360 randomly drops voice on all streaming apps

[Gwen1818]

I feel like I am going mad.

For the past 6 months, when I have been using Netflix, Disney and now Prime video the 360 box has moments where it completely removes the voice recording of a show (leaving the incidental music etc) or crashes and the TV stops recognising it until I pull the plug out of the wall and reset it. At the same time I can check my TV status and it says it is offline. 

I have changed out the HMDI cable twice, the Lan cable once and none of it has helped. I have rolled back to factory settings. I even changed which HDMI socket I use on the TV. Also, if I use the app on the smart TV there are zero issues with sound.

I think I need a replacement box but I don't know how to go about it without being charged. Is there something I have missed that I could try or is there some way I could just get a replacement box without having an engineer? It happens randomly but often enough that it's become a nuisance and you can guarantee that it won't happen when they are in attendance? 

[jonandmarkuk]

What setting do you have for your sound output. It sounds like it's set to an audio format your TV isn't able to use. 

It would be random as it would depend on what the show was recorded in and outputting. I.e the show maybe sending a Dolby digital audio signal that the TV can't convert correctly.

Check settings in the TV too. I'm not certain that it's an issue with the box or you'd more likely have no sound at all or no picture

[roy247]

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@Gwen1818 wrote:

I feel like I am going mad.

For the past 6 months, when I have been using Netflix, Disney and now Prime video the 360 box has moments where it completely removes the voice recording of a show (leaving the incidental music etc) or crashes and the TV stops recognising it until I pull the plug out of the wall and reset it. At the same time I can check my TV status and it says it is offline. 

 If the box is saying it's offline and the app's are all streamed then that should indicate a network connection problem,  I would have thought you would also lose the video stream and I don't know why if you still have streaming video you have some "incidental music" or have you also lost the video when this happens.

Make sure you don't turn the hub off.

If your box is faulty and needs replacing then it will be replaced free of charge because it is owned by Virgin and should you leave it needs returning to Virgin.

[Matthew_ML]

Hey Gwen1818, thank you for reaching out and I am so sorry to hear about this.

Did any of the advice help at all?

Have you also got a sound bar?

Is it only happening on streaming sites?