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Trev04's avatar
Trev04
Joining in
2 years ago

No sound on ITV chanels

I just purchased a new TCL 50" QLED TV today and upon connecting to my V6 box I find that I have no sound on all ITV channels. If I turn the V6 box off and on the problem persists, however if I turn the TV off and on the sound is restored until I change channels back and forth from one channel to an ITV channel. The same thing occurs with recorded shows; no sound on an ITV program unless I turn the TV on and off. I have changed the hdmi cables and it does not fix the issue and all 4k shows on netflix and YouTube play without issue. Is this a problem with the v6 box or more likely with the new TCL TV?

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  • japitts's avatar
    japitts
    Very Insightful Person
    2 years ago

    ITV are unique in not having Dolby sound but only stereo (check by pressing "info" on an ITV channel and scrolling down).

    In the first instance, try altering the output setting under Home > Help & Settings > Settings > Audio. Does this make any difference?

    • Trev04's avatar
      Trev04
      Joining in
      2 years ago

      Hi, thanks for reaching out. I think I tried that yesterday (I'll have another look shortly) but when I changed the settings from what I had with my previous TV (toshiba) I lost sound on all channels.  The new TV states it has dolby atmos. I wonder if some of the TV sound settings out of the box are  conflicting with the V6. 

    • Trev04's avatar
      Trev04
      Joining in
      2 years ago

      The V6 is set to output "Dolby Digital". If I change the setting to "Dolby Digital to PCM" I lose sound on all channels. 

      • Ashleigh_C's avatar
        Ashleigh_C
        Icon for Forum Team rankForum Team
        2 years ago

        Hi there Trev04 

        Thank you so much for your post and welcome to the community forums, it's great to have you here. 

        I am so sorry to hear that you are facing this issue and a big thank you to both japitts and danb1989 for their help so far. Have you been able to try the advise given in the last post? 

  • danb1989's avatar
    danb1989
    Tuning in
    2 years ago

    I am having the exact same issue... recently brought the same tv and having itv issues with sound. Have you been able to fix it?

  • danb1989's avatar
    danb1989
    Tuning in
    2 years ago

    I have managed to temp fix it until ITV decide to use Dolby...go onto the V6 settings and change the audio from 'follow content' to 'PCM 2.0' that way ITV has sound. 

    • Trev04's avatar
      Trev04
      Joining in
      2 years ago

      Hi there. I've gone into settings and it appears my V6 box does not have a"follow content" area. I can only select Dolby Digital or Dolby Digital to PCM. When I change from "Dolby Digital" to "Dolby Digital to PCM" I lose sound on all channels.  Very frustrating. 

    • Trev04's avatar
      Trev04
      Joining in
      2 years ago

      Hi, virgin engineer checked everything out this morning.  There is no fault with the V6 box. Seems to be a compatibility issue with the TCL

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        2 years ago

        Hi Trev04, 

        Thanks for taking the time to come back and update us. 

        We're sorry to hear the suggestions given haven't helped and the engineer was unable to resolve things. 

        It may be worth referring to the TCL Handbook or see if they have a forum for support to see if there are other people who have had the same issue and managed to find a work around. 

        If you find one, pop back and let us know 🙂

        Thanks, 

    • Trev04's avatar
      Trev04
      Joining in
      2 years ago

      Tried changing the audio settings. With PCM 2.0 I lost sound on all channels