HD channels blocky - unwatchable

Hurdy · 20-11-2010, 17:14

Hi - I'm based in Stratford-upon-Avon and for the last couple of days all my HD channels have become blocky and the audio keeps stopping with an annoying glitchy noise.

I've reset the box several times and even reset the TV setings to no avail.

Black V+ box with 47" LG.

Any help would be appreciated before ringing the 'help lines'.

Cheers!

Stuart · 20-11-2010, 17:21

You'll need to ring the help lines as there isn't actually a lot you can change.

Digital Fanatic · 20-11-2010, 18:03

Quote:

Originally Posted by Hurdy

Hi - I'm based in Stratford-upon-Avon and for the last couple of days all my HD channels have become blocky and the audio keeps stopping with an annoying glitchy noise.

I've reset the box several times and even reset the TV setings to no avail.

Black V+ box with 47" LG.

Any help would be appreciated before ringing the 'help lines'.

Cheers!

I've just checked your area and we don't currently have any issue. Do a quick connection check, especially the "cable input" on the back on the box. Make sure nothing is blocking the vents on the box.

If this does not resolve the issue, then a call to Support on 151 or 0845 454 1111 from a non VM line will be required.

HTH

20-11-2010, 22:17

Quote:

Originally Posted by Digital Fanatic

I've just checked your area and we don't currently have any issue. Do a quick connection check, especially the "cable input" on the back on the box. Make sure nothing is blocking the vents on the box.

If this does not resolve the issue, then a call to Support on 151 or 0845 454 1111 from a non VM line will be required.

HTH

Hi DF,

I always respect the support you give VM customers off your own back, any known issues with the thread i posted on on V+ forum Click here in relation to sound distortion of some HD channels?

Digital Fanatic · 21-11-2010, 10:29

Quote:

Originally Posted by mlayzell

Hi DF,

I always respect the support you give VM customers off your own back, any known issues with the thread i posted on on V+ forum Click here in relation to sound distortion of some HD channels?

ok, I've just replied to that thread.

Sonna · 21-11-2010, 19:54

Same issue here (NE30). ESPN HD and Five HD have been shocking this last week. Haven't called tech support yet as hoping it may pass.

Digital Fanatic · 21-11-2010, 19:59

Quote:

Originally Posted by Sonna

Same issue here (NE30). ESPN HD and Five HD have been shocking this last week. Haven't called tech support yet as hoping it may pass.

Same advise as post #3.. Some reports in your area for poor pictures, but nothing to point to a local headend issue and nobody else is reporting those channels HTH

Sonna · 22-11-2010, 20:58

Quote:

Originally Posted by Digital Fanatic

Same advise as post #3.. Some reports in your area for poor pictures, but nothing to point to a local headend issue and nobody else is reporting those channels HTH

Thanks. I posted a message on the Virgin Help & Support forum regarding this issue. They have agreed to send an engineer on Thurs to take a look.

Hurdy · 23-11-2010, 22:04

Thanks for the replies guys.

Called 151 on Sunday and was told my problem was going to be raised to level 2.

Apparently this meant that it was for engineers to test my line from their end.

Obviously something was done.

Wow! Difference is night and day - not only better HD but better all round pictures plus on demand much more reactive.

Fitze73 · 23-11-2010, 22:17

Quote:

Originally Posted by mlayzell

Hi DF,

I always respect the support you give VM customers off your own back, any known issues with the thread i posted on on V+ forum Click here in relation to sound distortion of some HD channels?

i hope your going to send him a christmas card

24-11-2010, 23:34

Quote:

Originally Posted by Fitze73

i hope your going to send him a christmas card

Next best thing a positive tick in his reputation

, shame some of the call centre staff are not up to this level of helpful proactive support shown by all of the VM staff that help on this Forum!

I have found one thing out though, if you are having problems with inconsistent telephone support advice, Starting a forum thread on MY Virgin Media seems to get you in touch with excellent VM forum CS support, which listen and apply common sense to your service problem.

Well done VM

Sonna · 25-11-2010, 10:28

Quote:

Originally Posted by Sonna

Thanks. I posted a message on the Virgin Help & Support forum regarding this issue. They have agreed to send an engineer on Thurs to take a look.

Well I had an engineer this morning. Swapped my SA V+ box for a new Samsung V+. A LOT quicker. Press a button and you get a response instantly, rather than wait half a minute like I did before.

Engineer didn't do a lot indoors other than just swap the box over. Asked what could cause the pixelation... contention, poor signal etc... he said could be anything. Might even be down to Sky outputting the signal

Makes no sense to me but I didn't question it as he's the professional.

Van was outside for about half an hour after he left my premises so maybe he was tinkering about with something in the street.

Remains to be seen if pixelation issue has been cured. Was playing up early this morning but of course it was working fine when the engineer was here.

Burtie · 18-12-2011, 17:46

Hi there, we have just had a TiVo box installed (Friday afternoon) and the V+ box moved upstairs and we seem to be getting very blocky and pixellated pictures on HD channels on the TiVo box but this isn't happening on the V+ HD channels.

I guess they work off different 'servers' but is there a known issue, because my missus is already getting hacked off, especially as she almost missed the final of her favourite programme last night (Strictly) although I'd luckily set it to record both SD and HD versions, so she's ended up watching the SD version, and I just about escaped the doghouse !

cheers

spiderplant · 18-12-2011, 19:33

It's probably needs the signal level adjusting. Call VM and get them to come back out to look at it.

ps. Welcome to the forum!

Burtie · 18-12-2011, 22:45

Thanks for the suggestion spider, as it happens, since I posted, the TiVo box has 'frozen' with all the 7 lights on solid, so called Virgin, explained the issue and then played merry hell when they said it'd be a week before anyone could come round as they're "very busy" !! I'm told an engineer will give me a call tomorrow to arrange to come round either tomorrow or Tuesday - lord help him if that's not the case ! (especially as, after 4 goes at getting someone to turn up, they were also supposed to be replacing the V+ box that's gone upstairs when the TiVo was installed and didn't because "it wasn't on the job sheet".....)

And thanks for the welcome message as well, I'll keeping checking back to see what other things are causing people issues