Sound cutting out for a second repeatedly

I have a solution. My old V6 TV box was replaced with a new 360 one 3 weeks ago. I have a Sony TV and a Sony sound bar, and no problem with the previous V6 set-up. When the new 360 box was connected we got the annoying sound switching between the sound bar to the TV speakers and back again. I tried changing cabling and settings, with advice from the Community site, but nothing worked until I saw a solution in another thread. The solution is to buy a HDMI CEC-less adapter and fit this to the end of your HDMI cable that connects the 360 box into the TV. This disconnects (terminates) the pin/ wire in the HDMI cable that the 360 box uses to control other connected  equipment, and causes the unwanted sound switching. It isn't needed as the single control can be done directly from the handheld remote, like the old V6 one.

I know that Virgin Media should be doing this, but the adapter is cheap and saves a lot of angst to fit it yourself. It costs £11.17 from Amazon and it's a Lindy HDMI CEC-less (female/ male) adapter. It worked straight away for me and I've had no unwanted switching for 3 days now.

Can’t believe I didn’t come across this thread sooner.  Since my box got updated from v6 to 360 I have been having problems with the sound when using my amplifier.  I did not realise this until recently as I did not use the amp for some time after.  When I did I was getting drop outs especially from the center chanel.  I tried everything swapping cables, inputs swapped my 360 boxes around and was still getting the same problem making me think it’s a problem with the amplifier resulting in me sending it off for repair.  Only today I came to the conclusion it must be the Virgin box hence searching here.   Cant stress how annoying this is and even resulted in me spending money for unnecessary repairs.  I done the fix someone mentioned about changing the hdmi resolution to 1080i and this has helped a lot, I get a slight crackle in the sound intermittently but not dropping out like it was before.  It’s not correct having to drop the resolution down.  I hope Virgin sorts this issue out as it’s been going on for a long time now, never had a problem when the boxes were running v6 software 

Has anyone solved this yet.

I had a V6 box and engineer replaced it as I wanted 360. Since its been replaced sound cuts out every minute or so, no pattern bus for around a second. Its doing my head in!

Still happens for me why workaround with old RCA, HDMI ARC should work so I can use 1 remote. only way to fix is totally power it off and back on, this was fixed then latest update has broke it again. sort it out 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.

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?

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. 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 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.

Any luck investigating the initial problem I raised that is still occurring?