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Picture problem: image/sound cuts intermitently on TV

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My V6 TV box has worked fine for over 5 years but it has recently become glitchy. When watching any TV channel or app on the TV, the signal will be lost for 1-2 seconds on the TV (HDMI information appears on the TV as if a new device was just connected) and then back to normal for the next 10-15min, until the same problem happens again. This problem will go on forever, there is no way to avoid it now.

I've tried rebooting the TV box and then it'd be ok for a few hours, but the problem always apperas again. I've also changed the HDMI cable but no luck. Has anyone experieced this? Has my TV box reached the end of its life? Help, please!



Very Insightful Person
Very Insightful Person

Hi Sergio,

I see you've changed the HDMI cable, but have you also tried the HDMI in a different port in the TV?

Also check that all the wiring, especially the white coaxial is snug and tight with no kinks.

You can call  150 from a Virgin landline or mobile, or 0345 454 1111, option2 faults but best to call between 8am and 10am to avoid call queues, or late afternoon around tea time

When phoning, don't press any buttons then you should be placed into a queue and an agent should pick up the phone.

They should be able to arrange an engineer visit so they can check everything. The engineer will carry a spare set top box if he decides one is needed.

Or wait a day or two for a member of the forum team to pick this up.

I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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Forum Team
Forum Team

Hi sergiolzn, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear you're having a few issues with your TV Service. 

We've not been able to reach your box to be able to run through diagnostics and this may be because it is switched off. Can you please ensure the box is switched on, post back here to let us know and then leave your box on until we've run the relevant checks. This will allow us to have more of an insight into what's going on 😀

Many thanks, 

Forum Team

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Thanks for your help. The box will be on all day today.