We recently upgraded to the new V6 box. At irregular intervals the output from the V6 box appears to cut out. When this happens, the TV itself displays the standard "no input could be detected" message. Within 10 seconds, the picture and sound return to normal. This morning alone, it happened more than 5 times within an hour.
Please let me know what steps will be taken to resolve this.
To add more detail, hopefully to speed up a response/resolution: the behaviour of the V6 box cutting out, described in original post on Saturday, only seems to affect live TV (not on demand or catch-up).
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I'm sorry to hear that your V6 box keeps cutting out. I've located your account and tried to run some diagnostics on the box, however we're not currently getting any response from the box. Is it switched on at the moment? If so, could you restart it for me and let me know once you've done this or if it is switched off at the minute, let me know once it's powered on? We'll try running the tests again then and find out what's causing this.
I'd also recommend checking that the HDMI cable is in tightly both at the back of the V6 and in your TV and also trying a different HDMI cable if possible.
Thanks for getting back to me. Sometimes we don't get a response from the box if it is in standby at the time we run the diagnostics.
Could you try restarting the box using the On/Off switch at the rear left hand side and let me know once you have done this? We should then be able to run some diagnostics on the box and find out what is causing to happen.
I've ran the diagnostics again and everything looks good at the moment. If the box does cut out again, let me know and i'll take another look at it for you but I'm hopeful that this won't happen again!