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black screen no sound

markpost
Joining in

on ‎05-07-2022 17:58

have had no picture but sound since Saturday lunchtime.  I've phoned 150 and it just says there working on the problem.  Any idea when it will be fixed.

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13 REPLIES 13

japitts
Very Insightful Person
Very Insightful Person

‎05-07-2022 18:30 - edited ‎05-07-2022 18:31

This is unlikely to be an area fault, but more info would be useful to help further.

Do you have the TiVo/V6 menu system, or no video output at all? Can you view OnDemand, or is this affecting live broadcast channels?

Have you tried restarting your V6, and do you get the "Welcome" > "Starting up" messages?

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markpost
Joining in
In response to japitts

on ‎05-07-2022 18:45

hi

yes I have all the menus, and I can access YouTube ext through the vrigin media but have no picture but sound when trying to watch live tv or a recorded programe.

 

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japitts
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Very Insightful Person
In response to markpost

‎05-07-2022 19:14 - edited ‎05-07-2022 19:15

What happens if you try changing channels or using OnDemand?

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markpost
Joining in
In response to japitts

on ‎05-07-2022 19:40

If I change channels I still get no picture but sound.  If I press the red button on bbc it takes me through to the I player with picture and sound.

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japitts
Very Insightful Person
Very Insightful Person
In response to markpost

on ‎05-07-2022 19:42

Ok... do you get any onscreen popup or error message on live TV? If this is a signal issue you should.

And if it's not a signal issue, then it's either a video output problem (VoD works so it can't be) or a temporary glitch (which a reboot should solve)

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markpost
Joining in
In response to japitts

on ‎05-07-2022 20:04

hi i get no popup or error message. I've turned off and turned back on again multiple times, once leaving it 10 minutes before turning it back on again.
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newapollo
Very Insightful Person
Very Insightful Person
In response to markpost

on ‎05-07-2022 20:44

Hi @markpost 

This is possibly an HDMI problem.

Have you tried removing the HDMI cable from both your TV and the V6 and then reinserting it.

I would also try a different HDMI port on the TV if possible.

Also try a different known working HDMI cable.

 

Dave
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markpost
Joining in
In response to newapollo

on ‎05-07-2022 21:08

yes done all of that tried a different cable, different hdmi slots on the tv, turned the box off and taken the cables out the turned the box on again and then put the cables back in again. Checked the video format through the virgin media settings and that detected all formats.
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David_Bn
Forum Team
Forum Team
In response to markpost

on ‎08-07-2022 09:33

Good Morning @markpost, thanks for your post on our Community Forums, and a very warm welcome to you!

Sorry to hear of the issues with the picture on Live TV and on Recordings.

I understand that you've since been able to speak to our team on this matter.

Do please feel free to update us when you have some free time.

Kindest regards,

David_Bn

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