Virgin Media Community

[George777]

Hi

Are you still getting this error code? I am in the same boat as you. Customer services has been VERY unhelpful. 

it seems to work after I switch it off by the mains for an hour or two, but after that it stops working again

[George777]

Hi Gareth 

I have been getting this error code for a few months now. I have tried ringing customer service. They all tell me to turn the set top box off. That works for a few hours then it stops again. 

Im getting very frustrated at the moment as I can’t seem to get through to anyone that actually knows what is going on

Can you please help me?

[theinternetguy]

Hello @George777 

Have a look at this link. It shows what the error code means and how to solve it. 

Could you please tell me what the customer services told you to do to resolve this as what you are doing/what’s on the screen when the error shows up to see if I could give any extra tips. 

Hope this helps 😊

[theinternetguy]

UPDATE: the link above does work, VM are just doing works on the site at the moment. Sorry. 

[japitts]

Hi @George777 

Rather than post the same question in multiple places, it's far easier if you can keep your replies to one post 😉

Are you watching on a 4K UHD TV? Or a Samsung TV?

[George777]

Hi

Yes I have a Samsung 4k tv. Q95t. 

[George777]

Hello @theinternetguy

It happens when ever I try watch anything on demand. Customer service have told me to turn it off and on. That is a temporary fix. They have also said they have sent a signal down the line to fix it. They have also said there is a known issue in my area that they are trying to fix. 

[theinternetguy]

Hi again @George777

I have just pulled this from Virgin Media’s Help pages. Have a look. 

Does your Ultra HD 4K TV support HDCP 2.2?

You may need to refer to your TV manual to help identify which HDMI port this is.

IF IT DOES:

Check you are connected to the correct HDMI port

Make sure the TV box is connected to the HDMI port on your TV that supports HDCP 2.2.

Tip: To get the best picture make sure you are using a High Speed HDMI cable and you are connecting the TV box directly into the TV.

IF IT DOES NOT:

Change the video settings on the TV box

As your TV does not support HDCP 2.2 you need to change the video settings on the TV box to output in HD.

1. Select Home
2. Select Home and Settings
3. Select Settings
4. Select Video Output
5. Select Video Output Format
6. Untick the box 2160p resolution and make sure the 1080p box is ticked
7. Select Continue
8. Press Thumbs Up 3 times to save the new settings
   
   

Hope this helps 😊

[George777]

@theinternetguy

i can’t find any mention of hdcp in the manual. It’s a 2020 Samsung so I am assuming it is hdcp 2.2. However I will try the settings you suggested. I will have to do it later this evening though as I have had it unplugged over night, so it should be temporarily working at the moment

[George777]

@japitts

what’s the issue with Samsung TVs as I have one and I can’t watch on demand 

Cheers