Tv signal is pixilated

[DOUGLASP]

My TV signal is pixilated on many if not most hd channels. Any suggestions on what I do now?

Calling virgin hasn’t helped we get the run around. Have checked all the connections and reset the box but still just as bad. 

[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.

150 from a VM phone, 0345 4541111 from any other phone - choose the options for "I have a fault with my TV service" - what exactly did the agent say when you spoke to them? Alternatively you can wait on here for staff to respond, which may take a day or so.

[DOUGLASP]

Thanks for the reply, we were asked to reset, check cables etc. they remote checked too but no solution or suggestions as to what to do next, just left stuck. 

[japitts · Accepted solution]

In that case, hopefully my previous advice stands..

If the agent tries to "resolve" the fault by restarting your box (or telling you to), then be quite clear that it doesn't resolve the problem. If they don't offer the correct outcome (which is almost certainly a tech visit) then perhaps gently remind them that you're paying for a fault-free service and VM aren't holding their side of the bargain by dealing with reported faults.

Hopefully, gentle persuasion should get the desired outcome - if not, post back here and we do have some alternate means of expediting the response from the forum team. But that won't be as quick as calling in, if just calling back and speaking to someone else, does the trick.

it shouldn't be this way, but sometimes is.

[Beth_G]

Hi DOUGLASP,

Thank you for your post, welcome to the Community Forums 🙂

I'm sorry to hear you've been having issues with the picture on your TV boxes. I've been able to take a look at things this end and everything appears to be functioning normally. 

How are things you end? If you are still experiencing issues please let us know so we can schedule in an engineer visit for you.

Thanks

[DOUGLASP]

Hi, thank you for your reply. We are still seeing issues, resetting the box helps for a few hours sometimes but yes it is still making watching many HD channels impossible due to the picture quality. 

[Kath_F]

Hi DOUGLASP, 

Thanks for coming back to us on this one. We're sorry to hear that things haven't improved and would like to arrange an engineer visit for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 
 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,
 

[Kath_F]

Hi DOUGLASP, 

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available appointment after the date you requested in your message. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault 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 that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.