V6 & Tivo pixelation

[caroleben]

I have a V6 and Tivo boxes.  My TVs are unwatchable using these boxes and have been for over a week now, an engineer came last week after my internet also went down and the pixelation seemed to be resolved after a new router was installed but the next day it was worse than ever.   My neighbour has exactly the same problem so its not just me.  

[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 - live TV doesn't use the internet, so either you have multiple faults, or changing the router was just coincidental.

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.

[caroleben · Accepted solution]

Thank you for your reply, will follow your advice and give them a call when I’ve got an hour or two, I hate calling them!

[David_Bn]

Thanks for reaching out to us @caroleben, and welcome back to our Community Forums!

We're sorry to hear of the issues you've been experiencing with our TV services.

I understand that an engineer has been booked for you, and we welcome any updates you're able to offer us once the visit has been completed.

Thanks,

David_Bn

[caroleben]

Engineer couldn’t fix it, says the problem is outside so is reporting it, hoping they can get to it Mon/Tues next week.