Are you using HDMI cable or Audio Video cable ?
If you are using HDMI, it could be the Setting for the video resolution.
To set the video resolution for HDMI; use the Set-Top box remote control.
There is a button on keypad, just below the digit 9; as it have both "#" & resolution display on that button.
It will display all the available resolution, use the "Up" "Down" on top & down keypad "OK" button.
I did had such distortion of the display, and the Starhub guy (actually resolved fibre issue) said that it the resolution of HDMI not correct. He show me how he change the HDMI resolution issue.
If you are using Audio Video cables, connect it to your TV to check.
You can use the Audio Video cables to connect from Set-Top box to the TV
(As mentioned by razerpro
Do the changing the setting for resolution, first.
The VOD issue is the same; as you mention in your first post.
Once the resolution is corrected, VOD may also be resolved.
Firstly, do a simple diagnosis yourself.
Go get a new TV cable and test it. Or another TV cable, if there is.
If with the new cable, the problem still exist.
Then you need call Starhub to fix an appt for their technician to come and check.
You need to tell them as what you had done.
Especially with new TV cable. So that they may need to check with their necessary tools. As it may also the problem with the TV socket (wall) which may cause the problem.
Mentioned that your resolution is the same before this issue pop up.
Ask them to bring along their
1. Smart Card, unless they claim should not be the issue. As your part you had mentioned.
2. TV cable (if they may or may not),
3. complete "new model" full set-top box (including cable and remote control). Ensure them to bring the whole complete set of Set-top box (power adapter, remote control - this is important, to avoid them to go back and come another time.
(Note: Starhub have no longer use HubStationHD (according to their website), as they now use Samsung type, with slight differences)
Remind the CS that you had go to Starhub brance and they did Set-Top box replacement was the refurbish set. So they are aware of it.
If you do have the previous "Work(s) Order" , quote the 12 digits - right top under "Work(s) Order Information"
Don't assume they will bring all necessary items. If they still insist on refurbish, never mind. If they still cannot resolve with that refurbish set, then you can tell them you have request and they insist.
And this is 2nd time and still not resolved with the existing refurbish set.
The Service should be free, as you had done your part by going yourself to exchange an refurbish set!
And take note of the CS staff name and what you told the CS. [Just in case]
When i encountered my fibre had issue, the technician bring along; firbre line, modem & router; just in case which was the item having problem. The problem is just the fibre line damaged. Cost $6.