Forum Discussion

todger1's avatar
todger1
Dialled in
20 days ago

Latest software update on 360 box...

Ok so my box updated last week and now I've lost Ultra hd tv. Im pretty sure its software because I had an engineer out on Saturday who changed the box for (new?) probably a refurb. Ultra hd was fine so off he went. unfortunately I accepted the software update and everything went pear shaped again as far as UHD is concerned. I thought everything else was ok, but watching footy on the red button there is no sound via optical to my sound bar so I've had to switch it to the tv sound! Anyone else having this..further..issue?

11 Replies

  • todger1's avatar
    todger1
    Dialled in
    21 days ago

    Hi, I have the same problem! Sadly I called out an engineer who

    swapped the box, decided my sound bar(pass through hdmi) was duff, replaced the hdmi cable, and replaced my super hub 3.

    Now, UHD is dark and unwatchable, there's no sound, the SH3 locked me out when I set it to modem only, and my landline no longer works... I've just spent nearly an hour on the phone but being asked for random letters from my 'memorable' word proved to much. I'm off out. Tomorrow I will try again, or cancel the parts that arnt working! Oh, and the new device verification is laughable!!!

    • roy247's avatar
      roy247
      Hero
      20 days ago

      You can reset your memorable word by signing in to your My Virgin Media Account, then go to Account Settings, Identity and Security settings, then select Manage your products, under Virgin Media account you will see Telephone password, you can set a new password there.

      Are you trying to watch UHD on a HD TV and it's not working (downscaling) or a UHD TV.

      It might be linked to this below, if it is your post will be added to that.

      Ultra HD & HD TV | Virgin Media Community - 5671953

       

      • todger1's avatar
        todger1
        Dialled in
        20 days ago

        Hi, thanks for the update, I read this post last night. Sadly I'm pretty sure the issue is related to the software update. The old adage 'if it ain't broken don't fix it' comes to mind. I'll give it to weekend for a patch to come out then if no joy, cancel UHD. Not payin if it ain't workin! 😁

    • todger1's avatar
      todger1
      Dialled in
      19 days ago

      Thanks for the reply, I think the tv, LG new this year, is 2.3 compliant and although I was using high speed cables with network, the engineer who called provided another one.

      Probably been a good idea if you were going to change things to let people know!

      • newapollo's avatar
        newapollo
        Very Insightful Person
        19 days ago

        Hi again todger1​ 

        If the tech left another HDMI cable then that should have been compliant.

        Log into My Virgin Media and check your latest contract - you should have an add on named Sky Sports Ultra HD showing (see screenshot below) if that's missing then you need it adding back on.

         

  • ezy's avatar
    ezy
    Up to speed
    18 days ago

    Both my boxes have come up with the message.. 

    the HDMI leads are the ones supplied with the boxes... 

    My tvs are full HD but up until this update the VM 4K channel could be watched (in a slightly washed out colour) as could the Sky Sports and TNT Ultimate...  now it shows a tv not compatible message.  

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      16 days ago

      Hello ezy.

      Thanks for your post.

      We're sorry to hear about the issues you're also experiencing with UHD content/

      Have you looked at changing the HDMI cables?

      Gareth_L

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      16 days ago

      Hello again ezy.

      We've recently upgraded the way we broadcast UHD content from HDCP 1.4 to HDCP 2.2. Security standard for UHD content delivered over the internet. This is to secure the connection between the source and your TV. This may influence the display if the TV is not HDCP 2.2 compliant. The images may not show at all or appear slightly washed out in a lower resolution.

      Hope that helps?

      Gareth_L