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

I wanted to add a comment that Sky Q had a similar issue which took 18 months to resolve. There is a massive thread about it on their forum. The likely cause was a sound card driver issue within the box. I'm not writing this to have a moan (and I haven't been affected), but just putting it out there as it may help VM with a possible fix.

I can confirm that the cutting out does not happen when Dolby is disabled, but the sound is terrible.Can this please be raised as a fault and possibly fixed at the same time as the sound sync issue with the Dolby support. The workaround is not great in the long term and needs fixing in a future update.Thanks

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

Hi,I also have this issue. is there a solution yet?do you still need details of people's setups?I thought it was my Samsung TV, but if I remove my 365 box and watch Content via the internet connection, the issue does not happen.issue only started when I had my V6 boxes upgraded to 365.Miles

I had/have this same problem, I can’t see any “official” solution to this, or even an acknowledgment from virgin that there is a problem, despite numerous people reporting the same thing.However I have found that if, in the settings section, HDMI resolution, I switch from “automatic” to “1080i” the problem go’s away.upgraded from TiVo V6 box to 360, Samsung TvTerry

Sound cutting out for a second repeatedly | Virgin Media Community

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Kevr84
On our wavelength
5 years ago
I also get this regularly.
Notice in more on recorded or on demand programs
- goodykpg
  On our wavelength
  5 years ago
  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.
  - Paul_DN
    Forum Team
    5 years ago
    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.
Byfoja03
On our wavelength
5 years ago
TV360 Version 4.30 (Hardware version ARRIS-DCX960-MPA+).
SAMSUNG UE49RU7300KXXU. Software version 1374.
Problem with all sources.
TV Speaker only - no sound bar.
Byfoja03
On our wavelength
5 years ago
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
- Kath_P
  Forum Team
  5 years ago
  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:
  
  What tv box are you using?
  
  What devices? We specifically need the make, model and software version.
  
  If it's on a device and not tv box, how are you watching?
  
  Please confirm whether it's live TV, On Demand, Recordings or both.
  
  Finally, does this only happen when connected with the sound bar or does it happen without as well?
  
  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,
  - DigitalDonkey
    Up to speed
    5 years ago
    Hi Kath,
    In answer to your questions:
    Tivo V6 - 1 TB - TV360 Version 4.30 (Hardware version ARRIS-DCX960-MPA+)
    Samsung 4K Q60T TV (Software version 1460), Samsung Soundbar Q60T
    Problem with all sources through the TV360: live, catch-up, recorded, Netflix, Amazon prime
    I can only use the TV using the sound bar, so I cannot confirm that it does not happen with out it.
    
    Thanks for raising this as a fault.
DigitalDonkey
Up to speed
5 years ago
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.
- starlir
  Up to speed
  5 years ago
  Yes, I get this too.
  - goodykpg
    On our wavelength
    5 years ago
    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 .

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Sound cutting out for a second repeatedly

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