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annieplus4
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No picture or sound on TV start up

My V6 box is a new addition,just a few weeks old. Initially there were no problems however over the last few days each time I turn on my TV there is no picture or sound unless I switch the V6 box into standby and then back on again. 

The V6 box is set to be constantly on and not to hibernate/use power savers etc, I've changed the HDMI port, used a different HDMI cable, yet still the issue persists

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Message 2 of 11
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Re: No picture or sound on TV start up

Hi annieplus4,

Thanks for coming by and welcome to the community. Smiley Happy

I am sorry to hear that the picture and sound isn't working when you turn everything on.  I have carried out a few checks with the box remotely and no error has been detected.  Is the issue still happening today?  If so let me know and I can look into this further.

Collette.


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annieplus4
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Message 3 of 11
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Re: No picture or sound on TV start up

For the first time today the problem has resolved itself, maybe you checking the signal has given it the boost it needed. 

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Message 4 of 11
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Re: No picture or sound on TV start up

Hi annieplus4,

Thanks for getting back to me.  I'm pleased to hear things have now settled for you with the TV service.  I hope it remains that way.  If you do need any further assistance please don't hesitate to give us a shout.

Collette.


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pmfortune
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Re: No picture or sound on TV start up

I have exactly same problem.

It is only the channel video feed though - the V6 box menus show up fine. It also resolves every time by putting into standby and coming out again - so the box is clearly sending video to the TV - it must be an internal software problem.

Both the help line and the 'technician' that came out gave me a whole load of chat about the quality of the signal and problems with the HDMI lead. Given the menus connect fine and a soft standby/back-on clears the issue, it clearly has  nothing to do with the cables or the signal (which the 'technician' tested and confirmed was very good).

I really hate being spun a line, there are reports of this problem all over the internet - wake up Virgin: your boxes do this with Samsung, Sony, Panasonic and LG TV's, all of which have no problems with any other sources - There is some sort of software/firmware problem: admit this and sort it out....

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Re: No picture or sound on TV start up

Hi pmfortune,

 

Thanks for posting on the community.

 

How is your V6 set up, do you also have it set to constantly on and is there a reason why you're using this option?

 

Hope to hear from you soon

Rose
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pmfortune
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Message 7 of 11
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Re: No picture or sound on TV start up

I've tried permanently on and I've tried the other power settings - same problem.

I would prefer the permanently on setting to work properly so that when I select the Virgin V6 Box input on my smart TV I do not then have to wait for the box to wake up.

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Message 8 of 11
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Re: No picture or sound on TV start up

Thanks for updating the thread pmfortune,

 

I'm sorry to hear about the trouble experienced.

 

I've checked things from this end for you and I'm unable to detect any obvious cause for this at the moment. :/

 

Have you tried replacing the HDMI cable to see if this provides a resolve for you?

 

Faulty cables can sometimes cause the box to "trip" and may be the culprit here.

 

Speak soon,

 

Nat_J

 

 

 

 


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pmfortune
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Message 9 of 11
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Re: No picture or sound on TV start up

Please read the web guys - this is a known problem with the current firmware on the V6 box. It has nothing to do with the power settings, HDMI cables or indeed the wall termination in my house - which your engineer wanted to change.

Virgin really should be embarrassed as an organisation for not both facing up to and sharing the known problems with all staff (here on forum & helpline) - it would save everyone (customers & staff) a lot of time.

Thanks

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dmart7
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Message 10 of 11
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Re: No picture or sound on TV start up

I have exactly the same problem with new v6 box and Samsung TV.  Has virgin found the solution?

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