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Audio Sync problem with new 360 box

MrUnhappy2
On our wavelength

I have had the new V6 /360 box for 10 days and have problems with the audio synchronisation.

My TV is a 4 year old 50" Sony Bravia with Sony sound bar. When I had the Tivo and the model before it I never had any problems.

The audio is okay with the soundbar off but when using the soundbar the audio drifts after about 5 mins. I have tried Dolby On/Off settings , audio delay set to 20m/sec and follow audio On/Off. All work for 5 mins then drift. 

I have telephoned Virgin on 2 occasions the 2nd time getting through to their 2nd tier support. Went through all the power down re-boot etc  but still the same issues.

Anyone else have this problem and any suggestions?

 

Thnks

365 REPLIES 365

Anonymous
Not applicable

Thanks for that. 

Anonymous
Not applicable

Hi Roy,

I’m to make some sense of how my set up is working in each room. I have:

LIVING ROOM:

Panasonic TX65EZ952B TV

  • HDMI1 - AppleTV
  • HDMI2 (ARC) - Panasonic SCALL70TEBK Soundbar .
  • HDMI3 - Virgin 360 (V6 box)
  • Connected to Soundbar - Panasonic DMPUB900EBK NATIVE 4K BLURAY Player (I think this is the case, it was installed by the local Panasonic specialist. And I can’t find anything else connecting the soundbar to the TV.)

 

I have had zero issues at all with this set up. I have never experienced any audio sync problems at all.

 

MASTER BEDROOM:

Panasonic TX50EX700B TV

  • HDMI1 - Virgin 360 (V6 box)
  • HDMI2 - Panasonic SCHTB488EBK Soundbar
  • HDMI3 - AppleTV

 

I have had big audio sync / clipping problems with this set up since the very first 360 upgrade occurred. I have tried switching around the devices into different inputs with no success.

This bedroom soundbar, which is not nearly as ‘premium’ as the one in my living room (as this is very much a secondary watching room) only has the one HDMI input on it, so there isn’t the option to connect it the same as the one in the Living Room.

I have a lot of upper body, shoulders and arms paralysis and partial paralysis (from a broken neck 10 years ago)  and it is really difficult for me to trying pulling either Tv away from the walls. They are both on wall mounted brackets, rather then sitting on their stands, so any kind of manoeuvring on my part to try and see the connections is fraught with great nervousness as I know if it was to slip etc. I would not have a chance in hell of catching it.

I’d be interested if anyone can explain how the ARC channel operates and now the set up in my Living Room works, and in my Bedroom just doesn’t?

Many thanks all,

if we keep at this long enough we will solve Virgin Media’s problems for them!!

Hi SepticTank,

I assume you have tried adjusting the sync setting  that Panasonic call SPDIF delay on the TV, how to find it from their manual,

Advanced settings

1. Display the menu with MENU.

2. Select Sound and press OK to access.

3. Select one of the following items and press OK to access.

NICAM  /Audio Preference  /SPDIF Selection  /HDMI Audio Format  /PCM
Optical Level  /SPDIF Delay  /HDMI Input

4. Set the item and press OK to store.

check that SPDIF Selection and HDMI Audio Format are both set to Auto or Bitstream for the Audio Format, I would guess they already are and set the 360 to follow content.

If someone else has the same setup as you they may be able to give you first hand advice.

 

Anonymous
Not applicable

Many thanks for this. It’s really helpful. I will try this out later when I get time. 

This topic was created over 2 years ago. What an absolute joke that there is still no fix. I'm STILL having to connect my soundbar via optical which means I don't get the benefits of ARC and have to keep an extra remote beside me. 

I gave up and bought a surround system with an HDMI input. 

Anonymous
Not applicable

I totally agree with you. It is an absolute joke. I am now counting down the days until the end of my contract where I will be arranging an install from Sky to coincide with contract end date. 
When I consider

1) the huge backwards step In functionality (compared to that of TiVo) that occurred when Virgin sold me on “upgrading” to the TV360 software. I’d swear that the whole TV360 platform was written by some undergrad while on their year placement.

2) the total lack of delivery of any extra functionality from Virgin Media to their TV360 platform in the last 12 months that I have been unlucky enough to use it. 

3) the total disregard for the concerns of their customers when it comes to these audio synchronisation issues being experienced. For the first 5-6 weeks after “upgrading” I made many calls to customer support. Was given promises of calls back, which never ever occurred. Or promises of escalations to higher levels of their technical support, as well as calls back, which also never ever happened. Followed by outright statements telling me that it must be my speakers, regardless of the fact that they had all worked perfectly together with exactly the same hardware previous to the TV360 software install. They basically said they didn’t believe me. So in the end I gave up calling them altogether. 

4) absolutely no sign of 4K UHD HDR Sky Sports F1, and no communication of when it will or won’t happen. This was something I was told was on the horizon around 18 months ago.   

5) and, lastly, zero communication of any kind from Virgin Media informing us of expected future functionality and development work to take place. This, despite commitments made 12 months ago of regular communication about the direction they were looking to move in. 

A Very Happy New Year to you Virgin Media.

I’m afraid to tell you that customer apathy is the very worst thing you can cause if you are actually the least bit interested in repeat business. I’m even too **bleep** off to write to your CEO/COO to tell them how I feel and why I will not even consider renewing my contract. If I tan a company like that I would not expect to succeed. I think that a large customer base, leading to large profits has led to a district laziness and lack of concern for customer satisfaction. 

As for everyone on this forum. I truly hope that Virgin Media will finally address these issues for you all, though I wouldn’t hold your breath waiting. 

A Happy 2023 to you all. 


@jamesredfern wrote:

I gave up and bought a surround system with an HDMI input. 


My next test is to see if running the 360 box through my firetv cube 3rd gen corrects the sync issue. 

Hi thanks for posting and welcome back to our community.

Sorry to hear you've had an audio sync issue with our TV 360 service. Sorry for any inconvenience this may have caused you. How are things now going for you?

Regards

Lee_R

Read the past 34 pages. Nothing has changed.