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Picture going black

Hi, can someone please help ASAP. Been on hold to VM for over an hour, limited staff due to COVID-19! My orderly grandparents picture goes black but can still hear sound, turned off at the plug, new HDMI cable, still doing it, thought it was the TV, brought a new one and still doing it. CANNOT GET THROUGH TO ANYONE. 

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Re: Picture going black

Hi Gem, 

Thank you for your post 🙂
I am sorry to hear this and that your parents have been having issues. I can look into this for you, I will pop you over a private message and take a look for you. Just keep an eye out for the purple envelope.
thanks,
Zoie

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