Forum Discussion

Goldsmt's avatar
Goldsmt
Settling in
26 days ago

Poor sound quality since moving to Virgin

All channels through the Virgin stream box have poor sound quality, muffled speech especially bad. Some channels are worse than others, but viewing dramas and films is particularly bad, resorting to putting on subtitles.

When viewing via other platforms, apple, prime, Netflix etc directly through the TV app there is no problem. I've tried changing the options in settings but this makes no difference. This is annoying as I'm now locked into a 2 year contract. Please advise

 

2 Replies

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    26 days ago

    As the problem is only with the audio format coming from the Stream box, so force the box to output PCM like this:

    Settings → Audio → Digital audio format → set to PCM

  • Deepak_S's avatar
    Deepak_S
    Icon for Forum Team rankForum Team
    23 days ago

    We’re really sorry to hear about the sound issues you’ve been having with your Stream box Goldsmt. This definitely isn’t the experience we want for you, especially when it affects dramas and films where clear dialogue is so important.

    As the sound works normally through apps like Apple TV, Prime Video, and Netflix on your TV’s built‑in apps, it does sound like the issue is specific to the Stream box itself rather than your TV.

    To start with, please try the troubleshooting steps on the following link, which covers sound and picture issues for TV and Stream services:
    🔗 https://virg.in/fixyourtv

    If nothing changes after trying those steps, just let us know — we’ll be more than happy to look into this further and make sure we get things sorted for you.

    Thank you for reaching out, and we’ll get this resolved as quickly as we can🙂