4 weeks ago
We recently had a new V6 box fitted last week.
When we try to watch tv via an app or catch-up, the screen is totally black and no service.
No error codes displayed.
Can anyone help?
You've not said, but I presume live TV channels are ok?
Are you watching on a 4K/UHD TV?
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Yes sorry live channels are fine. Everything works on the other box I have.
The issue is non-live channels on the newly installed V6 box
When you say "newly installed", is this multiroom or a fault replacement?
The two obvious thoughts that follow from that - are possibly an activation issue, but I'd expect live channels to give an error message sooner or later - which you've not mentioned.
Or a problem with streaming. Can you try following Home > Help & Settings > Help > TV Care > (top of screen) > TV Speed test. See if this completes.
When you try to watch an OnDemand programme, do the lead-in adverts play, and then a blank screen? Or just blank screen from the off?
If you try loading the BBC iPlayer from the apps menu, does the banner load?
There may always be the option of swapping your 2 V6's around and see if the fault follows, but let's try these basics first.
3 weeks ago
Welcome back to our Community. We really appreciate you posting again.
We're sorry to hear that you're experiencing an issue with one of your V6 boxes.
Can you keep us updated on your issue by letting us know if the tests and troubleshooting information provided by @japitts helped?
Can you tell us if a reboot of your TV box helped the situation at all?
Please keep us updated. We're more than happy to help.
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