Virgin Media Community

[simwright]

Hi,

My V6 box has suddenly switched to very poor resolution and no sound, running tests on the kit says it might have something wrong with it but I've had trouble getting through to customer services. 

Is it possible the box has failed?

[japitts]

It's odd for a V6 to change the resolution without some intervention.

You can change the resolution by following Home > Help & Settings > Settings > Video output.

Occasionally the V6 may need to be restarted for your TV to pick up new settings. Home > Help & Settings > Clear or restart.

[simwright]

Thanks for the info Japitts, I tried manually changing the resolution back, tweaking the sound settings, turning it off and on again via the switch at the back and rebooting from the menu several times. It always end up with the same result..

Anything else to try?

[newapollo]

Hi simwright,

Have you tried a different HDMI cable ? Also a different HDMI slot on your TV?

[japitts]

(Edited after posts crossed)

As well as trying the HDMI swap....

Assuming you've got at least an HD-TV, can you enable 720 & 1080i in the video settings? Can you get a tick in the boxes?

[simwright]

Tried a different HMDI lead today, no change.

I can manually select different resolution in the settings and it will detect them when running the test, but when setting it to default and use the most appropriate it selects 520? I think it was.

Even when manually setting it's poor quality and still no sound. 

[Roger_Gooner]

What's the make and model of your TV?

[simwright]

Phillips Ambilight 70PUS9005 I believe

[Roger_Gooner]

The 70PUS9005 is a 4K TV, so the V6 should automatically detect a resolution of 2160p. If you've changed the HDMI input and cable I suggest a V6 swap as it does sometimes happen that a TV and a box just don't work together.

[simwright]

I did wonder if it had failed, it just stopped working the other day and has been working fine with this TV since I bought it about 8 months ago, and the TV before