Why is my TV not working?

If your TV service stops working as normal, try not to panic. We are here to help with some troubleshooting tips to resolve issues yourself without having to call for assistance. There are many reasons why you’re experiencing problems, they could be to do with the TV Box, your broadband (ours or another provider), your account or an issue with your TV itself.

Before we look at possible causes, have you rebooted your Virgin Media kit? Often, turning the power off and on at the wall socket, the broadband Hub or TV box and checking that all the wires are plugged in securely, can get you back up and running. If after rebooting, the V6, TiVo, or TV 360 box is still not working, try running a quick diagnostics check to find the root cause of the issue and how to fix it.

Run TV service diagnostics

If you don’t have the postcode and last name of the account holder, find out if there are problems with the broadband connection where you live and troubleshoot the TV Box following the steps below.

Check for Virgin Media broadband status in your area

There could be a known issue or service works in your area rather than a fault with the TV box.

Check your Virgin Media service status

Reboot the Virgin Media broadband Hub and TV box

1. Reboot the broadband Hub

To reboot the Virgin Media broadband Hub (also known as WiFi Hub or router) check the power supply is firmly connected to the wall socket and turn the power switch off and on again. It can take 5 to 10 minutes to restart. You’ll know it’s ready when the white power light at the front of the Hub is on. Or if you have a Hub 4 the light ring will be solid white.

You can also perform a full reset which will return the Hub to its factory settings.

How to reset the broadband Hub

2. Turn off the TV box

Turning the TV box off and on again involves a few simple steps and can help resolve issues.

Switching the TV box off

Switch the TV box off at the mains socket, or if you cannot access it easily, set the switch at the back of the TV box to 0 and unplug the power supply.

3. Check the V6, TiVo or TV 360 box connections

Turning the TV box off and on again involves a few simple steps and can help resolve issues.

Check the connections at the wall

Make sure the white coax cable is firmly plugged in at the wall.

Check the splitter connections

If you’re using our splitter, make sure all cables going into and out of it are plugged in securely.

Check the adapter (V6 and TV 360 only)

Make sure the adapter between the splitter and the TV box is plugged in securely.

Check the TV box connections

Check the white coax cable at the back of the TV box is securely connected.

Check the power supply

Check that the power supply for the TV box is securely connected to the back of the TV box, the power adaptor and to the mains socket.

Check the Ethernet cable (V6 and TV 360 only)

If the TV box is connected to the Hub via the Ethernet cable, make sure it is securely connected to one of the yellow ports on the back of the Hub and on the TV box.

4. Turn your TiVo, V6 or TV 360 back on

Switching the V6 or TV 360 box on

If the TV box is connected to the Hub via the Ethernet cable, make sure it is securely connected to one of the yellow ports on the back of the Hub and on the TV box.

You can also perform a full reset of the TV box which will clear any settings you have for Series Link+ and recordings.

How to reset the TV box

Sound issues on Virgin TV channels

Settings on the TV box can cause sound issues

Turn up the volume
Make sure power socket is switched on
Reboot TV

Check sound settings

Sound issues with app

Stop the programme and go back to the main menu of the app you’re using, then try watching your show again.

Sound issues with all channels

Is the TV box connected directly to your TV?

Make sure the source on your TV is set to the correct HDMI. If you’re not getting any joy, try using a different HDMI port to connect the TV box to your TV. If you have a spare HDMI cable try using that, as the problem may be with the cable, not the TV.

Is the TV box connected to a sound system?

Let’s see if the problem is with the TV or your sound system. Disconnect your sound system and connect the TV box directly to your TV. If that doesn't work, try connecting a different device on your TV such as a games console, DVD player, laptop – anything which also uses sound on your TV. If there are still issues, then it looks like you have a problem with your TV and should contact the manufacturer.

Sound issues with some of your channels

Change audio settings on TV

Let's see if the issue is with your audio settings.

V6 and TiVo boxes

Make sure your TV is turned on and press Home on the Virgin remote to get to the main menu.
Check your audio settings. Follow these steps to get the correct settings. Choose Help & Settings > Settings > Audio > Dolby Digital > and select the 'Dolby Digital to PCM' option.

If this hasn’t worked:

Press the Info button on your Virgin remote
Press the down arrow twice to go to Audio Description (AD)
Press OK to turn Audio Description off
If this hasn't worked try rebooting your TV

TV 360

Press Home on the Virgin remote to get to the main menu
Check your audio settings. Follow these steps to get the correct settings.
Choose Settings > Audio & Video > Dolby Audio > Set to “Disabled”

If this hasn’t worked,

Press the Home button on your Virgin remote control
Follow these steps:
Settings > Profiles > Audio description > Set to “Off”.
You may need to do this for each user profile set up on the box

TV has either sound or picture, but not both

1. Check your TV source

If you can’t see a picture or hear sound, you may be viewing the wrong source. When you’ve got multiple devices connected to your TV, you need to make sure it knows what you’re trying to watch. Your TV box is usually connected to your TV through an HDMI source and if the box is switched on you should see the picture when you scroll to the correct source. To cycle through each source, press the source button on your TV remote (not your Virgin remote). The source button will be labelled Source, AV or Input, or should look something like this:

2. Try resetting the TV box

If you’re still having problems, disconnect all the cables then reconnect them securely before turning back on again, checking that your TV is connected to the right source for the TV box.