I have an issue when watching virgin tv where the sound cuts out for a second, maybe slightly less, but it happens repeatedly at no apparent regular frequency, but enough that it's annoying - any suggestions to resolve this?
Thanks
Yes, I have the same issue. Normally 2 or 3 times in an evening.
It happens on all content on the 360 box, prime video, Netflix, live and recorded programmes.
I have a sound bar connected through an ARC connector if that is related to anyone else’s problem.
Sounds like another sound issue the VM engineers need to fix along side of the Dolby sound out of sync.
Hopefully a future update will iron these out.
Yes, I get this too.
Hi , had this from day one, tried everything , only way to resolve was soundbar connected to tv by optical cable . Virgin very quiet on this , quite common fault when using soundbar through hdmi arc connection. Never had fault on V6 box . Still waiting for answer .
Thanks for all the comments confirming it's not just my box... would appreciate a moderator or official line on a resolution or timescale for this issue being resolved please.
Ta
Hi all,
Thanks for your posts and apologies for the issues you are having.
This isn't a raised fault as of yet but as a few people are having the same issue, we'd love to raise this to get checked on further.
Can you all reply with the answers to the following questions:
I appreciate some of you have given this information already but if you can provide it all in one post this will help us gather the information 🙂
Many thanks,
Hi Kath,
In answer to your questions:
Thanks for raising this as a fault.
TV360 Version 4.30 (Hardware version ARRIS-DCX960-MPA+).
SAMSUNG UE49RU7300KXXU. Software version 1374.
Problem with all sources.
TV Speaker only - no sound bar.
I also get this regularly.
Notice in more on recorded or on demand programs
Hi , upgraded from V6 ( no problem) to 360 box , wired same as V6 sound cuts out then returns garbled then ok. This happens on live tv , recordings , Netflix . System wired 360 to tv by hdmi , tv to soundbar hdmi arc . Fault rectified by using optical cable from tv to soundbar but lose hdmi cec over soundbar . Sound just through tv speakers ok , fault only when soundbar on through hdmi arc .
System 360 Humax eos1008r-v001. Sony Bravia tv kd55xd9305 (version7). Sony soundbar ht-ct390.
Hi goodykpg,
Thank you for reaching out to us in our community and welcome back, we are sorry to hear your having sound issues with your 360 box, we have had this investigated and the team have not been able to duplicate the issue.
Please continue to monitor this and let us know if this gets worse?
I have had a look our end and cannot see any issues and everything is in the green and your levels are where they should be.
Regards
Paul.
Any luck investigating the initial problem I raised that is still occurring?
Hi Byfoja03,
Thank you for coming back to us, as advised above this has been investigate and we haven't been able to duplicate it so it hasn't been established as a fault, I have had a look at your account and both your boxes are showing as unreachable and your Router hasn't been rebooted for almost 2 weeks.
Please can you check all your internal connections are hand tight once done unplug both TV boxes and the Router form the power leave 2 minutes then plug back in and see how that goes?
Regards
Paul.
Hi Paul,
Sorry I'm a bit confused by your message, are you implying it is just an issue for me? I am a new customer to VM having had it installed in February and this issue has occurred ever since.
This issue has been reported by multiple users - recognised by Kath earlier in this thread.
I will however do as you have suggested today and report back.
Hi Byfoja03,
This isn't what I am advising as we are aware there are others with the same issue as we aren't able to replicate it we are advising you to check everything else as advised and keep monitoring this, we have had many people within the supports team testing this and none of them so far have been able to duplicate the issue.
Regards
Paul.
I had both the sound drop out and the sound sync issues, I disabled the Dolby Audio in the 360 settings and this resolved both the issues.
Hi Colin,
Thanks for reaching out to us and for your i9nput on how you have resolved this issue, as a community it is great to share this and hopefully help others having the same issue, thanks again.
Kind regards
Paul.
Colin,
Many thanks for the suggestion, much appreciated and glad it sorted your issue. I have updated settings and will listen out to see if it resolves my issue this evening.
Hi. I have had this issue since day one, I disabled Dolby and it makes no difference. It's incredibly annoying - I'm watching a football match at the moment and it's cutting out approx every 20 to 30 seconds - completely unacceptable. Happens on HDMI to the TV or optical to my surround sound system. Everything is affected - live TV, recordings, iPlayer, Netflix, YouTube, the whole lot. It is clearly a fault with the box and as many users have reported this it needs sorting - just saying 'we can't replicate it and please monitor is not good enough'. I work in a senior position in a support team for a software company and this is not the way to handle what is obviously either a bug or hardware fault for people who are paying a thousand pounds a year for a service.
I will log a support case and hopefully someone senior can take this seriously.
My box details are below, and here you will find a video (link is to OneDrive) where you can hear it happening twice in less than 25 seconds: https://1drv.ms/v/s!AnpNCXerIeQkiJF30zrMfF5-1tN3RA?e=1F3oSK
Take the audio feed from the 3.5mm socket at the back of the 360 box using a 3.5mm to RCA lead as shown in the image below - No sound dropout or sync issues and it will carry a Dolby audio signal.
Hi team,
I haven't changed anything (dolby still disabled) and the issue has started happening again - is there any update on this please?
Ta
Hi Byfoja03,
Thanks for coming back to us, I am sorry this intermittent audio issue has occurred for you again 😞
I'll be more than happy to troubleshoot with you in order to get things back to smooth listening.
Could you please turn the Dolby setting on and then off, then give your box a quick reboot please?
Also, please check all the cables at the back of the box and the TV are nice and tight.
Once you've done this, please leave the affected box on so I can have a look at things on my side.
Let me know once you've done all of this.
Thanks,
Megan_L
Thanks Megan
All cables checked and fine.
I have turned dolby audio to 'always convert' for now as that is the preferable setting (disable suggested as work around) if you could troubleshoot. Then I can alway switch to disabled and try again if that helps.
JB
Thanks for coming back to us Byfoja03,
So I can take a closer look in to this for you and do some further checks, I will pop you over a private message and see why this intermittent audio issue has returned.
Please click on the purple envelope to accept the chat.
Kind regards Jodi.
Hi, just found the thread. I've been having exact problem with my TV (Samsung Q70T) since V6 box changed to 360. Have swapped cables for new but still problem persists. Having read this thread is there a way of fixing this?
No
hi
there is a work around which is far from ideal.
go to settings on the 360 box.
go to audio & video
change the HDMI resolution to 1080i
this seems to reduce the instances of the problem.
But it does mean that you get reduced display resolution, no 4k or 1080p.
far from ideal.
Virgin haven't even confirmed there is an issue yet as their engineers apparently can't replicate it.
Miles
Thanks for replying.
Tbh don't fancy changing my tv's resolution but thanks for the fix. I'll be adding the sound problem to the list of other issues since switching to 360 and speak to virgin.
Recently changed (upgraded?) to TV 360 and finding issues with the sound although so far this has been garbled sound rather than a cutting out. I have tried various steps as recommended in these messages and have not solved the problem. I have discovered today that if I rewind the programme a few seconds and then play again the sound is no longer garbled and maintains this when returning to actual time.
I would also add that this only appears to be a problem on the box connected to the TV with a Sonos soundbar. Although not watched as much the second TV which only uses the TV speakers has not shown any sign of having this issue.
Do the issue happen if the Sonos soundbar isn't connected at all PG66? Just trying to narrow down the possible causes.
Rob
I am currently trying using only amplifier on the soundbar with the TV amplifier turned down to zero. So far this has worked for a couple of hours so want to try for longer before claiming the issue is resolved.
Hi PG66
Have you tried setting the video on the 360 box to 1080i or 1080p?
Also have you tried altering the following?
Settings > Audio & Video > Audio output
Follow Content
PCM 5.1 (HDMI only)
PCM 2.0
Choose whether you want the audio output to follow the quality of the original content (Dolby Digital where available) or to be converted to PCM 2.0 (stereo) or PCM 5.1 (uncompressed multi channel sound). Using PCM settings may resolve audio sync issues. Netflix will always follow content.
I hope this particular highlighted post will be helpful Sonos-Beam-Sound-dropping-out-with-Virgin-360
I don't know if you are using the VM wifi pods, but if you are then please read the following as it may help with wifi connections
Sonos speakers
Try to keep your Sonos speakers at least three feet away from the mesh WiFi Pod and other devices. Also check for updates to make sure your speakers have the latest firmware installed.
Only connect one Sonos device – Sonos speaker, Sonos Connect or Sonos Boost – using the Ethernet on the mesh WiFi Pod. Your Sonos system should then create its own network that works across your WiFi.
