Virgin Media Community

[ryansm]

Can I jump in please? I’m having what seems like the same issue - jumpy, pixelated pictures intermittently. It used to be on just certain channels, Sky Cricket being the main culprit, but now it’s more widespread - on both live and recorded programmes (tonight a recorded Pointless and The Blacklist). No such issues with streamed programmes, so not an issue with the HDMI cable and all connections seem tight.. 

Is there anything else simple it could be?

[japitts · Accepted solution]

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@ryansm wrote:

Can I jump in please?

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You can start your own thread, yes... always better to do that than add to someone else's thread.

Pixellation on live TV is often a signal fault, I'll copy below the advice I posted in the thread you tacked onto. Sky Cricket SD is on the same TX as ITV4+1-SD so would be a good test.. If it's Sky Cricket HD, then check TLC-HD or Sky Comedy HD. If those are affected, that's strong evidence of a signal fault.

If your live TV is OK, but recorded and paused/delayed TV is problematic, that suggests a hard drive problem.

If live TV is affected, so will any recordings from the channels affected. So the standard advice I give to anyone with "my picture is pixellated" queries...

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.

[ryansm]

Thanks, I’ve tried all the suggestions and none of them seem to have worked. I’ve experimented a little and channels work in SD but not HD, maybe something to do with HD needing a stronger signal?

I can’t ring them tomorrow so I’ll wait until Saturday.

[John_GS]

Hi ryansm,

Thanks for posting and apologies for the pixelation issue on the TV.

Upon doing a system check, I can see you've contacted the team and we've got a tech visit booked for you.

This can be tracked, amended or cancelled if needed here - virg.in/myVM 

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
Kind regards,