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Recordings pixelated and glitch throughout

Any recorded programmes are impossible to watch due to pixelation and intermittent sound.  Cables checked. Box rebooted but still no better.

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Re: Recordings pixelated and glitch throughout

Does this affect live TV viewing at all? How about when you pause and/or rewind live TV?

And are new recordings affected?

All 3 are symptomatic of a fault, but potentially different faults...

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Re: Recordings pixelated and glitch throughout

Hi

Normal TV is fine, but any recent recordings are affected. Seems to be programmes recorded when I’m not home? Wondered whether VM reduce people’s internet strength when they think you’re not using it? And getting through on the phone is really difficult.

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Re: Recordings pixelated and glitch throughout

Your live TV doesn't come over the internet, recordings you make are put onto your box's hard drive and played directly from there - so no, your internet isn't even involved.

What happens if you're watching live TV (which you've said is fine) but then pause or rewind it? I suspect that'd be affected too? If so, it's indicative of problems with your box's hard drive - that will only get progressively worse and (eventually) die completely.

You have a few options for reporting faults..

1: Use the text messaging service, 07533 051809 - this may take a few days

2: Wait on here for VM staff to respond, currently this takes around a week.

3: Be patient & persistent with calling 150. It probably is the quickest way, but Virgin undoubtedly have issues with call queues at the moment.

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Re: Recordings pixelated and glitch throughout

Hi Tanbabes1, 

Thanks for your post and welcome to our community. 

Very sorry you've been having some issues with the TV service lately, this isn't good. 

I'd also like to apologise for the delay in getting back in touch, we have been busier than usual. 

I've tried to have a look at the back end of your account from here but I'm afraid I've been unable to locate your account. 

Are you still having issues at the moment? 

Do our help pages here help resolve this issue? 

If not then let us know and we can help further from here. 

Emma_C - Forum Team
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Message 6 of 9
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Re: Recordings pixelated and glitch throughout

Hi

Yes I am still having issues and when I run a check, it always says there is a fault with my box.

Can you help resolve this please? 

many thanks 

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Message 7 of 9
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Re: Recordings pixelated and glitch throughout

No worries, please reply to the message I'm sending now and I can take a better look at things. 

Emma_C - Forum Team
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Re: Recordings pixelated and glitch throughout

Thanks for the details you sent. 

I'm trying to run some checks just now, can you confirm if the box is on or off? 

If it's off can you make sure it's switched on for me and not in standby? 
 

Emma_C - Forum Team
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Re: Recordings pixelated and glitch throughout

There are a few errors showing with the box so I've booked you the next available engineer slot.

You'll be able to find the details of this via your online account. 

You'll also need to ensure somebody over the age of 18 is in the property at the time. If the slot doesn't suit you then this can also be changed online. 

Keep us posted with how the visit goes. 

Emma_C - Forum Team
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