Virgin Media Community

[ajvega]

Sorry if this is in the wrong place but I'm really not sure where get help for it. Since yesterday when when using the Sky Cinema app on my mobile it works fine for login and picture but there is no sound on any of the channels. The sky sports app and my virgin tv go apps are fine it's just the sky cinema one. If anyone could give me some advice or  give me a link where I could get some help on the issue I'd be thankful 🙂

[Martin_N]

Hi ajvega,

Thank you for your post. I'm sorry to hear about this. 

Is this happening on multiple films?

^Martin

[ajvega]

It's fine if I use on demand to watch a movie.It has no sound when I stream the Sky cinema channels . So in more detail, I load up the sky cinema app then click the "TV Guide" that then shows me what is on for the next few hours on all the Sky Cinema channels. I click a channel then the film that's on. I then click "watch" in the bottom left corner then the "continue to SkyMegahitsHD" for example. It then loads up the channel and the picture is fine but no audio. Iv'e tried all the channels and it's the same. I have cleared the cache, cleared the data, re installed the app even factory reset my phone and it is still the same. It is not my phone as I said the sky sports app Virgin tv go app stream just fine. 

[Martin_N]

Do you have any other handsets that you can test this on?

^Martin

[ajvega]

No 😞 I mean it's not a massive deal. I do like to leave a channel running when I go to bed though and fall asleep 🙂 just seems odd.

[Gareth_L]

Hello ajvega

Can I please ask what device you are having the issue with Android or IOS

Does this happen on our WiFi as well as your Mobile Network?

Gareth

[LonelyBlade]

Apologies to all but can I please hijack this thread?

I'm having the exact same problem with my Android phone. The audio is not working ONLY when watching live Sky movies. Anything from the on demand section works fine - even the exact same film.

All other apps (including Sky Sports) work fine and so does everything else on my phone.

Any ideas anyone?

Thanks.

[ajvega]

Sorry for the late reply . I'm on android version 9. It happens on both WIFI and 4G and I'm glad it's not just me having the issue. It comes on for like a millisecond then just goes off when you load a channel up.

[Chris_W1]

Hi LonelyBlade

Thanks for the message 

We are sorry to hear that you are having issues with the App. 

Can you confirm if uninstalling the app helps? 

Are you still having this issue with the service? 

Chris. 

[LonelyBlade]

Yes Chris - still having problems. I had already uninstalled and then reinstalled the Sky Movies app before my first post and it had no effect. I have also just tried the same with the Virgin app and there is no change either.

Edited to add - I have just looked at the reviews for the Sky app on Google Play Store and it's clear quite a lot of people think exactly the same about the quality of product - it gains a wonderful 1.6 stars out of 5 🤔