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Soundbar problems

Joining in

I have got a soundbar but when using v360 box the sound keeps going off for a couple of seconds then comes back on.. I have tried a new HDMI leaf and a different socket.


Very Insightful Person
Very Insightful Person

 Hi @JudyB2366 

Go to Settings > Audio & Video  >  Dolby Audio >

There are 3 options, Always Convert,  Follow Content and Disabled.

Try each one and see if this fixes the issue. I have mine set to Follow Content and have no problems.

I don't work for Virgin Media.
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Thanks I will try that

Joining in

I have tried going to settings and trying what you advised but still no better

Hi there @JudyB2366


Thank you so much for your post and welcome back to the Community! 


I'm so sorry to hear you are facing this issue with your sound! 


Can I ask if you are noticing any issues with sound when the box is not connected to the sound bar at all? 


Thanks again. 

Joining in

The sound only seems to play up now when we use the sound bar and the virgin box together.there was a problem with the virgin box but they seem to have fixed that. if we use the sound bar with the DVD player then the sound is perfect.

Hi JudyB2366, 

Thanks for coming back and confirming that the sound is working fine on the Virgin TV box when the soundbar isn't connected. 

I've had a look at the box stats today to see if there is anything to suggest an issue with the 360 box itself but it's not bringing any stats. Can you ensure the box is switched on and left on so we can run some further checks on it? Just post back here once it's on and leave on until we reply back. This will give us a chance to run some tests and check things further. 

Many thanks,

Forum Team

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I am having the same issue. Although when I connect initially the sound works for between 5-10 seconds. It then goes mute. I have tried all settings (follow content, pcm 5.1, pcm 2.0) and this does not solve the issue. 

I have tried the sound bar with another device and can confirm it works fine. 

I can also confirm there is usually no problems with my virgin box up to now. 

Up to speed
May not be the ideal solution but can you connect your soundbar via optical rather than HDMI to see if that makes a difference?

May not be an ideal solution but can you connect your soundbar via optical rather than HDMI to see if that makes a difference?