on 27-04-2021 23:55
Hi,
More and more recently I am experiencing a black unresponsive screen when loading apps such as Netflix or YouTube. I often have to reboot the V6.
My Roku works fine. I wondered what the cause might be.
Thanks
Answered! Go to Answer
on 09-05-2021 23:38
Virgin supply your home with a broadband connection. Your router converts that broadband into Ethernet & WiFi connections which your devices connect to.
This section of the board covers TV issues, and there's a separate board here where WiFi issues can be explored in much more detail. In short though - if your broadband connection fails for whatever reason, then that will affect all onward connections.
I'd strongly recommend spending 10 minutes setting up a free BQM which monitors your broadband line 24/7 and will assist in identifying connection issues and also telling them apart from WiFi router problems.
Feel free to drop a post in the WiFi board if you want to discuss those issues in more detail.
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on 28-04-2021 09:09
Does the app load first, and then give a blank screen? or just not load?
Can you still use OnDemand?
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on 28-04-2021 10:43
Hi
Thanks for replying.
Netflix flashes up then returns to the app meno. Iplayer just freezes. YouTube is the same.
Network says 48% marginal
Test connection is successful
Thanks
on 28-04-2021 11:29
@Loosecanons wrote:Network says 48% marginal
If, by this, you mean the WiFi signal strength in the V6 network connections screen, then there's probably the underlying issue.
This could cause various issues with OnDemand & streaming, and the apps not loading could just be another one of those.
Has it always been like this?
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on 28-04-2021 13:17
Hi
No it hasn't always been like this. Yes that's my WiFi strength. 47% now.
It seems to have coincided with the 'hub upgrade' that was automatically applied last month that has caused intermittent drops on WiFi
My family use their mobile data usage as WiFi is too unreliable.
We also have 10m cables running as well now.
I'll try a different frequency for the V6 as it's on 5 GHz at the moment
Thanks
on 29-04-2021 16:03
on 05-05-2021 20:39
Hi sorry for the delay.
All apps were going black. However something has changed as they are all fine.
Unfortunately the TV is pixelating a lot and for some reason the 5Ghz WiFi was disabled.
No idea why
on 05-05-2021 20:45
@Loosecanons wrote:Unfortunately the TV is pixelating a lot
Pixellation on live TV is often a signal fault, if a single reboot fails to resolve.
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on 06-05-2021 13:38
Hi Loosecanons,
Thanks for using the forums to get this issue with your TV services looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.
I am glad to hear the problem with your Apps has rectified itself now, but as with most technology - when one thing gets fixed, something else becomes broken! Lol
I've already taken the time to look into your services and can see Japitts was correct, your set top box's specs are in need of an engineer as they are out of balance.
I've booked an engineer for you now for the earliest time slot, you can see it on your Online Account and even change it if it's not suitable 🙂
Please let us know how the visit goes!
Thanks,
Megan_L
on 06-05-2021 19:13
Hi
Thanks for looking into this. It's interesting that something seems wrong.
Is it a coincidence that my WiFi rebooted last night and 5Ghz returned?
Thanks for booking an engineer. I'll take a look at my account
Thank you 😊