V6 Box Pixelation

[sladep]

Getting pixelation on my v6 box when watching both live TV and recordings. I had this issue as far back as 2022 when I posted in the forums. Any ideas on how to troubleshoot this?

[roy247]

Did you report the problem previously and get an engineer out to check your signal levels.

If the pixelation is only happening on the same channels for live TV and recordings then it might just be a signal problem, if you say which channels that might narrow it down because they might be on the same mux.

It could also be a box problem a hard drive problem shouldn't affect live TV but could be the problem with recordings. If you pause some live TV on a channel that isn't pixelating when you unpause does it play back OK.

[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". Alternatively you can wait on here for staff to respond, which may take a day or so.

[sladep]

Thanks royo247. The issue in 2018 was a signal issue and cable from street replaced. Could be same issue again, will report to VM to ask them test.

[sladep]

Thanks japitts. Will take a closer look at the symptons to see if they can be narrowed down. Will also call VM to test.

[Zach_R]

Hi @sladep,

Thank you for your posts and welcome back to our community forums. We're here to help.

I'm sorry to hear of your recent TV service issues. I've checked over things on our systems and I'm unable to detect any faults currently that would explain this. Is this problem ongoing for you today? If so, can you clarify any troubleshooting you've performed thus far?

Thanks,
 

[sladep]

Hi @Zach_R thanks for your reply.

The issue occurs on live TV pause and also recorded playback plus live TV. I've rebooted modem and VM TV box but nothing further than that.

Paul.

[Akua_A]

Sorry to hear the pixelation issue is ongoing @sladep 

To best look into this, I am sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. I'll be in touch soon.

Thanks,