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Registered: ‎05-08-2017
Message 1 of 6 (60 Views)

Sound sync and stuck on updates

Had a V6 box for a few weeks now and have had nothing but issues with it.
It gets stuck when updating on a Tuesday night. An engineer who swapped the box the week before due to this issue suggested wiring it up in another room which appeared to fix the matter but we shall see Wednesday morning... and of course the sound sngc issue is becoming a joke. It is happening on various channels and found by changing channel fixes the issue but this is not acceptable.
Virgin happy to take your money and just can't seem to fix anything....
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Message 2 of 6 (40 Views)

Re: Sound sync and stuck on updates

Hi jsw68,

 

Welcome to the Community!

 

Really sorry to hear you've had trouble with your V6.

 

I've run diagnostics on your equipment and the levels are all looking good at the moment. Are you still experiencing issues with the box?

 

Speak soon

 

Josh


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Message 3 of 6 (35 Views)

Re: Sound sync and stuck on updates

No issue this week with any overnight updates.
Sound sync is a daily issue.
You can be watching a film and then all of a sudden the audio is out of sync.
Have found by pausing and unpausing clears it...till the next time.
No pattern when it happens - different channels and times of the day.
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Message 4 of 6 (28 Views)

Re: Sound sync and stuck on updates

Hi jsw68,

 

Thanks for getting back to me.

 

Glad to hear the box is updating properly although the audio sync issue is a bit concerning. Do you use any surround sound equipment or is it connected directly to the TV via HDMI?

 

Speak soon

 

Josh


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Message 5 of 6 (22 Views)

Re: Sound sync and stuck on updates

Standard HDMI connection
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Message 6 of 6 (14 Views)

Re: Sound sync and stuck on updates

Hi jsw68,

 

Thanks for getting back to us.

 

I'd like to arrange for another engineer to take a closer look at this for you.

 

I'm just going to pop you a private message which you will find if you click on the purple envelope at the top right of the screen.

 

Talk to you soon

Rose
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