topic Re: Black screen with sound with Virgin V6 box in TV

Black screen with sound with Virgin V6 box

Leon68 — Fri, 22 May 2020 08:41:19 GMT

Hi all,

I decided to upgrade my old Samsung smart TV and purchased a UE43RU7400UXXU, nice upgrade, I have Virgin and a TiVO V6 box, I had no issues with my old TV and everything was fine with my new TV until about 3/4 weeks ago, when switching on there was Sound and all the Virgin Menu's were on screen but the screen was blank not showing the picture, after powering down and reset numerous times, changed the HDMI leads and different ports on TV, Changed Video settings down to 1080 pass through, even tried changing the Ethernet cable(To say i did it if needing to talk Virgin), checked the Virgin forum and loads were saying they had issues with this after Firmware updates on TV's, reset the TV and Hey Presto all good again, Sorry but this was not the end of it, this morning, 2 days after doing that it happened again, so initially i disconnected the V6 and waited but this did not cure it, so unplugged the TV for a few minutes and everything was OK, Finally had a Picture to go with the sound, can anyone shed any light on this or if anybody from Samsung is reading these posts help out, my latest Software update is 1356 and there a no further updates to install.

Re: Black screen with sound with Virgin V6 box

ChrisM — Sat, 23 May 2020 14:28:10 GMT

Hi @Leon68

That's very strange! We've checked the software version of your TV and it does have the latest version. It does seem strange that you're getting the Vigin menu on screen but no picture, which obviously means that there is a connection to your Virgin box. Have you spoken directly to Virgin regarding this? Do you have anything else connected to the TV, such as a Blu-ray player, and if so, is that displaying correctly?

Re: Black screen with sound with Virgin V6 box

Leon68 — Sat, 23 May 2020 17:54:32 GMT

Hi @ChrisM,

Thanks for the reply, yes i have a Firestick that works, this is the strange part, as I said the last time it happened I reset the V6 box completely, all coms leads and power, this did not resolve the problem, it was when i unplugged the TV for a while, when plugged back in and powered up all was fine.

Trust me, I've been in the ring a few times with Virgin/Ntl over the years and always check everything before ringing up, I can understand if there is a coms issue between the two units but if the V6 was at fault the fault should have cleared when powering the V6 box back up.

Re: Black screen with sound with Virgin V6 box

Andydunwoodie — Thu, 04 Jun 2020 14:04:01 GMT

This also happens with my 75 inch 4k too. Every day I have to unplug all hdmi leads, turn tv on then put back in the hdmi leads. Most of the time this works. I also have a v6 box, I thought it was my v6 box but the problem also happens with ps4 pro. I've top of the range hdmi leads too. After about 6 weeks of back and forwards with Samsung help team they finally sent someone out. They replaced the motherboard and the problem was working.... for 3 month, then the problem was back.

I have 2 other samsung TV's and there both fine

Re: Black screen with sound with Virgin V6 box

Leon68 — Thu, 04 Jun 2020 16:56:21 GMT

Hi Andy,

Thanks for the reply, seems that there may be an issue with some parts Samsung are using, it's happened a few times since posting and I now go straight to the TV, believe it or not but sometimes when it happens I can turn it off using the remote, wait a few minutes and it comes on.

Initially I thought it may be a Heatsink issue on one of the boards as it happened after i was using it for a while, shut off for lunch then when turned back on it was in error, but also happens when it's been off for sometime like overnight, dodgy ribbon cable, dry joint, shoddy parts, take your pick.

It doesent bode well if Samsung repaired your TV and the repair lasted 3 months, like you i have other Samsung TV's that are OK but wanted a 4K and now wish I hadn't bothered.

SAMSUNG, PLEASE SORT OUR TELEVISIONS OUT....................................................

Re: Black screen with sound with Virgin V6 box

Joel1984 — Thu, 09 Jul 2020 09:57:47 GMT

Was there any resolution to this as this is happening to me had Virgin out and they say it's the tv

Re: Black screen with sound with Virgin V6 box

Leon68 — Thu, 09 Jul 2020 10:27:02 GMT

Hi Joel,

Unfortunately not, i have not been in touch with Virgin as the V6 is OK according to the diagnostics on the "Service Status" page when logging in to your Virgin account. This is a strange issue and i honestly believe that Virgin and Samsung are to blame, there is obvioulsly an issue with the "New" V6 TiVo and Newer Samsung TV's, not sure about other makes, neither party will put their hands up, too many posts on these forums and Virgin forums for it to be localised to one or the other, there must be configuration issues with the two interfaces.

Funnily enough this had not happened for a while then it happened twice last night, all i do now is turn the TV off with the remote, wait about 2-3 minutes and turn it back on, no resetting, no unplugging, after switching on it will work.

I'm a Maintenance Engineer and work on CNC controlled machinery and this definatly seems to be a corruption between the interfaces and i expect it will go on. Sorry.

Re: Black screen with sound with Virgin V6 box

se0naid — Sun, 29 Nov 2020 23:11:00 GMT

been having this issue with the Samsung TV for about 18 months now. virgin have said it isn't there problem, its something with the tele.

Re: Black screen with sound with Virgin V6 box

Leon68 — Mon, 30 Nov 2020 07:48:58 GMT

Hi se0naid, I got to agree with Virgin, I will never buy another Samsung TV, they obviously know there is an issue and done nothing about it.

Re: Black screen with sound with Virgin V6 box

Michelle101 — Sun, 13 Dec 2020 17:42:54 GMT

I had the same problem, it turns out you just need to invest in a better hdmi cable. The one I'm now using is 2.0?

That has fixed the issue straight away. Hoping I don't get anymore problems 😌

Re: Black screen with sound with Virgin V6 box

Leon68 — Sun, 13 Dec 2020 19:13:28 GMT

Hi Michelle101,

I have swapped and changed the HDMI cables but to give it a shot I have just ordered a new 4K UHD 2.0 cable, I will post to see if that helps, with it being an intermittent problem it may be later than sooner.

Re: Black screen with sound with Virgin V6 box

Leon68 — Fri, 18 Dec 2020 14:30:53 GMT

Hi All,

After using different HDMI cables etc, i bit the bullet and splashed out for a 4K UHD HDMI cable, i have just fitted it and will let you know.

As this fault is completely random, my posts may be timely inbetween. Fingers crossed.

Re: Black screen with sound with Virgin V6 box

Leon68 — Sat, 19 Dec 2020 09:20:14 GMT

Well.............................what can I say, just turned my TV on and the fault is still there, like I said, It's going to be LG for me next time!

Re: Black screen with sound with Virgin V6 box

Leon68 — Fri, 22 Jan 2021 10:25:42 GMT

Well folks, as I said, this will be randomly updated due to the nature of the fault, after the initial blip, can't believe i'm saying this, fingers crossed, it hasn't happened again.

I will keep you updated.

Re: Black screen with sound with Virgin V6 box

Pinind — Fri, 22 Jan 2021 21:52:02 GMT

I am having the same issue but with both my Xbox and my Virgin TV box. Seems the hdmi input is not registering the Xbox or virgin as hd boxes. Any further update from Samsung?

Re: Re: Black screen with sound with Virgin V6 box

Leon68 — Fri, 22 Jan 2021 22:32:45 GMT

Try upgrading to a UHD version 2 HDMI lead as I was told, bit more expensive but seems all good at the moment.

Re: Re: Black screen with sound with Virgin V6 box

Pinind — Fri, 22 Jan 2021 23:22:43 GMT

Thanks I'll give it a go 😤 don't get why this happened though as been fine with 4k and everything till just before Christmas. Just done me 3rd reset since then

Re: Black screen with sound with Virgin V6 box

Leon68 — Sat, 30 Jan 2021 11:31:40 GMT

Well, in the last 24hrs this fault has reappeared 4 times, the new lead has not cured my fault but i hope it cures others that have a similar issue.

I can only say i will not be buying another Samsung TV, Phone or any other gadget that has SAMSUNG written on it...................................Very poor show SAMSUNG.

Re: Black screen with sound with Virgin V6 box

Kempo69 — Thu, 17 Mar 2022 14:09:59 GMT

Hi , reading this im relieved im not the only one, Ive had remote engineer form Samsung try and fix it , Virgin out 3 times and they charged me £25 last time. Still the same , leads were all replaced. Is there a resolution ? many thanks

Re: Black screen with sound with Virgin V6 box

Leon68 — Thu, 17 Mar 2022 15:58:17 GMT

Hi, unfortunately I never found a fix, I was going to try another tv, my other tv is LG, to see if the fault occurred but decided I wanted a bigger TV(Decorated), like a fool instead of changing like I said to an LG model I opted for the Q60A 50", Touch wood it has not happened with this TV, whether Samsung has changed some boards etc I don't know.

I will post again if it happens.