No sound and no TV picture (via V6 box)

[DancinDiva]

I have raised this again as it is now a sound and picture problem (I can't update the original post or delete it).At first there was just an issue with no sound - but not a TV problem as this was only happening through VM V6. If I went  through just the TV signal, I had sound. 

When I next switched on the TV, I didn't have any TV program picture - I still had the TV guide, information bars etc. I rebooted everything and it is still the same problem with no sound or program picture so I booked an engineer visit.I decided to unplug and clean everything before the engineers visit including vacuuming  the top vent/grill on V6 box and hey presto! sound and TV program pictures restored. So I cancelled the engineers visit.

However, since then when I switch the TV on, there is either no sound and/or the TV program picture was in florescent shades of colour or no picture at all. Subsequent reboots do not clear the faults. It's not the TV as program guide screen OK and without V6 box, again it's OK. I tried to phone VM but the offices are closed. 

I tried running the service status check and it says ‘There are issues affecting your TV service’ It then displayed Follow our steps to check the TV box and get things fixed quickly and I click on the Get started button but I get a blank screen (see below), so that's no help either. 

So I am trying to book an engineer visit and each screen tries to check service/equipment - It's now saying 'Sorry the box isn't connecting right now', clicked on  'Get started' followed instructions but eventually stuck with this screen 

I can't seem to book an engineer appointment although I have tried various routes and keep coming up with checking services sequence and then the blank screen again. (I tried the 'Manage/change appointment' options but without an initial appointment booking, I keep going round in circles and get nowhere!

Clicking on other links I found a screen saying 'Our checks have detected an issue with this box: Smartcard provisioning issue' So I followed the instruction then it said it was running checks and requested reboot of hub. This I did and lost everything on the screen. Tried to get back in and saw a chat option p- Then I went through the chat process but after keying in short description as requested, the chat box disappeared. 

So after wasting my time for most of this evening, I am giving up and hope I can speak to a human in the morning.  

BTW I also notice on one of the service status screens there is a message in Upcoming events "Your new Hub is on its way The Hub should be delivered by" but if I click on that, nothing happens/no date! 

[DancinDiva]

I returned home today and switched on my TV  but no sound. This only happens through VM V6 (sorrry I thought it was Tivo but it's not). If I go through just the TV signal, I have sound. 

Rebooted everything and it is still the same. 

Does anyone else have the same issue? Or know of a solution? 

[newapollo]

Hi @DancinDiva 

Is you V6 connected directly to the TV for sound, or are you using a soundbar/amplifier?

Have you tried a different HDMI cable?

Have you tried the online walkthrough for sound errors? /tv-faults/api-error 

I'm going back 4 years or so but I did have a problem with having no sound on my V6 then.  REbooting didn't work, nor did trying a different HDMI cable.

I did fix it in the end though, and oddly it was all due to my cabling.  It's like spaghetti junction behind my TV, so I thought this is going to take a tech visit, I'de better tidy everything up. I removed all devices from the mains (TV, V6, Switch games console etc) and also removed all ethernet cables, HDMI cables etc. Once everything was nice and tidy, free from any kinks etc I switched on and the sound was back. Mind you I was cream-crackered lol

[DancinDiva]

And now no picture on TV programs - i.e still get display bar and TV guide etc, on screen

[newapollo]

Hi again @DancinDiva 

Have you used the /check-services/   function? You can also a run a test on your equipment from there, and the automated fault system may be able to fix the issue. Also if it's a widespread issue and not just your connection it will show up on here. 

If nothing is showing  you could also try the automated Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

[DancinDiva]

I tried the check service link but  because I now have an engineer booked, it won't let me look at service status!

[DancinDiva]

Update 19/10/24:

Yesterday I decided to unplug and clean everything before the engineers visit including vacuuming  the top vent/grill on V6 box and hey presto! sound and TV program pictures restored. So I cancelled the engineers visit. 

However, this morning, I switched the TV on and once again there was no sound and the TV program picture was in florescent shades of colour!. It's not the TV as program guide screen OK and without V6 box, again it's OK. 

I rebooted the V6 box and all is OK yet again but I suspect, I will be calling the engineer out if this keeps happening. 

I have also checked service status and it returned the message 'The TV box is having broadband connection issues.

p.s. does anyone know how to edit the original post rather than add replies?

[DancinDiva]

Thanks I have tried that and whilst it worked for a while, it is back to no sound or picture. 

I think I will close this issue and raise it as it's not just sound that is the problem.

[Gareth_L]

Hello DancinDiva,

Thanks for your post.

Sorry to hear about the sound and picture issues with your V6 box.

Normally from here, we ask customers to try this and try that. After reading your replies I think it's best that we arrange for an engineer visit.

If you don't mind, I’ll need to send you a private message to pass security. 
If you can check the logo top right of your screen that would be great. 
Regards     
Gareth_L
 

[Gareth_L · Accepted solution]

Hello DancinDiva.

Thanks for letting me know an engineer has been out and replaced your box.

If you need anything else at all, please let us know.

Gareth_L