Forum Discussion

daznflo's avatar
daznflo
On our wavelength
2 years ago

Re: ITV sound dropouts since recent software update

Hope I’m ok jumping in.

we have exactly the same problem. The ITVX logo starts barely visible in the bottom right of the tv screen.

The sound and picture glitch but it seems to happen mostly during adverts. The picture freezes but the sound continues or both picture and sound both freeze at the same time. When watching live tv from the tv guide.

we have tried the following:

Rebooting the Stream box.

rebooting the tv.

Unplugging all devices from the mains for 20mins

unplugging the router from the mains for 20mins

disconnecting all hdmi cables changing hdmi cables around and swapping hdmi cables.

when watching ITV1 HD via Freeview it is faultless so it’s definitely stream box related.

The only thing we haven’t done is a full reset on the steam box..

Not sure what else to do…Thanks 

42 Replies

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  • corky123's avatar
    corky123
    Dialled in
    2 years ago

    Just to say I still get the same issue on ITV 1 every single day, sometimes it’s quite bad. I have not a chance yet but I need to put my VM hub back into router mode and set up the same SSID’s as my own router, then carry out more testing to see if it still happens, I’m sure it will but need to eliminate my own router of course. I’m still convinced it started just after a software update as well.

    its good to see I’m not alone with this issue at least.

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

      Hi corky123 👋.

      Thanks for reaching back out. Apologies for the issues that you are having with ITV1, it will not be related to the Hub unless it is affecting other channels especially OnDemand and streaming services. We can assist you, we would need to bring you in for a private message to discuss this and resolve. 

      Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina
       

      • corky123's avatar
        corky123
        Dialled in
        2 years ago

        Hi Sabrina,

        Thanks, yes that's correct all other channels and on demand are fine, also recently had the stream box replaced as well and the issue is still present.

        I have replied to your private message.

        Thanks

         

         

  • TheRookieGB's avatar
    TheRookieGB
    Dialled in
    2 years ago

    hi all

    Virgin 1gb broadband and Virgin Stream Box.

    ITV 1. Audio pauses and picture freezes for 1/2 second. This happens 95% during the adverts. Highly annoying. 
    Tried changing the audio settings to PCM from Dolby as others have said but that did nothing. 

    As there seems to be a lot of people on here with the same issue:

    what is the fix? 

    1. New box?

    2. ITV and VM box issue via software 

    3. firmware or software update needed?

    This must be a ITV to Virgin issue as it only does it on ITV1. If it was a box issue it would do it on all channels. Must be a compatibility issue or data spikes/lag. 

    PLEASE, can VM admit there is an issue and if it’s an easy fix then provide it or run an update to the box.

    i hate it when on these forums they go cold as the people on there have had a private message and their issue sorted, then the trail runs dry and others don’t know the fix provided.

     

    cheers All.!

  • JDX98's avatar
    JDX98
    On our wavelength
    2 years ago

    Thought I would jump into the thread here - I am also experiencing audio/picture freezes on ITV 1, definitely noticed it this evening when watching I'm a Celebrity... They last about a split second, but definitely noticeable.

    Would love to know if this issue could be fixed, definitely seems software related as the other channels including Sky and BBC are not having these issues.

    My stream box was installed late October.

    Thanks

  • corky123's avatar
    corky123
    Dialled in
    2 years ago

    Don’t take this the wrong way but I’m glad more people are now reporting this issue. Maybe now Virgin will finally make this a higher priority and look to resolve the issue.

    Mine has been unplugged for a while now, using ITVX onATV, zero issues.

    • Rayek22's avatar
      Rayek22
      On our wavelength
      2 years ago

      Hello

      Restarted virgin broadband last week and installed the stream box. It automatically updated the software but then noticed the stuttering on ITV1 during advertisements . Tried all the things that others have tried without success.

      I did have a stream box earlier in the year before cancelling broadband and did not have this problem.

      Any help would be appreciated 

      Ray

    • JDX98's avatar
      JDX98
      On our wavelength
      2 years ago

      Definitely needs flagging - but its not worth my time sitting in hold music to a call centre who I doubt would be able to help. Could always try a new stream box, but not convinced would work either...

  • corky123's avatar
    corky123
    Dialled in
    2 years ago

    I got a replacement stream box a while back, the engineer came and installed it, exactly the same issue.

    i know for a fact the issue started straight after a software update.

    it was perfect before then.

    they need get this sorted asap.

    i even volunteered to test any new software for them as i know know very quickly if it’s working properly again.

     

     

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

      We are looking into the issues with ITV at the moment, we have just passed this back to the team to have them investigate. We will send an update once we have something back from the team. 

      Kind Regards,

      Steven_L

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team (Retired)
      2 years ago

      Hey corky123 Thanks for reaching back out to us on the Virgin Media forums. 👋🏼

      Can I ask if this issue still continues even with a replacement of the HDMI cable or does it still occur with the same channels?
      Are any other channels being effected as well as the main ones? 

      Is your TV box on the latest software / firmware update?
      Let us know.

      Kind regards,
      Ilyas.

      • corky123's avatar
        corky123
        Dialled in
        2 years ago

        Hi Llyas, I’ve already answered these questions multiple times, on here and in PM.

        if the version is still v5.05 then there is still no fix yet.

        As per message from Steve above it’s being looked into and I was waiting for an update etc.

  • JGTurn's avatar
    JGTurn
    Just joined
    2 years ago

    I am a new Virgin Broadband customer (3 weeks) and have the stream box too. We also have this issue.  Virgin have changed our box but it remains the same - picture and sound briefly pause on ITV and especially during adverts. It is annoying. My Sky TV package is due to end in a few days and I am thinking I may have to end up keeping it as this is just so annoying!

  • JGTurn's avatar
    JGTurn
    Just joined
    2 years ago

    Also to add the HDMI cable was changed by the engineer.

    • Mattydub's avatar
      Mattydub
      Joining in
      2 years ago

      Also have this issue on stream box. New customer since December 23. Really annoying and there doesn’t seem to be any updates. Box was installed by engineer with virgin hdmi cable etc.  

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

        Hi Mattydub 👋 Thank you for your post and welcome to the Virgin Media Community 😀

        We're sorry to hear about the issue you're experiencing 😔

        Has there been any change at all since you posted? If not, have you tried going through the process of firstly rebooting your Hub and then rebooting the Stream box?

        Please pop back to us at your earliest convenience.

        Regards,
        Daniel

  • corky123's avatar
    corky123
    Dialled in
    2 years ago

    Finally looks like it’s been fixed with software version 5.07

    will continue to test of course.