Testing YouTube App

[mjkerr]

I decided to test the YouTube App this week
For some reason there was no sound on Wednesday
I then tested again on Thursday, exactly the same
I then attempted today, no change

Have I missed something?

[mjkerr]

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@David_Bn wrote:

can you please advise me if you have any sound issues on any other applications or services?
Are you logged into an account on the YouTube app, or are you using this without an account being logged into?

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I rarely use the My5 App
As above, no issues
I have tested a few others but as they require an account I do not use them

I do not use my YouTube account with this service
I can preview and select videos
However there is no sound
I can search without any problems
I can use Voice Control to search for videos

[mjkerr]

As an aside
I trialled the NetFlix App (free account for 30 days)
However I was unable to watch any content, so closed the account
I had support from NetFlix, and they advised the broadband connection was unsuitable (below 10Mbps)
I went back to Virgin Media with this advice
My broadband package is 200Mbps

My main computer connects to the router at 200Mbps
My iPhone connects on the 5 GHz
My laptop connects on the 2.4GHz
I assume the Virgin Media TV 360 connects on the 5 GHz

The Virgin Media TV 360 is directly under the router, distance is about five metres
The laptop is furthest away, distance is about 10 metres
A typical speed test returns 10Mbps

[Tom_W1]

Hi @mjkerr thanks a lot for your reply.

In terms of YouTube, this does sound like a very basic request but can you make sure that the Mute option is not enabled on your videos when you play them? Have you checked the sound levels on the videos on YouTube?

Apologies regarding your Netflix issues - in terms of speeds, we do not guarantee these via wifi and your Minimum Guaranteed Speeds are obtainable via ethernet connection, so a wired connection directly to your Hub.

I know you've mentioned TV360 being 5 metres away, so you may possibly be able to purchase an ethernet cable that long which will definitely help - unfortunately, the ones we provide are just short of this length and more standardised sizing.

I hope this helps and please let me know how you get on.

Many thanks

[mjkerr]

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@Tom_W1 wrote:

In terms of YouTube, this does sound like a very basic request but can you make sure that the Mute option is not enabled on your videos when you play them? Have you checked the sound levels on the videos on YouTube?

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I am unable to find a Mute option within the YouTube App

For testing -
I have selected one video on both my laptop and TV 360, so both are connected on Virgin Media
On my laptop I have full control, including sound
On the TV 360 the only control is play / pause
I can then select Channel / CC / Like / Dislike / Save / Settings
The Settings are only for quality and captions

The Mute button the remote does not operate, as sound is controlled from the SONY Home Cinema
I can check this is functioning by swapping back to the Virgin TV channel
Equally, if I load any of the other Apps I use (My5 and All4) there is sound

This problem only occurs with the YouTube App

[Steven_L]

Thanks for coming back to us @mjkerr, please could you try to clear your TV's cache, you can do this by following the below 

Home > Thumbs down > Thumbs up > Play > Play > Play

Please give this a try and let me know, if you have any luck.
 

Regards,

Steven_L

[newapollo]

Hi @Steven_L 

I'm afraid the OP has a 360 box. The method of clearing the cache that you describe works on TIVO/V6 boxes.

[mjkerr]

I briefly had some sound during another test on Saturday
The advert ran, no sound
When the video started there was sound
However, I then noticed there was a dreadful time delay!
I tried to measure it, and it was close to eight seconds
The video stopped abruptly after about three minutes, stuck in pause
I had to exit and return to the TV Channel

Is the YouTube App optional, or should it work?

[roy247]

It should work and works well on my 360 and mini box.

[Steven_L]

Thanks for coming back to us @mjkerr, I think the next step that we could try would be to replace your box, would you like me to arrange that for you?

Regards,

Steven_L