Tv black when you turn virgin on

[jayr50]

hi when we turn on the virgin box the tv stays black it can up to an hour for us to see anything , we have rebooted and the tv works fine so we know it’s the virgin service but this is ridiculous , we had to change boxes recently and have only had the issue since then 

we have had systems checked by virgin customer services and 2 x engineer appointment set over the phone and we still have the issue , if this continues we feel we ill have no choice but to withhold payments as we are not getting what we paid for 

[Ernie_C]

This is likely an HDMI handshake issue.

When it occurs, try changing the Source on the TV to a different one, say the Freeview Source, and swap back to the HDMI Source for the Virgin Media box. This will force an HDMI handshake and possibly fix the problem.

[jayr50]

Hi we do that we watch apps of the actual tv and go back to the HDMI 1 source and still can have no picture rbi’s morning we switched on and it took 1hr before any thing came through on the HDMI 1 source 

[roy247]

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@jayr50 wrote:

hi when we turn on the virgin box the tv stays black it can up to an hour for us to see anything , we have rebooted and the tv works fine so we know it’s the virgin service but this is ridiculous , we had to change boxes recently and have only had the issue since then 

we have had systems checked by virgin customer services and 2 x engineer appointment set over the phone and we still have the issue , if this continues we feel we ill have no choice but to withhold payments as we are not getting what we paid for 

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Was it a 360 box for another 360 box to cure a different problem, if it was a straight box swap and you only have the problem since you swapped boxes it would suggest that the replacement is faulty. To rule a couple of things out have you tried connecting to a different HDMI connector on the TV (try not to use the HDMI-ARC one) and a different HDMI cable.

If you have another TV you could also try that. Did the 2 engineers visit your property and see the problem. I wouldn't advise withholding your payments as this could affect your credit rating, I would push for another engineer to visit and try swapping the box for this problem if that hasn't already been tried.

[Ayisha_B]

Hi @jayr50 👋,

A warm welcome to our Community Forums and thanks for your post. It's great to have you on board with us here!

I am so sorry for the issues you have been experiencing with your TV service and appreciate this must be very frustrating for you.

I would love to help but have been unable to locate your details on our systems to run some diagnostics. 

Can I ask if you have tried some of things suggested by roy247 to see if that helps?

If not, come back to us so we can offer further support 😊

[jayr50]

Hi we have had diagnostics done on 3 separate occasions and we are still no nearer to resolving the issue , just this morning the virgin tv took 52 mins to actual come on so we had to watch tv channels through  normal tv 

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[Megan_L]

Hi Jayr50,

Thanks for coming back to us about this TV issue you've been experiencing. 

I've already gone ahead and checked your box's power levels and channels but there were no issues here. 

Could I ask what TV model you have please?

Could you also check the HDMI ports in your TV and the Virgin Box so see if there is any damage please?

Also, do you have another HDMI cable to use?

Thanks,

Megan_L

[jayr50]

 No it was an old box for newer and we have swapped HDMI leads and connections and the engineer was over the phone Virgin refused to send anyone , this morning the tv took 54 minutes to come on we had to watch apps from tv it’s getting really annoying now 

[Kath_F]

Hi jayr50, 

Thanks for coming back to us on this. 

We're sorry to hear this issue is continuing. Looking at things this end, everything on the box is as it should be. Nothing is showing untoward which is why the teams booked a virtual visit for you. 

As the issue is continuing, I'm happy to book an engineer for you but you do need to be aware that if the fault is found to be with your equipment then you would be charged for the visit. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi jayr50,

Thanks for coming back to via private message to confirm your information. 

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once you log in scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the faults as not being caused by our network/equipment
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
• The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email

Lets us know how the appointment goes. 

Take care.