tv picture distorted on all channels

[lynette1]

My tv picture is constantly breaking up and am also having sound issues. This is happening more and more frequently.

[japitts]

Is this happening on live TV? OnDemand/streaming? Recorded programmes?

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.

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.

[lynette1]

I have reported this issue on-line through my account almost daily and I keep getting the message that there is an intermittent signal from my box and to wait 24hours for them to fix the fault. This does not happen

[g0akc]

As asked by japitts, does this affect live TV, on demand, Catchup, recordings - or all of them?

Do you also have broadband (internet) from VM?  If so, is that okay?

[lynette1]

This is affecting all channels. I have broadband from VM. This is also slow and intermittent

[japitts · Accepted solution]

Appreciate all live TV channels are affected, but can you confirm whether OnDemand and/or streaming are also affected?

Live TV breakup is often a signal issue, but if VoD is affected, an HDMI problem could be the cause and you may have multiple faults.

[lynette1]

On demand and streaming seem ok

[Kain_W]

Hi lynette1,

Thanks for your post and welcome back to the community.

Sorry to hear that you're experiencing issues with your channels, just from taking a look into our service there doesn't seem to be any area faults at all.

So we can investigate this matter please expect a PM from myself.

The message will appear within the envelope icon.

Regards,