Sound, but No picture

[Clare11]

Hi

We seem to have an issue with our Virgin TV box as when we turn it on we get sound but no picture at all.

I have checked all the cables and nothing seems to make a difference.

I know it’s not the TV as when we plug in our Firestick it works. 

Any ideas?

[Anonymous]

You may need to a new box https://community.virginmedia.com/t5/Virgin-TV-V6/Sound-but-no-picture/m-p/4986996 

[japitts]

As per post-2 in the linked thread...

When you say "no picture", is this on live TV? Recordings? OnDemand?

Do you still see the V6's UI and menu system? If you see the menu system, then it's potentially an issue with the source material. If you don't, then you have a video output issue and there's a couple of things can be attempted before you go nuclear.

[Clare11]

Thanks for the reply japitts.

There is no menu, just a black screen. Would be grateful to hear what suggestions you have I can try.

Many thanks! 

[japitts]

First check the obvious.. another HDMI lead in the same port on your TV, and another known working port. That rules out an issue with the HDMI lead/port.

A video output self-test is part of the box's startup sequence.. so if you power the V6 down using the rocker-switch and restart.. do you get the "Welcome", "Starting up" graphics?

[Papajwalsh]

Hi Cardiff.  Apologies, but I didn't see your message until now about my issue.  It turned out to be the TV itself.  Once replaced, problem solved.

Thanks for the advice!