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Pete, Engineer
Category: Electronics
Satisfied Customers: 26204
Experience:  Over 20 years of experience in the Electronics and IT industries.
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I bought a new jvc 4K tv but it’s only playing at 1080p I

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Hi I bought a new jvc 4K tv but it’s only playing at 1080p I can’t figure out how to change it in settings.
JA: How old is your 4K?
Customer: It’s brand new les than a month
JA: Does the TV menu work? Do you have the same problem on all sources/inputs?
Customer: Yeah there all at 1080p
JA: How long has this been an issue with your 4K? What happened right before this?
Customer: nothing happened it’s been like this since day 1 I had an older version of the tv which broke so I bought a new version at the same price and it’s supposed to show 4K but I can’t get it to
JA: Anything else you want the TV Expert to know before I connect you?
Customer: Nope that’s everything

Hi! My name is***** am the expert who will be assisting you today.

What input source are you using when the problem occurs?

Customer: replied 4 days ago.
It was on hdmi 4 but it’s on hdmi 4 now
Customer: replied 4 days ago.
Same issue is happening

What is connected to HDMI4? e.g. a DVD player, or Sky box

Customer: replied 4 days ago.
Does the phone call cost £16
Customer: replied 4 days ago.
If that’s the cost I’ll fix it over chat

Yes, the phone call is a premium service.

We can continue via chat.

Customer: replied 4 days ago.
I’m a university student I can’t afford that and an Xbox one x is connected to hdmi 4

What type of cable are you using to connect the Xbox One X to the TV?

Customer: replied 4 days ago.
A hdmi cable

If games aren't displaying in 4K with your Xbox One X, first ensure you are using a good quality HDMI cable, at least HDMI 2.0b to support the 4K signal.

If that doesn't work, then the problem is likely with a setting on your TV.

Let me know the model number of your JVC TV so I can assist you further with this.

Customer: replied 4 days ago.
It’s supplied Xbox

Ok, the in-box cable with the Xbox One X is very good and will handle 4K + HDR.

Please let me know the model number of your JVC TV so I can assist you further with this?

Customer: replied 4 days ago.
I’m checking if the Xbox cable works 2 seconds
Customer: replied 4 days ago.
Nope nothing different I’ll send the model number now
Customer: replied 4 days ago.
Where can I find the model no?

The model number can be found on the information panel on the rear of the TV.

Customer: replied 4 days ago.
Customer: replied 4 days ago.
File attached (5VP65PT)

The LT-40CF890 TV detects the incoming signal and adjusts automatically.

Have you checked the Xbox output setting?

To set your resolution and upscale everything to 4K, double-tap the Xbox button to open the guide, go to Settings > All settings, then choose Display & sound > Video output. For TV resolution, select 4K UHD.

Customer: replied 4 days ago.
It says the tv doesn’t support 4K at 60hz but the old tv did

Ok, then the problem is either with the HDMI cable or the TV.

Customer: replied 4 days ago.
What can I do to fix it
Customer: replied 4 days ago.
I changed the hdmi and no difference

If you are inputting a 4K signal but the TV isn't adjusting automatically, then it appears the TV has a fault - especially since the same setup worked ok on a different TV. I would recommend returning the TV and getting a replacement.

Pete and other Electronics Specialists are ready to help you
Customer: replied 4 days ago.
Should I contact Currys?
Customer: replied 4 days ago.
To get the replacement in place etc?

Yes, you will need to contact the retailer the TV was purchased from.

Customer: replied 4 days ago.
No problem thank you wey much