Constant HD Channel Issues
 

Hi All,
We experience constant HD chanel issues, especially on the movie channels. Does anyone else have this issue?

I have called Virgin and they always just do a signal boost, which never works. They recently replaced the box, which did nothing. Getting close to cancelling the whole service but very hesitant as prior to this everything has been very high quality. My worry is this is an issue for the road, perhaps something to do with our cabling on our street.

Re: Constant HD Channel Issues
 

Unlikely a signal issue would affect just the HD channels, it would affect the entire TV service and possibly the broadband as well if signal is too high/low. What have VM said when you spoke with them?

Re: Constant HD Channel Issues
 

Not true. The HD channels are mainly placed on the more extreme frequencies, so are usually first to be affected if the signal quality drops.

r94yan: you need to keep calling until they fix it

Re: Constant HD Channel Issues
 

I had the same problem they changed the drop cable outside and also put a booster in my house solved the problem

Re: Constant HD Channel Issues
 

I had similar problems with sky & Bt channels. I only watch HD channels so wouldn't know if SD channels were also affected. I will remember that they may be ok for the next time it happens.

Engineer checked my line and said signal strength was far too low for 200mb broadband and 2 V6 boxes, went to street cabinet and moved my to near the top of the pecking order - this has resolved most of my problems.

Channels don't go missing
Pixelation has been resolved, unless recording a lot of channels on both boxes (9+ in total?)
Broadband hasn't dropped out.


I suspect all is fine until someone else complains and I'm moved back down to accommodate them.

Re: Constant HD Channel Issues
 

Thanks for the feedback. I called again, and they are replacing the box. The reasoning I got was that of the 3 tuners two were showing as faulty. This was the given reason, not sure I believe that. They are sending a box that will be tested to ensure all tuners are working. (again, surely that should be done anyway. Why send a faulty box)

Any thoughts on that? If this is does not work, I will try and suggest the above!

Also, as a side note we should really have the v6 boxes too, as we are on the top package for everything plus extras

Re: Constant HD Channel Issues
 

I have sound dropouts and very brief pixelation on my sky sports HD channels every 20 seconds or so.

I'll have to give them a ring but I've had the same problem before, so I don't hold out much of it being fixed.

Re: Constant HD Channel Issues
 

So you keep reporting it until it is fixed then. And if it's an intermittent issue, you ensure it's reported as such and not closed down until it's stable for "long enough".

I know that's easier said than done, especially with the offshore call centre.

Re: Constant HD Channel Issues
 

So I got a spare evening and rang VM tonight. Explained my sound dropouts and pixelated screen issues on HD channels.

Was on hold for 35 minutes. Finally spoke to a lovely woman who was determined to help. She ran tests. She reset my box. She finally found an issue and said that she had adjusted the power levels, as they were far too low on my system. She reset once again, guided me through the screen and said that it would be fine after 5 minutes as the power levels would be restored.

Delighted, I waited 10 minutes then changed channels to test it out.

Same thing happenning.

I rang virgin media again straight away. Went through all the instructions....

Got "Our lines are now closed. Please try again tomorrow"

Absolute bloody joke.

Been with VM for years but they don't give stuff about customers. Had a gutsful now.

Awful, awful service.

Re: Constant HD Channel Issues
 

If your power levels are wrong (and that is often the cause of pixellation), you need a technician visit to adjust them. It can't be done remotely.

Re: Constant HD Channel Issues
 

Then why are Virgin Media employees telling me that it can be fixed in 10 minutes, and has been fixed in 10 minutes?

Should I just accept the fact that Virgin Media are lying to me and continue to pay them £80 a month?

Re: Constant HD Channel Issues
 

I thought you said it wasn't fixed in 10 minutes?

Just ring them again, explain that whatever the call centre person did it didn't work and say you want a technician to look at it.

Re: Constant HD Channel Issues
 

?

Yes. It wasn't fixed. And still isn't.

I'll book a technician. But Virgin should know that their staff are lying to customers, if they know that power levels can't be fixed over the phone.

Re: Constant HD Channel Issues
 

You said: "...and has been fixed in 10 minutes". Hence, the confusion.

Re: Constant HD Channel Issues
 

Because she told me it had been fixed. She told me she could see the power levels go from LOW to HIGH on her screen over the course of our 10 minute conversation.

I would like this to not happen to anybody else. I would like Virgin to trace the operator that 'helped' me and ask her why she lied to me.