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MrUnhappy2's avatar
MrUnhappy2
On our wavelength
5 years ago
Solved

Audio Sync problem with new 360 box

I have had the new V6 /360 box for 10 days and have problems with the audio synchronisation.

My TV is a 4 year old 50" Sony Bravia with Sony sound bar. When I had the Tivo and the model before it I never had any problems.

The audio is okay with the soundbar off but when using the soundbar the audio drifts after about 5 mins. I have tried Dolby On/Off settings , audio delay set to 20m/sec and follow audio On/Off. All work for 5 mins then drift. 

I have telephoned Virgin on 2 occasions the 2nd time getting through to their 2nd tier support. Went through all the power down re-boot etc  but still the same issues.

Anyone else have this problem and any suggestions?

 

Thnks

  • Wulbury's avatar
    Wulbury
    5 years ago

    After advice from 3 different tech guys on the phone I finally got one who talked me through how to solve the problem So the fault is fixable it's just getting the right agent to talk you through it

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  • Jordan1996's avatar
    Jordan1996
    On our wavelength
    3 years ago

    I honestly can't believe that this still isn't resolved. I joined Virgin in 2021 and was frustrated by the sound being out of sync, so I had no choice but to set it to PCM 5.1. I've remained quiet in the belief that someone would be working on a fix in the background somewhere.

    But here we are a few years after this thread started and there's no fix for it. Like others here, my audio is behind the images, but the sound sync built into the 360 box only allows you to sync the other way.

    I've got no delays set on any other equipment, all set to bypass.

    I seriously considered joining Sky at this renewal. If it wasn't for the internet speeds I'd have jumped in a heartbeat. There's plans for FTTP around me so next renewal I'll have no choice but to leave so that I can get a TV service that works as it should.

    And don't get me started on the issues with ARC! ðŸ˜µ

    I have raised this with tech support previously too.

    • Anonymous's avatar
      Anonymous
      3 years ago

      Jordan, as you might have read in my previous posts on this thread, I AM moving to Sky, just as soon as I can exit my contract with Virgin Media without any early termination charges. 

      good luck with yours 

      R

      • leicesterfan's avatar
        leicesterfan
        On our wavelength
        3 years ago

        still nothing. Still a useless sound bar sat under the TV. looking forward to the end of my contract. 

    • leicesterfan's avatar
      leicesterfan
      On our wavelength
      7 months ago

      This thread deserves another bump.

       

      I've just moved house and the V6/360 box is no longer available to me so I'm having to use the Stream box. I thought it would be worth reconnecting the soundbar. All looked good for about 3 minutes until the audio drift kicked in. Absolute joke. 

      • Akua_A's avatar
        Akua_A
        Icon for Forum Team rankForum Team
        7 months ago

        Hi leicesterfan 

        Sorry to hear you are having sound issues with your sound bar. We want to do our best to help from here. It looks like the issue may be triggered by third-party equipment as the sound is fine when just connected to the TV box. In this case, we are unable to assist with this. We would advise raising this to the soundbar manufacturer.

        Thanks,

  • iantho's avatar
    iantho
    Tuning in
    2 years ago

    It seems they're not willing to officially acknowledge that this issue exists (or continues to exist for some of us)...

    • CJTCam's avatar
      CJTCam
      On our wavelength
      2 years ago

      Yes, you are correct. I tried for ages with Virgin Media complaints who (in complete ignorance) said it was an audio setting issue on my box. Eventually they then sent a technician who said it was a software issue that required an update (two years ago) and Complaints again said it was an audio setting on my box! They refused to acknowledge the fault and refused to send me a copy/recording of the many conversations that proved their negligence. I gave up and now use FreeView and TV Apps (independent of the VM 360 box) for my 5.1 sound.

  • dvdcinema's avatar
    dvdcinema
    Tuning in
    2 years ago

    Verifying audio sync through the YouTube App will not show the sound sync issue, as it does not do Dolby.

    The issue is with the 360 software not syncing Dolby audio.

    As soon as you switch to a Virgin 360 channel, press pause and then the live TV button (top right of OK pad) the audio will then sync again.

    Another way to try, is to send the audio from HDMI out of the 360 to an external Dolby audio extractor box. The extractor box can then send Dolby audio synced via optical to your amp.

  • alehi1989's avatar
    alehi1989
    Tuning in
    2 years ago

    I cancelled my Virgin Media for this reason and got Sky (recommend everyone do the same- much better!). Now have no interest in this depressing thread of inaction and incompetence by VM but keep getting the email notifications, any tips on how to stop them?

    • jamesredfern's avatar
      jamesredfern
      Fibre optic
      2 years ago

      Sky do seem to have resolved the issue they originally had with sync. When the inlaws had sky fitted they had the same issue as us virginers - but not any more. The interface is definitely snappier too. 

    • roy247's avatar
      roy247
      Hero
      2 years ago
      alehi1989 wrote:

      I cancelled my Virgin Media for this reason and got Sky (recommend everyone do the same- much better!). Now have no interest in this depressing thread of inaction and incompetence by VM but keep getting the email notifications, any tips on how to stop them?

      Go the top of the page and you will see Options â‹®  click on that and then click on Unsubscribe.

       

  • CJTCam's avatar
    CJTCam
    On our wavelength
    2 years ago

    Virgin Media have been aware of this problem for over 3-years, but continually deny it (their engineers know they can not fix it at a local level, but it keeps you off their back). Virgin media state that their 360 package supports Dolby 5.1 and take new customers on this false premise. I have asked, appealed and complained to Virgin endlessly and even publicly challenged them, stating they are in breach of the trade descriptions act, to which I have never received any response (presumably because they know it is true and therefore cannot challenge this!). I requested a full transcript of my conversations, correspondence and complaint with Virgin in order to escalate the issue with the Ombudsman, to which I was denied access. Eventually I decided to use my TV functionality for Prime, YouTube and other Apps (there's not much that the TV can't do), whilst accepting a £10pm reduction in my bill. Sorry to confirm with you MrUnhappy2, but join the club: Like the rest of us, you've been had.

    • fwilson84's avatar
      fwilson84
      On our wavelength
      2 years ago

      I’ve managed to use a workaround for mine. No thanks to Virgin though and it involved spending a bit of my own money. It is basically the fix some people used with the similar Sky Q issue before Sky actually fixed their software unlike Virgin, using an audio splitter/converter. The HD Fury Acana is the most popular one but I got a cheaper alternative on Amazon, an Ezcoo splitter. 

      https://amzn.eu/d/gPRr2OA 

      Still relatively expensive though for something Virgin should be fixing. I got it for two reasons though: firstly I upgraded my soundbar to one that had Dolby Atmos and this acts as an eARC port (my TV only has ARC), but I also suspected this would be a workaround for this Virgin issue and it worked.

      I can have the 360 box set to follow content and get a range of audio formats including Dolby Digital 5.1 with no lip sync issues.

      You plug the splitter into your TV and to your soundbar using the output HDMI ports on the splitter, then you plug in your things like Virgin box, Blue Ray, etc into the input ports of the splitter. There’s only two input ports so I got a basic HDMI splitter to add more ports. It is a wire jungle behind my TV but it works!