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Losing signal

Leegrillusa
Tuning in

on ‎23-01-2023 19:25

I have recently updated v6 box to 360 with new remote. An issue we seem to keep getting is losing signal for no reason, the thing we are watching will go off, tv displays no signal then after a short while(30-60 seconds maybe) then the signal resumes. Never lost signal with old software. Have swapped hdmi leads. It just seems to happen most nights 2 or 3 times then is OK after that but has happened 4/5 times tonight. Seems to happen alot shortly after switching from live TV to recordings or visa versa.

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6 REPLIES 6

roy247
Community elder

on ‎23-01-2023 20:01

So is it happening with both live TV and recordings, what about on-demand.

Is the 360 connected directly to the TV or through a soundbar, if it's directly to the TV you said you have tried different HDMI cables did you try a different HDMI connector, try not to use the HDMI-ARC connector on the TV.

 

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Leegrillusa
Tuning in
In response to roy247

on ‎23-01-2023 20:30

Haven't tried any on demand from virgin, we have netflix/prime on smart tv. Virgin box is direct to TV & have tried other hdmi inputs on TV & still same. 

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newapollo
Very Insightful Person
Very Insightful Person
In response to Leegrillusa

on ‎23-01-2023 21:59

Hi @Leegrillusa 

Go to Settings >Audio & Video > Match frame rate

If it's set to ON then people do see a blackout when the 360 or HDMI reconfigures for the difference in frame rate. This generally happens when you've watched something on netflix, also possibly prime, disney plus, or BT Sport UHD due to a difference in frame rates.

If it's set to the default (Off) then the box just accepts the frame rate difference which isn't noticeable by most users and shouldn't blank the screen out.

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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Chris_W1
Forum Team
Forum Team
In response to Leegrillusa

on ‎26-01-2023 09:11

Hi Leegrillusa, thanks for the message and sorry to hear that you are having issues with the signal, 

Have you tried what newapollo has suggested? Can you confirm if this has rectified the issue for you?

Can you confirm if you are still having issues with this since posting?

Kind regards, Chris. 

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Leegrillusa
Tuning in
In response to Chris_W1

on ‎26-01-2023 09:47

Yes, have tried this & didn't work. Doesn't lose signal straight away, could be 5 mins 10 min 20 mins, it just goes. Never had this problem with tivo software. 

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Jodi_S
Forum Team
Forum Team
In response to Leegrillusa

on ‎28-01-2023 10:41

We fully understand the fustration caused Leegrillusa, 

Can we ask if this is issue is occurring on a daily basis or does it just happen on occasion?

Are you able to take a video of what is happening and upload it on here so we can see what is going on.

We may need to get an engineer booked if necessary

Kind regards Jodi. 

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