Tv not recognising V6

[LizW1]

Since getting an updated package with a new "deal",  I have experienced problems with my Samsung TV intermittently  not recognising my V6 box. I check the source, cables etc and end up re booting v6.Sometimes it works, sometimes it doesn't,  sometimes there is no sound but a picture.  The TV is fine, works happily as a Smart TV with prime, apps or you tube,  so I know its the V6 that is causing the problem. The TV is pretty new but  V6 is getting on a bit. I rang virgin and after advisor ran rests, booked an engineer, ..I turned TV off and on again, sound came back, so I cancelled engineer. With an intermittent problem , an engineer is no good. I would like a new box and want to find out, how to contact Virgin to request a new free replacement as I'm getting tired of re booting as this is not what I'm paying good money for. Any advice on how to contact Virgin by email ?

TIA

[japitts]

A package change won't have had any impact on your V6 software, neither do VM have an email contact.

What outcome was there from your "check the source, cables etc" - did a known good HDMI lead behave the same way when you used it to connect your V6 to TV? Same for using another HDMI port on your TV.

If your V6 is the source of the fault, it'll be an engineer visit that diagnoses it as such - VM don't just send out replacement boxes as you might be hoping.

[LizW1]

Just a coincidence then, seeing as I had no problems before. ?

New hdmi cable and already tried new hdmi port. I will just have to wait until it happens again and arrange another engineer in the hope the problem is active at the time of their visit.  I don't want to waste a day's annual leave from work when the problem is intermittent and an engineer is likely to be unable to fix an intermittent problem.

Unfortunately,  I have little faith as there seems to be many problems like mine with the V 6 box  when you do a little on line research.

But thanks for replying anyway, it's appreciated 

[japitts]

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@LizW1 wrote:

Just a coincidence then, seeing as I had no problems before. ?

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Absolutely, yes that's the most likely reason.

And there's certainly no more issues with the V6 than with any other household electronic kit. You might have been reading about other VM TV boxes that have been recently released, but the V6 is actually very stable software.

[LizW1]

Well it's happening every other day now and its not convenient to have to keep unplugging the v6 box, waiting for it to boot and connect, then when it does come back up, there's no sound, so i have to unplug the TV wait 30 secs, plug that back in to get sound. I pay alot of money for this and I shouldn't have to do this at the end of a working day when I come home and want to relax.  Something must be wrong somewhere, and I'm totally honest in saying, this NEVER happened before my upgrade., coincidence or not.  Not sure an engineer will solve it as its so unpredictable when it will happen. I want to arrange an engineer visit to come out anyway, if nothing else but to swap the v6 box to a newer one. This one is from when they started rolling them out to customers for free. I also have to disagree, I've read about  plenty of issues with the v6 box that virgin customers haven't been happy with. I know the difference between tivo, v6 and the 360 when i read about  it, and there are plenty of comments, concerns on this forum from unhappy customers in relation to the v6..  I don't want to keep being fobbed off either with having to reboot my v6 continuously each time it fails to connect. 

Thank you anyway for replying

[RazziB · Accepted solution]

Hi Liz

I had exactly the same issue when I first received my V6 box a few years ago.

My LG 4K TV worked perfectly with every other piece of equipment I had then - 

Virgin Media TiVo, Playstation, Freeview HDD recorder, Android TV box, PC, bluray player,

no issues ever.

My new V6 replaced the old TiVo, but more often than not when switching things on my TV could not see any signal from the V6 box.

I was informed by someone on another forum that when HDMI devices switch on they send various signals to determine the capabilities of the receiving equipment (monitor or TV) so they can then choose the best resolution to use, much like PCs a very long time ago used to send similar signals over the green pin of the VGA cable.

Anyway, long story short (too late!) this signal from the V6 sometimes seems to be sent before the TV was ready for it.

So the fix was to always switch my TV on first, wait a few seconds, then switch the V6 on.

The 'no signal' issue now almost never happens, maybe twice a year.

Hope it helps, hope you get it sorted!

[LizW1]

Thank you for your explanation and advice from your personal experience.  Its refreshing to receive your comment and I will certainly give this a go. You kinda get sick of being fobbed off with reboot etc, but your suggestion is valid and worth trying. I appreciate your time 

[RazziB]

Thanks!

I can't guarantee that it will work for you, but it worked for me so always worth a try.

Good luck!

[Ilyas_Y]

Hey @LizW1, thanks for reaching back out on the Virgin Media forums.

May I ask if the advice given on the thread has worked for you and that everything is resolved?
Let us know.

Kind regards.

[LizW1]

Hi. Ilyas

No, sadly, it's still happening intermittently.  It's a bit of a pain and from research it's not always solved by an engineer, I'm.monitoring the situation and will call virgin help with an engineer visit soon I think