Help & Support

Fix Audio and Video problems on Virgin TV

Having some problems with your Virgin TV box? Don’t worry, we’re here to help.

First, please check our Service status page for up to the minute information on known issues in your area.

Select your Virgin TV box to find out more

First, check that the Video Output Settings on your V6 box are set to a format your TV supports – normally either; 720p, 1080i or 2160p.

To do this

  1. Press Home on your remote
  2. Select Help & Settings
  3. Select Settings
  4. Select Video Output
  5. Select Video Output Format
  6. Select Change settings
  7. Select Auto Detect

The Video Output Format screen allows you to test and set the video output format manually. Select Test Formats and then follow the on-screen prompts to test which formats your television can display. The supported formats will be automatically selected in the list of available video formats.

You might want to experiment with all the different video formats that your TV and V6 support. You may find that some formats are better suited to certain shows than others.

If this hasn’t helped, or you don’t have a picture, check below for more help.

If you've just switched on your TV and have no picture, and there’s a red light on the right of your V6 box then your V6 box is in standby. This may happen automatically after four hours. For more details on V6 standby options, or if you want to change them see Standby Settings on your Virgin TV box

So, first thing is to wake up your V6 box. It’s easy to do, just press any of the buttons below on your V6 remote:

  • Home
  • TV
  • Channel Up / Down
  • Any number key
  • Standby / Power

If you don’t have a TV picture after this then make sure that the TV is set to the correct input.

NOTE: The AV button can be marked AV, Source or Input on your remote, or can sometimes be shown as a circle or square with an arrow through it.

If this doesn’t work there may be a connection or lead problem, does your V6 Remote Control LED light up when you change channel using the Channel Up / Down buttons on the remote?

  • If not, check the batteries fully charged and inserted as shown on the diagram in the battery compartment.
  • If so, check the HDMI lead between the box and the TV is connected securely

If your problem is still not resolved then restart your V6 box.

If you see the message ‘HDMI connection not permitted, press OK for more information’ or your picture keeps freezing or blanking, there are a few things you can try to fix this.

Try each of the following steps in this order and check after each to see if you are able to view normally:

  • Check to see if any of the cables at the back of your V6 or TV have come loose. If they have, push them securely into their connections
  • Try disconnecting and reconnecting the HDMI cable from the TV to the V6 box. It sounds odd, but often works!
  • Press Channel Up and Channel Down on your V6 remote
  • With the TV on, switch the V6 box in and out of Standby

If your problem is still not resolved then restart your V6 box.

These bars may have been added by the TV channel broadcaster, your set top box or TV. To make sure it's not a V6 setting you'll need to check two of the settings.

Check the Aspect Correction mode.

  1. Press Home on your remote
  2. Select Help & Settings
  3. Select Settings
  4. Select Video Output
  5. Select Aspect Correction Mode

We normally recommend setting this is set to Panel as this makes sure that all programmes are shown by V6 without any alteration.

When you’re watching older programmes on SD channels you may find that there are bars down the left and right of the screen. If you change the Aspect Correction Mode to Full Screen or Zoom the picture is altered to fill the TV screen.

If you’re watching an older programme on an HD channel, you won’t be able to remove the bars, as these are part of the picture received from the broadcaster.

If you can’t make the changes you wish, check your TV’s manual for further picture options.

Try changing channels, then switch back again.

  • Press Back or Last Ch on your remote to try and re-sync
  • Go to the Home screen, then press TV to go back to live TV
  • Check that all your cable connections are plugged in properly

If your problem is still not resolved then restart your V6 box.

First, if you’re connecting to a HDTV, check that the Video Output Settings on your TiVo box are set to a format your TV supports – normally either 720p or 1080i.

To do this

  1. Press Home on your remote
  2. Select Help & Settings
  3. Select Settings
  4. Select Video Output
  5. Select Video Output Format
  6. Select Auto Detect

The Video Output Format screen allows you to test and set the video output format manually. Select Test Formats and then follow the on-screen prompts to test which formats your television can display. The supported formats will be automatically selected in the list of available video formats.

You might want to experiment with all the different video formats that your TV and TiVo support. You may find that some formats are better suited to certain shows than others.

If this hasn’t helped, or you don’t have a picture, check below for more help.

If you've just switched on your TV and have no picture, and there’s a red light on the left of your TiVo box then your TiVo box is in standby. This may happen automatically after four hours. For more details on TiVo’s standby options, or if you want to change them see Standby Settings on your Virgin TV box.

So, first thing is to wake up your TiVo box. It’s easy to do, just press any of the buttons below on your TiVo remote:

  • Home
  • TV
  • Channel Up / Down
  • Any number key
  • Standby / Power

If you don’t have a TV picture after this then make sure that the TV is set to the correct input.

NOTE: The AV button can be marked AV, Source or Input on your remote, or can sometimes be shown as a circle or square with an arrow through it.

If this doesn’t work there may be a connection or lead problem, does your TiVo Remote Control LED light up when you change channel using the Channel Up / Down buttons on the remote? Does a corresponding light appear on the front of the TiVo box when you press a button?

  • If not, check the batteries fully charged and inserted as shown on the diagram in the battery compartment
  • If so, check the SCART/HDMI lead between the box and the TV is connected securely

If your problem is still not resolved then restart your TiVo box.

If you see the message ‘HDMI connection not permitted, press OK for more information’ or your picture keeps freezing or blanking, there are a few things you can try to fix this.

Try each of the following steps in this order and check after each to see if you are able to view normally:

  • Check to see if any of the cables at the back of your TiVo or TV have come loose. If they have, push them securely into their connections
  • Try disconnecting and reconnecting the HDMI or SCART cable from the TV to the TiVo box. It sounds odd, but often works!
  • Press Channel Up and Channel Down on your TiVo remote
  • With the TV on, switch the TiVo box in and out of Standby

If your problem is still not resolved then restart your TiVo box.

These bars may have been added by the TV channel broadcaster, your set top box or TV. To make sure it's not a TiVo setting you'll need to check two of the settings.

First check the TV Aspect Ratio is set correctly.

  1. Press Home on your remote
  2. Select Help & Settings
  3. Select Settings
  4. Select Video
  5. Select TV Aspect Ratio
  6. Select your TV type

Next check the Aspect Correction mode

We normally recommend setting this is set to Panel as this makes sure that all programmes are shown by TiVo without any alteration.

When you’re watching older programmes on SD channels you may find that there are bars down the left and right of the screen. If you change the Aspect Correction Mode to Full Screen or Zoom the picture is altered to fill the TV screen.

If you’re watching an older programme on an HD channel, you won’t be able to remove the bars, as these are part of the picture received from the broadcaster.

If you can’t make the changes you wish, check your TV’s manual for further picture options.

Try changing channels, then switch back again.

  • Press Back or Last Ch on your remote to try and re-sync
  • Go to the Home screen, then press TV to go back to live TV
  • Check that all your cable connections are plugged in properly

If your problem is still not resolved then restart your TiVo box.

First thing is to check is that your set top box isn’t in standby. For the V and V+ HD boxes, press the power button on your remote, and you should immediately have a TV picture and sound.

If you’ve got a V HD box, it may take longer to come out of its standby options. For more details on the standby options or to change them, see Standby Settings on your Virgin TV box.

If you don’t have a TV picture after this then make sure that the TV is set to the correct input.

NOTE: The AV button can be marked AV, Source or Input on your remote, or can sometimes be shown as a circle or square with an arrow through it.

If this doesn’t work there may be a connection or lead problem, does your V, V HD or V+ HD Remote Control LED light up when you change channel using the Channel Up & Channel Down buttons on the remote? Does a corresponding light appear on the front of the TiVo box when you press a button?

  • If not, check the batteries fully charged and inserted as shown on the diagram in the battery compartment
  • If so, check the SCART / HDMI lead between the box and the TV is connected securely

If your problem is still not resolved then restart your V, V HD or V+ HD box.

There are a number of possibilities – here are a few checks you can make:

  • Have any of the cables at the back of your digital box or television come loose? If so please check that they are all securely pushed into their connections
  • Has your television accidentally been put on mute? We know it sounds obvious, but press the Mute button to see
  • The volume settings on your TV may be set too low. To check, press the Home button from the remote control, choose Settings and then choose Change Display & Audio Settings. Adjust the volume to at least level 7. Press OK to save

If your picture keeps freezing or blanking, there are a few things you can try to fix this.

Try each of the following steps in this order and check after each to see if you are able to view normally:

  • Check to see if any of the cables at the back of your V, V HD or V+ HD or TV have come loose. If they have, push them securely into their connections
  • Try disconnecting and reconnecting the HDMI or SCART cable from the TV to your V, V HD or V+ HD box. It sounds odd, but often works!
  • Press Channel Up and Channel Down on your remote
  • With the TV on, switch the V, V HD or V+ HD box in and out of Standby

If your problem is still not resolved then restart your V, V HD or V+ HD box.