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Fault with tv service like pulling teeth
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Old 15-08-2019, 10:37   #1
dodgem22
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Fault with tv service like pulling teeth

Whats happend to customer services they used to be quite good now after a week of trying to get a fault fixed im ready to leave.

Getting intermittent picture break up on both boxes various channels.

Three calls to faults each time on hold at least 20 minutes, first call we got cut off, 2nd and 3rd call they blatantly reading a script and making me go through pointless hoops rebooting boxes, unplugging cables, can I try a different hdmi and I explained this was done on the last call but no I must do it again.

I explained the hdmi cant be the issue or the co ax as its doing it on both boxes.

They booked me an engineer for today after about 2 hours in total on the phone yesterday now just had a text saying they not coming due to a network issue but service status does not list any.

Totally fed up with it, they never used to be this bad.
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Old 15-08-2019, 12:01   #2
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Re: Fault with tv service like pulling teeth

Quote:
Originally Posted by dodgem22 View Post
Whats happend to customer services they used to be quite good now after a week of trying to get a fault fixed im ready to leave.

Getting intermittent picture break up on both boxes various channels.

Three calls to faults each time on hold at least 20 minutes, first call we got cut off, 2nd and 3rd call they blatantly reading a script and making me go through pointless hoops rebooting boxes, unplugging cables, can I try a different hdmi and I explained this was done on the last call but no I must do it again.

I explained the hdmi cant be the issue or the co ax as its doing it on both boxes.

They booked me an engineer for today after about 2 hours in total on the phone yesterday now just had a text saying they not coming due to a network issue but service status does not list any.

Totally fed up with it, they never used to be this bad.
You should post on the VM forum(the easiest place) but it may take a week for a reply, i had picture break up a while ago and my levels didn't look good and when the engineer came out he replaced the Tivo for a V6 first to see what would happen and fitted a booster then before he left it still wasn't correct so he got a new cable pulled and it has been awesome since.

If it is a network issue ask your neighbours if they're having issues too?
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Old 15-08-2019, 12:45   #3
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Re: Fault with tv service like pulling teeth

Try the Service Status Hotline. It picks up faults too small to show on the automated online system.

0800 561 0061
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Old 15-08-2019, 12:48   #4
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Re: Fault with tv service like pulling teeth

Thanks nodded i just phoned that number but it says no issues in your area.
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Old 15-08-2019, 13:24   #5
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Re: Fault with tv service like pulling teeth

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Originally Posted by dodgem22 View Post
Thanks nodded i just phoned that number but it says no issues in your area.
Sounds like the 'strength of signal' in your house is not high enough to cope with 2 V6 boxes and your broadband.

The engineer will move you up the pecking order in the street cabinet - this resolved my similar issues some time ago.
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Old 15-08-2019, 14:21   #6
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Re: Fault with tv service like pulling teeth

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Originally Posted by Raider999 View Post
Sounds like the 'strength of signal' in your house is not high enough to cope with 2 V6 boxes and your broadband.

The engineer will move you up the pecking order in the street cabinet - this resolved my similar issues some time ago.
If it is indeed a low signal fault and he is already on the top tap then he may fit a booster, if that doesn't work it could be a repull with possibly a thicker cable.

Dodgem22 what are your power levels these are what everyone needs to see?
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Old 15-08-2019, 18:28   #7
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Re: Fault with tv service like pulling teeth

We have a pretty good idea of what the acceptable signal levels are for the hubs/modems but I don't think I've seen posted levels for the TV boxes. Maybe someone can enlighten us?
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Old 15-08-2019, 19:22   #8
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Re: Fault with tv service like pulling teeth

I'm not sure how to find out what the power levels are myself to be honest.
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Old 15-08-2019, 19:27   #9
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Re: Fault with tv service like pulling teeth

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Quote from dodgem22:
I'm not sure how to find out what the power levels are myself to be honest.
It's down in the technical pages on the box.
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Old 15-08-2019, 19:55   #10
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Re: Fault with tv service like pulling teeth

Thank you I will look when I get home.
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Old 15-08-2019, 20:55   #11
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Re: Fault with tv service like pulling teeth

I would look at the levels on the Hub as it is easier, that is what i did and if those levels look low then the TV will also be low.

You really should make a detailed post on the VM forums then you won't have to phone up, what will happen is they will eventually reply and they will check more levels than what you can then if they decide an engineer is required they will arrange that via PM and you basically get to decide what day and time.
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Old 15-08-2019, 21:22   #12
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Re: Fault with tv service like pulling teeth

Quote:
Originally Posted by heero_yuy View Post
We have a pretty good idea of what the acceptable signal levels are for the hubs/modems but I don't think I've seen posted levels for the TV boxes. Maybe someone can enlighten us?
They are the same.

Quote:
Originally Posted by SnoopZ View Post
I would look at the levels on the Hub as it is easier, that is what i did and if those levels look low then the TV will also be low.
Sometimes that will work, but not always. It's fairly common for levels to vary between devices within the house. Plus the modem works on different frequencies.

Looking at the TV signal quality is also easy (Home -> Help & Settings -> Settings -> Diagnostics, then scroll down to the tuner that is tuned to the channel you are watching). But there isn't really any need to do this. If you have pixellation, you need to get VM to fix it.
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