martin_N]

Hi Hera_314,

Thank you for your post. I'm very sorry to hear about the issues you're having. 

I have taken a look on our system and it looks as though there was an area issue which has been resolved. 

Can you please confirm if you are continuing to have any issues? 

^Martin

[Hera_314]

Unfortunately the problem is not resolved and still experiencing issues with my signal this has been going on for a number of days and where I am paying for a service which I don’t get. 
How can I compensation for the following ongoing issues with my Virgin Media service

[Hayley_S]

Hello @Hera_314,

I am sorry to see this.

I can see that the area issue is resolved, can you see an open work order for a tech visit? 

Also here is a link to our auto compensation scheme, to see when we would compensate our customers. 

Many thanks,