How do I watch 4K Ultra HD on my Virgin TV V6 box?

Last updated: December 3, 2018

Just got yourself a shiny new 4K Ultra HD TV, or a 4K Ultra HD compatible audio system, and have our Virgin TV V6, powered by TiVo? We’ve got some tips to make sure you get the best experience out of your new kit, and what to do if you’re having some problems.

When you’re connecting your new 4K Ultra HD compatible kit to the Virgin TV V6 box, make sure you’re using the right HDMI cables.

We’ll have supplied you with a High Speed HDMI cable, which is compatible with our Virgin TV V6 box and your 4K Ultra HD compatible kit.

However if you’ve purchased additional HDMI cables, make sure they are also High Speed HDMI. Standard Speed HDMI cables aren’t guaranteed to work with 4K Ultra HD compatible kit.

Using Standard Speed HDMI cables may cause issues with both the picture and sound.

HD and 4K Ultra HD programmes are protected using High Definition Copy Protection (HDCP).

New 4K Ultra HD kit uses HDCP 2.2. HD kit and some older 4K Ultra HD kit only support older versions of HDCP. When HDCP versions are mixed, especially on audio systems, it can cause picture and audio loss and other errors.

Only kit that supports HDCP 2.2 will be able to show programmes in 4K Ultra HD format from the Virgin TV V6 box.

You can find out which HDCP versions your kit can support by consulting the manual for your TV and / or audio system.

Using HD and 4K Ultra HD kit together

If you’re using an audio system that connects to your TV and other kit using HDMI, you may find you see a HDCP error or see on-screen graphics but no video. For instance you may have either:

  • A 4K Ultra HD TV
  • An audio system with HDMI that supports HD only

Or

  • A HD TV
  • An audio system with HDMI that supports 4K Ultra HD

Because not all of the kit connected supports HDCP 2.2, an error may be displayed on the 4K Ultra HD TV when the Virgin TV V6 box is connected to the audio system via HDMI.

In order to resolve this, connect the Virgin TV V6 box directly to the 4K Ultra HD TV using HDMI.

Then connect the Virgin TV V6 box to the audio system using the Digital Audio output, or by using the HDMI Audio Return Channel (ARC) option on compatible TVs and audio systems.

Using the correct HDMI on a 4K Ultra HD TV

Not all 4K Ultra HD TVs support HDCP 2.2 on all HDMI sockets. This is particularly true of older 4K Ultra HD TVs where HDCP 2.2 may only be supported on one HDMI socket.

On some popular 4K Ultra HD TVs the following HDMI sockets can be used:

  • Samsung – HDMI (MHL) socket if available on your TV, otherwise HDMI 1
  • LG - HDMI 1, labelled as HDCP 2.2
  • Sony - please check the Sony website for your 4K Ultra HD TV model
  • Panasonic - HDMI 1, HDMI 3 or labelled as 4K

These are given as guidance only, so please check the manual for your TV to ensure you’re using the correct HDMI socket.

Normally your Virgin TV V6 box will automatically recognise whether it’s connected to a 4K Ultra HD TV and adjust its display settings to the best quality available.

However if you aren’t sure that you’re getting the best picture from the Virgin TV V6 box, you can check your current settings and update them. To do this:

  1. Press Home on your Virgin TV remote
  2. Go to Help & Settings
  3. Go to Settings
  4. Go to Video Output
  5. Go to Video Output format

The display format should show 2160p and 2160p 24/25/30fps (pass-through) selected.  These are the two formats that enable 4K Ultra HD output on the Virgin TV V6 box.

If these aren’t selected, go to Auto detect to run a test of your TV’s display options. After this has completed it will ask you to confirm the new display selection – which should now include the 4K Ultra HD settings.

If they still aren’t selected, choose Test Formats to test all display formats on the Virgin TV V6 box to ensure your TV can support them.

If you want the Virgin TV V6 box rather than your 4K Ultra HD TV to upscale all SD and HD content to 4K Ultra HD resolutions, untick anything other than 2160p and 2160p 24/24/30fps (pass-through).

We’ve found that some 4K Ultra HD kit may have some issues with picture and sound if they’ve not been updated to the latest firmware.

So if you’re having any problems watching content from your Virgin TV V6 box, please check for a firmware update.

If your kit is connected to the internet, you may be able to check for and download updates using the on-screen menus. For kit without an internet connection, you may be able to use a computer to download the update to a USB memory stick. Please check the support pages for your 4K Ultra HD kit for details on how to update its firmware.

Firmware updates can also add, change, or remove services or features for your kit. If you need any help with any changes, please contact the manufacturer of your kit.

To ensure that you can watch content from Netflix on your 4K Ultra HD TV, you need to make sure that your Virgin TV V6 box is connected to an HDMI socket that supports HDCP 2.2. Please see the kit compatibility information earlier in this help article on how to do this. If your Virgin TV V6 box isn't connected to the right HDMI socket, Netflix may display an error when trying to play content.

To watch Netflix in 4K Ultra HD, you also need to make sure your Netflix subscription includes 4K Ultra HD. To check this:

  1. Sign in to your Netflix account at netflix.co.uk
  2. Go to Your Account
  3. Check your Plan includes 4K Ultra HD

If your current plan doesn’t include 4K Ultra HD, you’ll be able to upgrade to a new plan that does.

Once your plan upgrade is confirmed, you’ll be able to watch 4K Ultra HD content via your Virgin TV V6 box.

Unfortunately, high dynamic range (HDR, sometimes called 4K or UHD) is not supported by the Prime Video app on the V6 box at the moment. If you’re streaming HDR content, you will still be able to view it, but it will display in the SDR format.

We're working on bringing Dolby Atmos support to the Virgin TV V6 box, and expect to include this in a update later in 2018.

Where 4K Ultra HD content and channels include Dolby Atmos audio, you'll be able to enjoy Dolby Digital 5.1 audio until the Virgin TV V6 box is updated with Dolby Atmos support.

Amazon Prime Video: Amazon Prime subscription required. 18+. See Amazon website for T&Cs.


Need more help


    Ask our community

  • Helpful, friendly forums
  • Packed with tips and advice
  • Staffed by Virgin Media

   


    Contact us

  • Get in touch with our friendly team
  • Waiting times may vary
  • Free from Virgin Media phones or mobile