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anthony_b
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Blank screen with sound

Hi guys

Anyone else getting the same issue,it's happened twice that I can hear what is on but get a black screen with no picture and I have to reboot
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Re: Blank screen with sound

Hi anthony_b, 

 

Thanks for your post and apologies to hear that you are having an issue with getting a picture on your V6 box. 

 

Are you by any chance connecting the V6 box through a 4K Amp to a non 4K TV? 

 

Is this happening on Live TV or is it only happening when using an app such as Netflix? 

 

Come back and let me know.

 

Thanks,

Kath_F
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anthony_b
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Re: Blank screen with sound

Hi Kath

Thank you for coming back so quickly.

It seems to happen on TV stations and not one in particular. I think the last time it happened was on a music channel.

As I mentioned to someone on the phone at VM,the box is connected via an HDMI cable to a 4k TV and she said it was a known issue with the box st this stage and for the short term I was told to turn off and on the V6 box till a fix is sorted

Best
Anthony
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anthony_b
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Message 4 of 7
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Re: Blank screen with sound

Kath

It's just happened again when I changed channels but this time I got no sound and no picture
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Re: Blank screen with sound

Hello anthony_b,

 

Thanks for getting back to us.

 

Since you mentioned that there was no sound or picture what I would like to do is to arrange for one of our engineers to take a closer look so I'm just going to send you a private message which you will find if you click on the purple envelope at the top right of the screen.

 

Speak to you soon

Rose
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B-side
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Message 6 of 7
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Re: Blank screen with sound

Same problem here too. Sequence is as follows (Samsung TV):

1. If I switch TV on first, then V6 afterwards the picture comes up blank, initially with status bar then just the red button. Sound is fine. If I then switch off the V6 and back on again (with the TV still on) the picture appears correctly with sound. 

2. If I switch V6 on first and then the TV afterwards I get picture and sound working normally. 

B-Side

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anthony_b
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Re: Blank screen with sound

I tried part 1 and it worked fine

I think the issue happens randomly

As I mentioned virgin media know about it and they are waiting for a fix.
My question is they know about it along with the snow pixelation when resetting the box but why are they waiting so long
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