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Message 21 of 33
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Re: Virgin's 4K UHD is a wash out and here we go again!

Hi JimboX,

 

Thanks for responding on our Community.

 

Thanks for the responses jpeg & paul0363.

 

Are you available to do further troubleshooting?

 

As we need to dig more details about   your TV box issue.

Yes our engineer was able to fixed it last January but this time it might be different fault.

 

We can do this via online chat. Our technical experts will be more than happy to help you.

 

Let us know how it goes.

 

Thanks

Ellen_C

 

 

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Message 22 of 33
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Re: Virgin's 4K UHD is a wash out and here we go again!

Hi Ellen_C,

Had quite a long chat on line with Abram but he couldn't pinpoint the trouble so he arranged an engineer visit who came on 27th March. I believe he reseated all cables inside and outside the house but no improvement there. Told me he would pass to Network Team and I presume this has been done. They would check street cabinets for my area to try to find the problem or possibly recommend a new V6 box for replacement. Since then I have now noticed that I have the same problems on ordinary SD and HD signals as well as 4K UHD.

So in a nutshell: It's got worse not better!

I don't know if anything else has been checked or not but I've certainly not had any information one way or the other.

If VM do change the V6 box and it still doesn't improve there's only one way I'm heading.

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Message 23 of 33
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Re: Virgin's 4K UHD is a wash out and here we go again!

Hi Ellen_C,

Re my reply to you of four weeks ago. I've heard nothing since then and the problem persists. Do you think VM are avoiding me? I've still had no information about the results of the Network Referral from the engineer's visit on 23/3/19 so I've been left completely in the dark and with an even worse service than I had originally. How can I escalate this?

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Message 24 of 33
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Re: Virgin's 4K UHD is a wash out and here we go again!

Go into System info > Diagnostics and check the signal strength and SNR of the tuners. My signal strength ranges from 89%-100%, SNR is at least 35 dB.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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Message 25 of 33
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Re: Virgin's 4K UHD is a wash out and here we go again!

Yes. Here we go again! After all the problems earlier this year I gave up watching 4K UHD even after the engineer's visit and supposed checks and improvements in March this year but now the rugby's back on BT I've tried watching again on BT Ultimate and it's as bad as ever. I never heard back from VM regarding the street cabinets' output so don't know if there is a problem there. Am I the only person getting this trouble? Let me know folks!

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Message 26 of 33
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Re: Virgin's 4K UHD is a wash out and here we go again!

Hello JimboX

It might be best to get an engineer booked out again as this was last investigated in March 

Let me know if you wish to arrange an engineer 

Gareth_L

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Message 27 of 33
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Re: Virgin's 4K UHD is a wash out and here we go again!

Hi Gareth_L

Yes please.

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Message 28 of 33
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Re: Virgin's 4K UHD is a wash out and here we go again!

Hi JimboX

Can you please check the Purple envelope top right of your screen

Gareth_L

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Message 29 of 33
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Re: Virgin's 4K UHD is a wash out and here we go again!

Hi @JimboX,

It looks like you posted your response to Gareth publicly, so I've removed it to avoid your personal info falling into the wrong hands.

Please can you respond to the private message by clicking 'reply' to the bottom right when you have the message open.

Thanks,


Michael_JK
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The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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Message 30 of 33
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Re: Virgin's 4K UHD is a wash out and here we go again!

Thanks Michael - my mistake.

JimboX

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