Virgin Media Community

[4256stephen]

Hi i have recently been having problems with alot of HD channels being distorted, completely unwatchable! Also sound problems, sound drops for a second, but can be very frequent also making virgin tv unwatchable! I have tried sound on a few other sources and they are fine. Does anybody have any ideas? I have also checked all cables are connected properly and changed to a "better" hdmi cable.

[MOD EDIT: Subject title changed for clarity]

[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.

[Kath_F]

Hi 4256stephen, 

Thanks for your post and apologies to hear that you are having an issue with your picture being distorted. 

Checking the systems, I can see some of the signal levels are not quite where they need to be. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. I just need to confirm the address to ensure we are booking the visit on the correct account. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,