Virgin Media Community

[EmmaLu80]

Saturday night, watching a popular show such as Strictly, Ant n Dec, Celebrity GMOH, and the sound goes. Tried popping back in but then just stays off. Soooo frustrating as only family time together and it’s always on a weekend evening!!  

any help gratefully received as working long shifts unable to make a call and be on hold to Virgin. Tried off n on, but not sure what else can do?

[japitts · Accepted solution]

What do you mean by "tried popping back in"?

Are you saying the sound stops while you're watching the channel live? Or are you watching a recording?

[EmmaLu80]

Thanks for taking the time to answer my message. It cuts out whilst watching live television. It will cut out for 20/30 seconds then come back intermittently, and then completely cut out. Turned onto standby and back on - no sound any channels. Turned off at plug, when back in sound for around a minute then cuts out. On all occasions, turning off and coming back to it  in an hour sorted the problem but obviously very inconvenient. Never happened in catch up or Netflix/prime channels. 
thanks

[japitts]

Instinctively, I'd want to check the HDMI leads & TV port first.. just to rule them out.

However, given this doesn't affect OnDemand or streaming...

1: Is this problem only on particular channels, in which case which ones? Including SD/HD?

2: Presuming you're recording these same programmes as well - does the same problem happen on the recording? How about if you pause the live programme and watch it slightly delayed?

[Serena_C]

Hi @EmmaLu80

Welcome to our Community Help Forums 🙂 Thank you for making your first post regarding the sound issues you have been experiencing on certain channels, I would like to apologise for any frustration this has caused.

I have checked our systems to run diagnostics on your TV box, please can you let me know if  the power button on the front of the box lit white?

Have you tried recording the shows and watching them back - does the sound issue still happen on the recordings?

Best wishes,

Serena