Forum Discussion

Derevko's avatar
Derevko
On our wavelength
13 days ago
Solved

Ultra HD & HD TV

I have been watching ultra HD on my HD tv for sometime now and it has suddenly stopped working. Same weekly programs. Every time I try the channel it says ’Your TV might not support this channel’. If I play a new recording it says ‘UHD not supported’. It’s a shame I haven’t kept anything I’ve previously recorded and watched from the UHD channel to see if it still works.

The Virgin documentation say’s it should downscale content to fit your TV. Which it did, I assume until now. I haven’t changed anything e.g. connections, cables etc. Worked last week.

TV 360
  • Steven_L's avatar
    Steven_L
    7 days ago

    Hello Derevko,

    We have been enhancing the security for Ultra HD content delivered over IP by upgrading from HDCP 1.4 to HDCP 2.2.

    This upgrade may affect certain customers using Stream, Virgin TV 360, and V6 boxes with TVs that are incompatible with HDCP 2.2. This change ensures we are compliant with updated content protection standards required by content providers.

    TVs that are over 10 years old may not support this standard. If a TV is incompatible, a customer will see the following error message:

    “Your TV might not support this content. Need help? Call us on 0345 454 1111 or 150 from a Virgin Media home phone.”

    OR “TV may not support UHD. Call 0345 4541111 for help”

    Which you have confirmed has been displayed on your TV, so we're sad to say that this content would no longer work on your TV as the new content protocol wouldn't be supported by your TV. 

     

    Kind Regards,

    Steven_L

32 Replies

  • MrGiles22's avatar
    MrGiles22
    Up to speed
    16 days ago

    Recently I bought a 65inch TV, not Qled or Oled and was quite happy with picture being delivered by Virgin 360 Box. However, I recently was offered a new contract including UHD Sky Sports. The picture was very grey and soft, although HD Channels were fine. As an after thought I checked the Picture settings on the 360 Box and noticed it was set to Automatic. I decided to change it to 4K and hey presto!! what a difference in the picture, it is so much better. I would suggest 360 users check their settings on the 360 Box and make sure that the connections are correct. I am now quite happy with UHD Sky Sports. 

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

    There was an update to most 360 boxes earlier this week to version 5.21.  It's possible that yours has updated and reset the resolution.

    Double check the 360 under Settings > Audio & Video > HDMI resolution.  This should be set to either 4K or Automatic.

    Also check your TV HDMI settings haven't changed, for example on my LG OLED I need to have Settings > General > External Devices > HDMI Settings > HDMI Deep Colour enabled & set to 4K

    • Derevko's avatar
      Derevko
      On our wavelength
      13 days ago

      Thanks newapollo. Yes, mine did update to 5.21 so likely the issue but I don’t have a resolution yet. HDMI resolution set to ‘Automatic’. Tried 1080i/p. I’ve reset the router and 360 box twice. I’ve checked my TV settings and there aren’t any options. I am going to try a different cable and HDMI port. 

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    13 days ago

    If you still can't get it working, set box's HDMI resolution to 1080p and force a new HDMI handshake by turning off the TV and box, unplug both from power for ~30 seconds, plug in and power on the TV and the box (in that order).

    • Derevko's avatar
      Derevko
      On our wavelength
      13 days ago

      Thanks Roger_Gooner. I’ve swapped and replaced cable, checked and swapped to all 4 HDMI ports. Did as you suggested 1080p tv off, box off tv on and box on. Still no joy 🤷🏻‍♂️. Also tried both channel 999 & 175.

  • roy247's avatar
    roy247
    Hero
    13 days ago

    Is it only the Virgin UHD channels that you are having problems with or do you have any other UHD channels that have the same problem.

     

     

    • Derevko's avatar
      Derevko
      On our wavelength
      13 days ago

      Hi roy247. Unfortunately I don’t have any other UHD channels on the TV360 to try. The TV360 is outputting 4K. It’s not downscaling to 2K like it did previously to this week.

      I am going to try my computer monitor tomorrow and see what happens. I don’t have any other TV’s to try. Unless I take my TV360 into Currys 🤣

      • roy247's avatar
        roy247
        Hero
        13 days ago

         I have recently seen this just before the box updated to 5.21;

        If you go to your uhd recordings and select edit recording it comes up with "Please make sure your TV and cables support 4K Ultra HD playback".

        Could it be possible that the box is doing some sort of check, are your cables V2.1 or newer.

         

         

  • MrGiles22's avatar
    MrGiles22
    Up to speed
    13 days ago

    Same thing has happened to me, wanted to view Sky Sports Football on UHD and it has reverted back to low resolution, grey and grainy. It worked fine last week and I have checked the resolution in settings and it had reverted back to Automatic. Switching to 4K nothing changed. Even switched off the box and restarted, again no joy. Seems the update has caused problems none of us wanted. Shame on you Virgin. 

    • roy247's avatar
      roy247
      Hero
      13 days ago

      Watching the Ryder cup on 532 UHD on LG 4K TV and it's HLG/HDR, no problem with the picture.

       

      • Derevko's avatar
        Derevko
        On our wavelength
        12 days ago

        Thanks for the channel number roy247. I tried the channel and it knows my TV is not 4K and I wouldn’t be able to view the channel. I am sure it’s related to TV360 not downscaling anymore as the box knows I have a 2K tv. 

  • Derevko's avatar
    Derevko
    On our wavelength
    12 days ago

    I’ve tried my 2K monitor and the same issue occurs. Bought a brand new 2.1 18GB HDMI cable and still the same issue. The TV360 isn’t down scaling the output to the TV anymore since it was updated to 5.21.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    12 days ago

    You seem to have done all the checks and the suspected HDMI handshake problem persists, so a box swap is called for.

  • MrGiles22's avatar
    MrGiles22
    Up to speed
    10 days ago

    Last night I tried changing HDMI Cables in order to correct the fault with ULTRA HD Channel on Sky Sports. No joy, it is just as bad as ever. Strangely enough, the ULTRA HD Channel works fine, yet it does not on Sky Sports. Now, please Virgin do sort this out, the recent update to 5.21 has buggered the system up. 

  • MrGiles22's avatar
    MrGiles22
    Up to speed
    10 days ago

    Since my comment above, an update on 360 box to 5.12 has caused Sky Sports UHD to revert back to grey and grainy picture. Oh dear, what a mess. I hope Virgin sorts it soon.

  • Derevko's avatar
    Derevko
    On our wavelength
    10 days ago

    Virgin had REMOVED the UHD channels when they renewed my contract. Even though I asked for an identical service for my new contract. It’s very annoying that the channels say you don’t have a 4K tv rather than saying you don’t have access to this channel. If the employees don’t even understand the packages how do they expect their potential and current customers to understand them. The whole structure needs simplifying.