channels 105 (Channel 5) and 428 (Film Four) pixellating

[mikes2400]

This problem has been going on for weeks without being resolved. These two channels are unwatchable on my V6 box because of continuous pixellation - or no picture at all. It may be the same on some other channels, but without checking every single one I can't be sure.

I tried reporting it by phoning Virgin but the person I spoke to was useless and simply kept tellling me to check all my connections and reboot the box (despite me repeatedly telling him I'd done all that several times!). He also kept saying it must be a wi-fi problem, despite me telling him I only had wired connections.

Since Virgin are incapable of offering any sensible help, can anyone else?

[japitts · Accepted solution]

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.

Digital TV platforms (including VM) carry channels in small clusters, known as multiplexes. A signal fault affecting one multiplex will affect all channels carried on that frequency, but other muxes will be unaffected. The allocation of channels across multiplexes does not follow EPG positions, and is (to the end user) random.

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.

[mikes2400]

Thanks for your reply. I couldn't face speaking to Virgin again. You used to get put through to someone who could deal with technical issues, but now you just get someone who doesn't even know basic stuff, and just says reboot or check connections or talks rubbish about wi-fi (as I explained), so its a waste of time.

It probably is a local fault they don't know about (maybe outside rather than in my box, which is working perfecty in all other respects) but no-one on 150 will do anything.

It's disgraceful that Virgin has got rid of their technical experts and replaced them with idiots but that's always the case now whatever the fault is. I'll probably give up, but thanks anyhow.

[Kath_P]

Hi mikes2400, 

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've had some issues with these channels lately. Checking things here, the V6 box is currently showing as being off. We've not been able to run through diagnostics due to this. Please turn the V6 on, post here to let us know and then leave the box on until you hear back from us. This will allow us to check things to see how we can help. 

We can also see the hub has been online for over 81 days. We'd suggest you reboot this as soon as possible in order to refresh the connection and clear any faults that may be on the line. 

Pop back here to let us know when the V6 is on so we can continue with diagnostics. 

Many thanks, 

[japitts]

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@Kath_P wrote:

Checking things here, the V6 box is currently showing as being off. We've not been able to run through diagnostics due to this. Please turn the V6 on, post here to let us know and then leave the box on until you hear back from us.

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And make sure that in your power savings, you're using "connected low power" or "always on". "Eco low power" disables remote access.

[mikes2400]

Thanks, my box is now on. I have changed power saving setting to "Always on", as advised by japitts.

[mikes2400]

You were spot on. An engineer has visited, and it was a signal fault which he corrected. Nothing wrong with the box.