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No sound on itv channels

jjalexan
Tuning in

No sound on commercial Channel’s since Saturday on main box, second box all working ok. I have reset both the box and router according to the video on the app still no joy, any ideas?

3 REPLIES 3

newapollo
Very Insightful Person
Very Insightful Person

Hi @jjalexan 

You had a similair issue in June, but you never updated the thread <here> to advise which box it was, or if/when/how it was resolved.

Have you tried swapping the boxes around to see if the fault follows the box?

How did you reset the box?

Have you tried a different HDMI lead, also a different HDMI socket on the TV?

It seems very odd that only 'commercial channels' (ITV channels) are affected, and that they were also affected last time.  Any problems with apps this time around, or  5 USA, 5Star, Really and others which were affected last time?

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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Sabrina_B
Forum Team
Forum Team

Hi @jjalexan 👋.

Thanks for reaching out to us, apologies for the issues that you are having with sound on ITV channels. Can we ask is this on all ITV channels? As Newapollo has advised, have you tried reseating the cables and switching out the HDMI cables, and also ensure that the channel settings do not have the mute option on. 

Please let us know how you are getting on.

Sabrina

Hi, thank you for the reply. We were about to check the HDMI lead and change box’s over when the problem resolved itself. When we turned the TV on on Saturday morning the sound was back on all channels affected.

Yes we did have a similar problem in June and, as with this time, it resolved itself after around 7 days. We did call Virgin Media this time and, after doing numerous checks the issue was referred to their engineers and we were told if it hadn’t resolved itself or we hadn't had a call after 5 days to call back. As it resolved itself, before having to call them back, we can only assume the engineers did something their end which resolved the issue for us.