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Mullsymcfc's avatar
Mullsymcfc
Joining in
12 months ago

Loss of picture

New to Virgin Media ( about 5 weeks ) I keep losing the picture for a split second and sometimes the sound . This is when watching TV channels and it's REALLY annoying . Also any apps that we watch keep on crashing but it's only apps we watch through the Virgin box, if I watch an app directly through my TV I have no issues. I also can't watch a programme from the start if I've missed the start of it, these also crash. I have phoned Virgin twice but I'm really struggling to understand the people in the call centre and we end up going around in circles, I really wish I had cancelled everything. I'm hoping it's a common fault with a quick fix because I feel like ripping everything out .Thanks in advance.

3 Replies

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  • thrice's avatar
    thrice
    Fibre optic
    12 months ago

    Hi Mullsymcfc.

    I used to experience something similar. In my case, the picture and sound would cut out briefly soon after switching on. This happened every time. Thereafter I could view without interruption. Since then I have installed a new TV and the 360 software has been updated several times and the problem has not reappeared. Your problem could be a faulty connection between your TV and the 360 box as I suspect mine was. Alternatively, a software update might cure it. The current version is 5.09. I hope this helps.

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    12 months ago

    Hi Mullsymcfc 

    Thanks for posting and welcome back to the community.

    Sorry to hear of the issue with the TV. From checking the system, this was logged to our fault management team and they advised you need a tech.

    I'll send you a PM now to get this booked in.