Forum Discussion

Derevko's avatar
Derevko
On our wavelength
20 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
    14 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

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  • roy247's avatar
    roy247
    Hero
    20 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
      20 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
        20 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.

         

         

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    20 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
      20 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.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    20 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
      20 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. 

  • MrGiles22's avatar
    MrGiles22
    Up to speed
    23 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.