UHD

[GarryE]

Stopped receiving UHD channels, all are coming up HD, impossible to get someone on the phone to fix this, done all the usual, re boot, etc, still no luck, yes a pay for them so why am I not getting them, beyond frustrated, any help would be most welcome

[ozsat]

In the setting menu ensure your have video output 2160p also ticked.

[GarryE]

Tried that first, won’t let me

[GarryE]

Saying it’s not supported

[GarryE]

Got through on phone, said there is issues until 10th Feb, but website says area has no issues, can someone at Virgin sort it out, mixed messages or what

[japitts]

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@GarryE wrote:

Stopped receiving UHD channels, all are coming up HD, impossible to get someone on the phone to fix this, done all the usual, re boot, etc, still no luck, yes a pay for them so why am I not getting them, beyond frustrated, any help would be most welcome

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These two statements could be contradictory - you are either receiving UHD channels (albeit with a problem) or not.

Are you getting an error message/code when you choose a UHD broadcast channel? Or are you able to view them, but they are being downscaled to HD?

Which UHD channel(s), specifically, are you having problems with?

[Ernie_C]

Not an issue on my TV 360. Channel 532 showing the biathlon in HLG, as reported by my TV.

[GarryE]

Hi, can’t get any uhd channels, virgin channel, bt sport ultimate, all showing in hd, when I tried to change in settings it told me 2160 wasn’t available, so I phoned and they said there was work getting carried out and it won’t be fixed till the 10th, . The website says there is no known problems in my area, but guy on phone says there is, hope this is a bit clearer, basically I have to wait 5 days till it works

[japitts]

So what happens when you select a UHD channel?

It would help us advise, if you can be specific about which channels aren't working, and what error codes you're presented with?

The only scenario that you won't get an error code is if you're able to view these channels, but the issue is with the HD/UHD resolution.

[newapollo]

Hi @GarryE 

Have you tried using a different HDMI cable? It should be HDCP2.2 compliant.

Also try connecting the HDMI cable to another HDMI port on your TV.