Upgraded to 360 and picture/sound keeps on cutting out

[SarahS2]

We have just taken the 360 upgrade but now programmes keep on cutting out every few seconds; sometimes it’s picture and sound (to black screen with text at top hdmi2 /tuner2 (virgin tv)  ) and sometimes just sound for a 2-3 seconds. Is anyone else experiencing this?

[newapollo · Accepted solution]

Hi SarahS2,

Have you checked that the HDMI cable is snug and tight, or swap it for another HDMI cable and/or socket.

Have you rebooted the 360? This often cures problems.

If that fails you could try a factory reset.

To factory reset go to Settings (the cog at the end of the Home menu) > System > Factory Reset.
It's actually misnamed and only a partial system reset and not a complete factory reset. You are given 2 options
Keep Recordings
Format Disk

Choose Keep Recordings, choosing that first option means you won't lose your recordings or any links you've set up (but will have to sign into apps such as iPlayer, Prime, Netflix and ITV Hub again)

[SarahS2]

Hi I have tried these and it still doesn’t work properly. It was working fine beforehand. 
It’s even worse if we try to watch Netflix as it keeps on cutting out every few seconds and we get the error ‘we’re having trouble playing this title at the moment ’ (which is something I used to experience regularly but haven’t suffered for the last year /since I was upgraded to the V6 box). 

[Sofia_B]

Hi @SarahS2. 

Thanks for your post 🙂 

I'm very sorry to hear you're experiencing picture and sound issues with your 360 box, I appreciate this is frustrating and we apologise for any inconvenience caused.

I've managed to locate your account via the information provided on your profile and I'm having some issues reaching the 360 box to run some tests for you. Is this currently turned off? If so, are you able to turn the box on so we can run further diagnostics. 

Thanks, 

[SarahS2]

Hello Sofia thank you very much for getting in touch. I am not at home this evening, how ever the box is not turned off and I know my partner was watching one of the channels as he told me. We never turn it off. 

I will - however speak with my partner first thing and get him to double check and confirm.

thanks very much Sarah  

[Beth_G]

Hi Sarah,

Many thanks, please do let us know so we can check the box

The box will also need to be connected to the internet for us to run diagnostics so if you could check that too, that'd be great 🙂

Beth