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Darcy68
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No catch up or on demand on my v6 box

The on demand and catch up has stopped working on my v6 box. I have tried everything... rebooting the box, checking every cable and connection, run diagnostics tests on the box and everything is working properly and all tests are coming back as successful. There are no known issues in my area from the service status page, and my other box (TiVo) is all working fine. So I am completely at a loss now.

I have also just been disconnected for the fourth time after spending at least 50 minutes each time on hold to virgin. 

Can anyone help?

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japitts
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Message 2 of 10
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Re: No catch up or on demand on my v6 box

Video On Demand services use the internet to connect, so "back to basics", is your box's internet connection working? Are you using Ethernet or WiFi to connect your V6 to your homehub?

If you follow Home > Help & Settings > Settings > Network, in the top-right, does your box report "Connected"?

And what's happening with your VOD? You've not actually said how it's not working - are you getting any error messages, for example?

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Aszrayel
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Message 3 of 10
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Re: No catch up or on demand on my v6 box

The last three evenings on demand (streaming) has not worked. Amazon, Boxsets etc. All we get is the old Black Screen Of Death. Something is wrong. It's not our broadband.

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Darcy68
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Message 4 of 10
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Re: No catch up or on demand on my v6 box

When I choose something to watch on catch up or on demand, the virgin intro plays then the screen just goes black. I’ve tried this a few times with different programmes and it does the same on each one and there are no error messages appearing on screen. I can watch recorded programmes but that is it.

The box is connected to my router with an Ethernet cable and I have run the test in network settings a few times and each time it says connected with my IP address etc showing on screen.

Everything has been working perfectly since the box was installed in April/May with no changes being made etc. This issue started a couple of weeks ago.

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japitts
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Message 5 of 10
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Re: No catch up or on demand on my v6 box

@Darcy68 

Are you using a 4K UHD TV by any chance? If so, what's the make & model?

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Darcy68
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Re: No catch up or on demand on my v6 box

Hi,

yes we do have a ultra HD TV it’s an LG MODEL NO: 55UB820V - ZH

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japitts
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Message 7 of 10
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Re: No catch up or on demand on my v6 box

On that TV, your V6 needs to be ideally connected to HDMI port 1.

Try that and see if VOD works.

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Darcy68
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Message 8 of 10
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Re: No catch up or on demand on my v6 box

OMG! It’s working. Thankyou so much! I can’t believe I have spent so long trying to get this sorted and you have helped me sort it after asking a couple of questions. Much appreciated.
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aspeed950
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Message 9 of 10
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Re: No catch up or on demand on my v6 box

After an immensely frustrating three days following the VM troubleshooting guidance, purchasing my own Powerline ethernet boosters, then being advised to return to WiFi and checking every avenue on the Broadband I came across this sage advice. And it worked.

Kudos to japitts despite his Bath allegiance.

Why doesn't VM tell you this stuff?
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BenMcr
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Message 10 of 10
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Re: No catch up or on demand on my v6 box

They should do but it does depend on what you do or don't see when it happens.

All these help instructions cover the HDCP 2.2 and HDMI input checks with 4k kit.

https://www.virginmedia.com/help/virgin-tv-error-codes/603
https://www.virginmedia.com/help/virgin-tv-error-codes/604
https://www.virginmedia.com/help/virgin-tv-watching-4k-ultra-hd-content

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I work for Virgin Media - but all opinions posted here are my own
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