internet and tv pixilation

[bubskelly]

Hi live in NE10 postcode, having nothing but trouble with internet for weeks now and over last couple of weeks tv is pixilating and sound going off. The average ping should be around 30 per second  but its reaching up to 5000 regularly it has slow download and upload speed, I am tearing my hair out, my kids are losing it big style as cannot play on their games on their computers, and I am paying over £100 every month for what?, terrible service, speaking to someone is a joke, they never understand and I just seem to get fobbed off which is not good enough, come on Virgin get this sorted

[japitts]

@bubskelly 

I've moved your post to one of the TV boards because you've not explained what your internet issues actually are, and the pixellation problem is a straightforward one to answer.

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.

[bubskelly]

Hi, following your advice yesterday, regrettably, the issues of pixilation have returned. I have rechecked the connections, swapped the HDMI sockets around and it makes no difference. Any suggestions please? Regards.

[japitts]

Have you followed the advice in paragraphs 3 & 4 of my previous post?

[Paulina_Z]

Hi @bubskelly,

Welcome to our Community Forums! Thank you for your post and I'm sorry to hear that you're having ongoing TV picture issues!

Thank you to @japitts for giving you some excellent advice on this issue! 

You can always take a look on our TV Faults page for more information about this to see if you can resolve this issue remotely.

I was able to locate your account and I can see that there are currently no issues showing on the system. You are not impacted by an area issue that could be responsible for this problem.

Please monitor your connection and let us know how your TV picture is. Does this happen on all Live TV channels, or just some?

Keep us updated if you can.

Thanks,

[bubskelly]

Hi, we are still having major issues with pixilation, making most of our channels unwatchable. We have swapped HMDI sockets, as advised, which seemed to work for a few hours. The following day when we switched the TV on we found the pixilation had returned and matters are worse now. I'll try and attach an image i took of what some of our channels look like. There appears to be no pattern of channels affected, most channels have some form of pixilation to them, some worse than others.What we are currently watching.

[Alex_RM]

Thanks for getting back to us bubskelly,

I've been through some additional diagnostics and it looks like a box swap is needed, before I can do this I'll need a few more details from you.

I've sent you a private message for this (purple envelope, top right hand corner)

Alex_Rm