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Momone
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no picture but sound with my youtube app on V6 box

Hi,

Since I have started using Virgin about a month ago, I have not been able to watch youtube on the V6 box. Everytime I select a video, I can only hear the sounds but the screen always stays black. I have tried to change the image resolution from the app, without success. Netflix works well with V6 however, and I can watch the regular channels without any issues. Can someone please help?

 

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Forum Team (Retired) Rose_B
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Re: no picture but sound with my youtube app on V6 box

Hi Momone,

Thanks for posting on the community.

I can see that you've tried to change the resolution on the app but have you also tried changing the resolution on your V6?

You can find out how to do this on our help page here.

Please let me know

Rose
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Momone
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Re: no picture but sound with my youtube app on V6 box

Hi Rose,

Yes I have also tried to change the Video Output Format setting on the V6 ( auto correct settings and others) but the screen always stayed black when I tried to watch a video on YouTube.

Cheers,

Aymone

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Forum Team (Retired) Louise_F
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Re: no picture but sound with my youtube app on V6 box

Hi Aymone,

Thank you for taking the time to post back in the Community.

I'm sorry to hear your having an issues with You Tube giving you a blank screen when selecting a video.

I have located your account using your Forum details to try and run a test on the box for you but I have been unable to make a connection as the box is showing as offline at the moment.

Can you please advise if the box was powered on at the time of my post?

Have you tried rebooting the box and the Hub to see if this helps?

Hope to hear from you soon.

Take care,

Louise

 


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Momone
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Re: no picture but sound with my youtube app on V6 box

Hi Louise,

My V6 box was off today, I have just turned it on as I am back from work. Thisofht be why the box was offline?

It is now on so feel free to run a test of you can.

No I have not rebooted the box nor the hub. How do I do this? Which one should I reboot first?

Best,

Momone

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Forum Team (Retired) Louise_F
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Re: no picture but sound with my youtube app on V6 box

Hi Momone,

Thank you for getting back to me so quickly on this.

I have had a look at this again for you and everything is looking good from here.

I have raised a ticket for our technical team to investigate this for you and you should have a call back within 72 hours.

If you have a preferred number for the team to call you on pop me a private message here with the number so I can add that to the account for you.

Take care,

Louise


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Forum Team (Retired) Louise_F
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Re: no picture but sound with my youtube app on V6 box

Hi Momone,

Thank you for getting back to me with this information.

I have updated the ticket with this for you and someone will be in touch soon for this issue.

Take care,

Louise


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Momone
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Message 8 of 13
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Re: no picture but sound with my youtube app on V6 box

Hi Louise,

I have still not received any calls from technical support, could you please ask them to try asap? I have resarted the V6 box and tried different video output without success. 

Best regards,

Momone

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Forum Team (Retired) Rose_B
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Re: no picture but sound with my youtube app on V6 box

Hi Momone,

Thanks for getting back to us.

I can see that the team have been trying to contact you so I hope this has been resolved.

Please let me know if there's any problems.

Kind regards

Rose
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Momone
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Message 10 of 13
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Re: no picture but sound with my youtube app on V6 box

Hello Rose,

No I haven't been contacted since. I also no missed calls on my movile phone . Could you please ask them to try and contact me again?

Best regards

Momone

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