TV Picture Pixelated HD Channels Virgin TV V6 Box

[seangray852]

In the past month, I have been getting issues with my HD channels, with the issues being more and more disruptive to the point now where the picture is constantly pixelated.

I have called the helpline multiple, tried everything they have suggested:-

Multiple resets
Removing and reattaching of all cables (COAX and HDMI)
Splitter refit
New HDMI
Video Format Settings

None of this has solved the issue. Everything else works fine, the other channels, on-demand, Broadband. Just the HD Channels (Especially SkyShowcase and BBC1, which are are usual channels we watch)

How do I go about getting an engineer out to look at it? I beleive the stage of resetting the boxes and re-seating the cables is past now.

Thank you for any help

[newapollo]

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@seangray852 wrote:

Just the HD Channels (Especially SkyShowcase and BBC1, which are are usual channels we watch)

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Hi @seangray852 

Is that BBC1 Scotland HD?

The following channels are all on the same mux as Sky Showcase HD, and if they are also showing the same problem then it's a signal issue and will require a tech visit.

[japitts]

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.

You mention having called in and been offered multiple resets. Have you pointed out that these have already been attempted and have failed to resolved? Alternatively you can wait on here for staff to respond, which may take a day or so.

[Steven_L]

Hey @seangray852,

Welcome to the community and thanks for taking the time to post your issue on the forums.

I'm sorry to hear of the issues that you're having with your TV picture at the moment, I have looked into this and can see that, I would need to send an engineer out to get this resolved.

I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment.
Please look out for the private message and we can get started.
Regards,
Steven_L

[Steven_L · Accepted solution]

Thanks for confirming your details via private message @seangray852. 
I have arranged for the appointment, and you can track your engineer appointments online. Simply sign into My Virgin Media and you’ll see your appointments on your account dashboard. However, this can take up to 24 hours to be updated. 

Regards,

Steven_L
 

[seangray852]

Thank you so much

Kind Regards

Seam