TV 360 Box - Poor Picture Quality on Start-Up

[steve4180]

I have my TV 360 box set to 'Automatic' video output (its connected to a 4K TV). On regular occasions (but not always) when starting up, the TV 360 picture quality is pixelated and appears to be a maximum of 720p. The pixelated picture quality can usually be resolved by turning the TV 360 box off and on again, and I have now also set the video output setting on the TV 360 box to '4K' rather than 'Automatic', although obviously not all TV channels are broadcast in 4K quality. Does anyone have any idea why the box defaults to lower quality video output sometimes on start up, if there is a resolution for this so that the 'Automatic' setting can be utilised and whether I should keep the video output at 4K (or maybe 1080p)? Thanks.

[steve4180]

Although as stated above I have set the video output setting on the TV 360 box to '4K' rather than 'Automatic', this has not resolved my issue. When starting up this evening, the TV 360 picture quality was very poor and I had to turn the TV 360 box off and on again to achieve perfect picture quality.  Is there is any resolution for this/ Thanks.

Steve

[roy247]

There has been similar posts before about this, seems to be a problem with the 360 and TV interrogation about the screen resolution, can't remember which TV manufacturer it was or if it was model dependent.

I thought setting the 360 to 4K cured the problem you could try setting the 360 to 1080 and let your TV do the upscaling of HD, some TV's do a better job than the 360. You just then need to swap to 4K when watching some 4K source.

[Ashleigh_C]

Hi there @steve4180 

Thank you so much for your post and welcome back to the forums! It's great to have you here. 

I am so sorry that you have faced this issue with your TV service and thank you to roy247 for their help so far! Can I just confirm do you have another device connected to the TV such as a DVD player or games console? If so is the picture effected using these? 

I know it may seem pretty obvious but just to check have you made sure all the cables are connected securely?

[steve4180]

Hi Ashleigh,

I have a Blu-Ray player connected to my TV, but the picture is not affected using this in any way. The problem is only with the TV 360 box. I have made sure all the cables are connected securely.

As roy247 has suggested that there have been similar posts about this problem from other Virgin customers, it is presumably a known issue? Thanks.

Steve

[Ashleigh_C]

Thank you @steve4180 

I have checked and can see there are no outages currently reported to be in your area, how are things looking since your last post? Are the channels still pixelating? 

[Smevster]

I used to experience this if I switched my TV off, left the TV360 on, then shortly afterwards switched the TV back on again.  As you say switching the TV360 box off and on resolved it.  However, since the latest software update (5.12 is it?) it hasn't been happening.

[steve4180]

The issue is not related to service outages Ashleigh, but to the start-up of the TV 360 box in 'Automatic' video output (its connected to a 4K TV) mode. On regular occasions (but not always) when starting up, the TV 360 picture quality is poor and looks like its only at 720p resolution. My reference to 'pixilation' is probably not entirely correct, as the issue is more about poor picture resolution rather than break-up.

Clearly though, this must be an issue that VM are aware of from other posts on the community? Thanks.

[Zach_R]

Hi @steve4180,

Apologies for our delayed response here. Have you also tried using a different HDMI cable from the box to the TV so we can eliminate that being the potential cause of the problem?

Thanks,
 

[steve4180]

Zach,

Yes I have tried that already.

Steve