TV pixelating

[CUU]

Since VM ceased 2G and switched to 5G, my TV has started pixelating.

Tried: Several Cable checks and rebooting. No improvement.

[japitts]

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@CUU wrote:

my TV has started pixelating.

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Assuming this is on live TV... this is 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.

[Carley_S]

Hi @CUU 

Welcome back to the community forums

Sorry to hear that you're having issues with your set top box pixelating at this time. 

I have checked the systems at my side and cannot see an area issues that might be affecting your service currently. When you mention 2G and 5G, are you referring to your WiFi bands? I recommend both bands are enabled to get the benefit from both bands and their channels. 

Please can you try a 60 second pin hole reset on the router. This will revert any customisations back to factory settings and full update the router with firmware/software updates. Please do not reboot the router whilst it is completing the pin hole request. 

Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :).