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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

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

    Unfortunately re-adding UHD hasn’t solved the issue. I can play previous episodes of Fiit rebalance, fiit cardio etc but still having issues when trying to watch the UHD channel. The tv360 allows me to record the channel but not play back. I still think the tv360 is not downscaling content after the recent tv360 upgrade to 5.21

    • 1701-e's avatar
      1701-e
      Fibre optic
      10 days ago

      Same here.  They used to promote the UHD channel for all even if using a HD TV.  Now I can't even view the channel.  

      • Richardr1's avatar
        Richardr1
        Fibre optic
        10 days ago

        For what it is worth, and I have a stream box.

        I've a 4K TV and no issues with 4K. However, if I switch the HDMI output to 1080p then the UHD channels don't work any more, showing just the large 4K symbol with the message at the bottom under the programme name [consistent for me between 175, TNT Sport Ultimate, and Sky Sports UHD channels].

        Assuming the 360 box acts the same as the Stream Box [and both had the same update to 5.21 last week] it does seem that the box will now only deliver 4K / UHD channels if the TV will accept a 4K picture, it won't downscale.

  • todger1's avatar
    todger1
    Dialled in
    8 days ago

    Mine is exactly the same. A new box at the weekend cured the problem, but only until the box updated! Really bl**dy tedious!

    And sound doesn't work on external soundbar on Sky sports red button!

    • Richardr1's avatar
      Richardr1
      Fibre optic
      8 days ago

      This thread has got slightly confused between two separate issues:

      1. customers losing the UHD channels completely where previously they had been watching a picture downscaled by their box; and 
      2. customers getting a poor UHD picture

       

      Is your issue the first one - i.e. losing the UHD channels completely?

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

        This thread should only contain complaints related to issue 1 (Unable to watch UHD channels on a HD TV since the TV360 update to 5.21)

         

         

    • Roger_Gooner's avatar
      Roger_Gooner
      Alessandro Volta
      7 days ago

      Looks as if you've different problems, so start your own thread.

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

      Thanks todger1, that would confirm the Virgin TV360 software update to 5.21 has an issue down scaling UHD content to HD

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

    Up until this update...   4K Sky Sports, TNT sports and VM 4K channels were all watchable with a full HD tv... 

    and post update there is now a 4K shadow message saying the tv may not be compatible and to ring VM for assistance... 

  • spressy's avatar
    spressy
    Dialled in
    5 days ago

    I have the same problem with my 360 box. I have watched the UHD channels, Sky sports and TNT Ultimate for some time until suddenly I get the message that says my TV etc is not compatible with UHD. What does it matter to Virgin whether I watch it on a UHD tv or not. I have paid for UHD. I assume that the update has caused this problem but what do Virgin want us to do? How can they justify stopping a service that we have paid for? It is about time that someone in authority looked at these comments and DID SOMETHING and listened to the people who pay their salaries. There is no benefit in stopping the use of HD televisions with UHD signal. I believe that since the merger with O2 an already poor customer service has deteriorated.