on 12-02-2023 16:01
Keep getting no picture but sound , the tv is working as fire stick is fine , but often with virgin I have sound but no picture at all not even menu comes up , to fix I have to turn off at wall and let it reset but it’s happening more and more any ideas
on 12-02-2023 18:02
Sounds like an HDMI handshake issue - have you proven both the HDMI cable and the port on your TV as OK?
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on 12-02-2023 20:41
Yeah I put a new hdmi lead in about a week ago but it happened again tonight , I think it must be the Virgin box as it never happens with anything else like dvd player , fire stick
on 15-02-2023 10:26
Sorry to hear of the set top box issues and problems regarding audio, we appreciate you taking the time to raise this via the forums and welcome to the community.
From checking the connection and equipment, one set top box is showing as unreachable, this may be due to it being turned off or another issue. Can you please check the set top box you're experiencing the issue is turned on so we can check again?
If it is the same we will need to send you a Private Message to get this looked into further as it may be a box issue. Do you get any error messages on that box?
on 15-02-2023 20:55
Both boxes are turned on but I’m having problems with both boxes
the downstairs (original ) keeps having the no picture but sound happen
the upstairs one all the sound on apps like Netflix and Amazon is really strange
on 18-02-2023 10:07
Thank you for your reply nessriggers.
It looks like the equipment is still showing as having some problems so I have gone ahead and booked a visit for a technician to look in to this further.
I have selected a slot for you but you can view this or reschedule the appointment via your online account here.
If you have any issues at all, please do pop back and let us know and we will be happy to assist further.