Black screen - Samsung TV and V6 box

[colinkay]

I have a Samsung Neo QLED QN95A and V6 box. 

Watching content from the internet via the TV's smart functionality is fine. But when I attempt to watch content from the V6 box - live TV, recordings,  catch up and on demand - I get sound but a black screen. 

Samsung say the TV is ok. Virgin say the V6 box is ok. The correct HDMI cables are being used, and I have tried the different ports without success. 

Any idea how to solve this as it's extremely frustrating. 

[Ashleigh_C]

I'm so sorry to hear this @Leeri37 was this discussed via a phone call with our customer service team? 

Why did they say they needed to speak with Samsung? Have they stated the box is not compatible with the TV? 

Thank you.