Two of my channels are intermittently pixellated

[nevwg]

Of the channels I watch regularly, two are intermittently pixellated: Sky Arts HD and BBC 4. It is the broadcast signal that is the problem: I've checked by concurrently switching between Freeview and Virgin. Sometimes it's just the odd flicker; sometimes the channel becomes unwatchable. I'd be grateful for some contact from Virgin to fix it.

[japitts]

Just to clarify, are you reporting that Freeview exhibits the same pixellated picture as Virgin Media, at the exact same time?

[Kath_P]

Hi nevwg, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having some issues with channels pixelating. Checking some things here, we've not been able to run full diagnostics as the box is showing offline. Please turn the box on, post back here to let us know and and leave the box on so we can run through more specific diagnostics. 

In the meantime, there are some checks you can do to help improve things. Please check that the cable is securely connected to both the set top box and the TV - disconnect and reconnect the cable to be sure. You could also try connecting the cable to a different port on the TV. 

Let us know if these resolve the pixellation you're seeing. 

Thanks, 

[nevwg]

Sorry: I missed your reply; it wasn't flagged to me.

No: the exact opposite. Freeview is NOT pixellated, but Virgin media is.

[nevwg]

Sorry: I missed your reply. I will turn the box on now and leave it on. It isn't the cable: it is only on those two channels of the channels that I watch.

[nevwg]

Hi -- I have just turned the box on. I'd be grateful if you could test and get back to me, thanks!

[nevwg]

Have turned my box on again, with 24h before standby. Would be grateful to know about diagnostics. Thanks.

[Ayisha_B]

Hi @nevwg 

We're still having problems communicating with the box. Is it currently online?

Can you try disconnecting and reconnecting the cable or rebooting just to be sure?

We also have some troubleshooting steps here

[nevwg]

I’m trying to leave the box on all the time: have  gone to 24h before it turns off automatically.