My Sonos Beam worked perfectly with the old V6. Since the upgrade to 360 TV the sound repeatedly drops out. This doesn't happen with Digital TV or when listening to music. This is driving us mad! Any ideas how we can solve this problem would be much appreciated.

For anyone encountering this problem, I think I have resolved it by plugging a 'CEC Less' adaptor into the HDMI out port of the 360 box. It cost under £10 and seems to have stopped the cutting out. Apparently, the adaptor stops the signal from pin 13 of the HDMI connection. Early days but all working OK now.

The problem seemed to cause wholesale confusion with the Virgin engineers. They didn't really have a clue. Sonos were no help either. My system never missed a beat until the day my V6 box was upgraded to 360. The engineer eventually replaced the V6 with a dedicated 360 box and the problem was still there. When the engineer left, he said he'd do some research and speak to colleagues and get back to me. But he didn't. So I just started trawling for information. A few Sonos users had encountered this problem but had not really found a way around. So hopefully, this will help some others as Virgin and Sonos were as much help as chocolate fireguards...

Glad my experience was of some help as both Sonos and Virgin Media were useless. My system worked fine until I added an Apple TV box onto the mix and the interference returned so I had to add another CEC-Less plug into the back of the Apple box. I still get very occasional problems but think that changing where the plug is fitted - maybe into the TV rather than the Apple TV well solve the issue so at some point, I'll shuffle things around...

You're welcome. Glad to be of assistance as I know how frustrating it was for me when I first encountered the problem.I was all set to sell my Sonos equipment as nobody had any solutions. Virgin just didn't want to know. But the problem has to be with their kit. Out of courtesy, I text the Virgin engineer who 'tried' to fix my problem so he would know if he came across it on future but he couldn't even be bothered to acknowledge the information. Virgin is great while it works. When it doesn't, you're on your own...

Excellent news... I'm sure lots of other people will encounter the same problem. I stumbled across the solution by pure chance as someone suggested it sounded like interference. I tried shielded cables first but they made no difference and saw the CEC adaptor as a last resort. You'd think someone from Virgin or Sonos would have spotted this thread and maybe added it to a trouble shooting guide by now... But no. So hopefully more people will find this if they resort to Googling 'Sonos, Virgin 360 interference'...

Sonos Beam Sound dropping out with Virgin 360 | Virgin Media Community

Steven_L
Forum Team
3 years ago
Hey sharonamiller,

Welcome to the community and thanks for taking the time to post your issue on the forums.

I'm sorry to hear of the issues that you're having with your sound beam since the change from your V6 box to 360.

Are you still having the issues at the moment? I ask this as our response is a bit late, which I apologise for but I'm happy to help now.

Have you tried to change the sound settings within the box settings? Have you tried to consult sonos to see if they have any advice that they could offer?

Regards,

Steven_L
- sharonamiller
  Joining in
  3 years ago
  Hi Steven
  I have tried removing Dolby from the box but without success as this made no difference. I did contact Sonos but they only told me that Sonos runs on 2.4ghz but Virgin tells me the Superhub 4 has both 2.4 and 5 so I'm assuming the Sonos will connect to the correct one.
  This is very frustrating as we had no problems for 2 years until Virgin updated the modem.
  Any other ideas we could try will be much appreciated.
  Sharon
  - Akua_A
    Forum Team
    3 years ago
    Thank you for your response sharonamiller.
    
    Sorry to hear the problem persists. Have you tried splitting the WIFI bands as seen here to see if it helps https://www.virginmedia.com/help/virgin-media-changing-your-hubs-wireless-channel.
    
    Thanks,
Harrodinio
On our wavelength
3 years ago
I have had exactly the same problem. My Sonos Beam and two Ones worked perfectly until I 'upgradef' to 360. Now randomly, the sound just cuts out and the only way to get it back is to switch the TV off and on again. Some times it will go an hour before cutting off, other times just a few seconds. I've added the Sonos Boost and also removed a WiFi extender, thinking the problem could be interference but the system never missed a beat before the upgrade. It's very frustrating.
- Paulina_Z
  Forum Team (Retired)
  3 years ago
  Hi Harrodinio,
  
  Welcome to our Community Forums! Thank you for your first post and I'm sorry to hear that you're having the same issue as the original poster!
  
  Have you been able to read through the thread and followed the instructions that my colleague advised? Have you tried Splitting Your WiFi Bands to see if this can help resolve your issue?
  
  Please give it a go and let us know how you get on.
  
  Thank you.
  - Harrodinio
    On our wavelength
    3 years ago
    I don't have a computer that can be wired via the ethernet. I'm due to receive the new Hub 5 next week so I'll await that before doing any further tampering.
    However, everything worked fine before the V6 box upgrade so I'm at a loss as to why this fault has suddenly reared its head.
    Online chat with customer services revolved around switch it off and back on again which proved utterly fruitless.
    If it comes to it, I'll have to downgrade back to a V6 box as the 360 is unwatchable at the minute.

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Sonos Beam Sound dropping out with Virgin 360

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