Hello DancinDiva.
Thanks for letting me know an engineer has been out and replaced your box.
If you need anything else at all, please let us know.
Gareth_L
I returned home today and switched on my TV but no sound. This only happens through VM V6 (sorrry I thought it was Tivo but it's not). If I go through just the TV signal, I have sound.
Rebooted everything and it is still the same.
Does anyone else have the same issue? Or know of a solution?
Hi DancinDiva
Is you V6 connected directly to the TV for sound, or are you using a soundbar/amplifier?
Have you tried a different HDMI cable?
Have you tried the online walkthrough for sound errors? /tv-faults/api-error
I'm going back 4 years or so but I did have a problem with having no sound on my V6 then. REbooting didn't work, nor did trying a different HDMI cable.
I did fix it in the end though, and oddly it was all due to my cabling. It's like spaghetti junction behind my TV, so I thought this is going to take a tech visit, I'de better tidy everything up. I removed all devices from the mains (TV, V6, Switch games console etc) and also removed all ethernet cables, HDMI cables etc. Once everything was nice and tidy, free from any kinks etc I switched on and the sound was back. Mind you I was cream-crackered lol
And now no picture on TV programs - i.e still get display bar and TV guide etc, on screen
Hi again DancinDiva
Have you used the /check-services/ function? You can also a run a test on your equipment from there, and the automated fault system may be able to fix the issue. Also if it's a widespread issue and not just your connection it will show up on here.
If nothing is showing you could also try the automated Service Status number 0800 561 0061. This often gives details of more local issues down to postcode level.
Thanks I have tried that and whilst it worked for a while, it is back to no sound or picture.
I think I will close this issue and raise it as it's not just sound that is the problem.
Hello DancinDiva,
Thanks for your post.
Sorry to hear about the sound and picture issues with your V6 box.
Normally from here, we ask customers to try this and try that. After reading your replies I think it's best that we arrange for an engineer visit.
If you don't mind, I’ll need to send you a private message to pass security.
If you can check the logo top right of your screen that would be great.
Regards
Gareth_L
Update 19/10/24:
Yesterday I decided to unplug and clean everything before the engineers visit including vacuuming the top vent/grill on V6 box and hey presto! sound and TV program pictures restored. So I cancelled the engineers visit.
However, this morning, I switched the TV on and once again there was no sound and the TV program picture was in florescent shades of colour!. It's not the TV as program guide screen OK and without V6 box, again it's OK.
I rebooted the V6 box and all is OK yet again but I suspect, I will be calling the engineer out if this keeps happening.
I have also checked service status and it returned the message 'The TV box is having broadband connection issues.
p.s. does anyone know how to edit the original post rather than add replies?
