Virgin 360 Sound Sync with Samsung OLED TV and Soundbar

[charlestsa]

I am using the V360 with the above Samsung equipment.Purchased last year.

Virgin customer service are saying that they are not responsible for faults connecting third party equipment despite THEIR equipment being at fault!

Connect via HDMI direct to TV Sound is Fine.

Use HDMI from Samsung TV via ARC to home cinema amp  Sound is Fine.

Connect optical out from Samsung to Soundbar Sound out of sync.

Connect optical out direct from V360 to soundbar and Sound still out of sync.

Samsung HAVE been very helpful and taken over the operation of the TV and confirm that the soundbar is working fine and confirm that the output settings on the V360 are correct

[Sabrina_B]

Hi @charlestsa 👋.

Thanks for reaching out to us, apologies for the issues you are having with audio syncing. I am afraid that optical would not solve those issues as it is not compatible with HD audio/visual technology, it would be a HDMI (ARC) connection only that would fully resolve the issue as Weill as a resolution check on the TV and the 360 box as the 360 box does not support all HD resolutions. 

1080p with HDMI (ARC) connection from soundbar to the tv would sync the audio and visual. 

I hope this helps. 

Sabrina 

[charlestsa]

This is to be honest a hi tech reply of no substance.

The V360 box used to work fine using the optical output .

The Sky Box works fine if I choose to use it through that route.

Also connected 3 other TVs using optical out to the soundbar also fine.

Will someone at Vigin please take on board the simple fact that the optical out no longer functions correctly and needs to be fixed.

I am fed up with hearing from Virgin so called customer care that we are not responsible for third party equipment.

The box IS your responsibility. It has a proven fault.Fix it.

[Paul_DN]

Hi charlestsa,

Thank you for reaching out to us in our community and welcome back, we are really sorry to hear your sound bar is no longer working correctly with our 360 box, we understand you have spoken to us and we have been unable to help, as previously advised we do not support 3rd party equipment, if you have a sound issue using just the 360 box we are able to help, we do have our Gadget Rescue who may be able to help, you can  find out more here.

Regards

Paul.

[charlestsa]

Let's look at the simple facts.

1.The Virgin V360 box used to work fine through the optical out.

2.It no longer does that.

3.It is the responsibility of Virgin to put this right. 

4.I don't expect Virgin to support third party equipment,but I DO expect them to put right a proven fault with THEIR equipment .

5. Samsung and Denon have been extremely helpful in trying to sort out the issue and have been able to prove that the fault is NOT to do with their equipment.

6.Get another party involved,Gadget Rescue,no way. 

PLEASE WILL SOMEONE AT VIRGIN TAKE ON BOARD THAT IT IS YOUR PRODUCT THAT IS FAULTY AND IT IS YOU THAT NEED TO PUT IT RIGHT,NOT PASS THE BUCK TO ANOTHER COMPANY TO SORT OUT.

I KNOW CUSTOMER SERVICE AT VIRGIN IS APPALING BUT NEVER IN MY LIFE HAVE I EXPERIENCED SUCH A DISGRACEFUL COULDN'T CARE LESS ATTITUTE AND EXPECT ANOTHER COMPANY TO SORT OUT YOUR PROBLEMS

[Molly_T]

Hi Charlestsa 👋

Thanks for getting back to us. Our sincerest apologies that this has been your experience trying to get support with this soundbar issue. 

As you have mentioned that this did not used to be an issue - when exactly did the soundbar stop working? 

We have raised this internally as an issue to ensure all routes for support are being exhausted, however we do also appreciate you are expressing a level of dissatisfaction at the service, and support offered so far. 
On this basis, if you are looking to raise a complaint we can offer some support with this. We will just need to send you a PM to confirm a few account details so we can arrange this for you.

I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

[charlestsa]

If someone at Virgin would like to check their records they will see that many complaints were raised ,but nothing has happened apart from a call back  to say that the problem was nothing to do with Virgin and once again I was told that they do not support issues with third party equipment.

Is it too much to ask a senior person at Virgin to listen to all the conversations that I have had regarding this issue,read all the posts and then tell me why Virgin are insistent that a problem with THEIR EQUIPMENT,CAUSED BY THEIR EQUIPMENT,PROVEN BY SAMSUNG,DENON AND MYSELF HAS NOTHING TO DO WITH THEM.

It seems that the only way that anyone can get a genuine problem resolved with Virgin is to get media attention through consumer pages in  the press,which always results in the problems being addressed and a very unconvincing apology.

I have been entirely reasonable regarding getting this problem fixed but unless  Virgins attitude changes so this matter can be resolved to my satisfaction this will be the only path left open to myself.

[Arissa_H]

Hi Charlestsa 👋🏼.

Thank you for posting and welcoming you back onto our community forum 😊.

Sorry to see this has happened but I can see our team member has reached out to you on private message, please continue the conversation on there as we will be able to further assist you on there to stop any confusion.  

[charlestsa]

Once again a reply which doesn't answer the question.

Please read my message of Saturday which summarises the issue.

Virgin are still refusing to answer this simple question.

Why do they think that equipment supplied by them which has a proven fault is nothing to do with them ?

[Daniel_Et]

Hi @charlestsa, thank you for your response.

In order to discuss this matter further, you'll need to respond to the private message we've sent you.

Regards,
Daniel

[charlestsa]

I have not received a private message!

What more is there to discuss anyway?

Virgin have all the proven facts but refuse to answer my simple question.

Customer Services are still adamant the lip sync problem is nothing to do with them as they are not responsible for third party problems!

The box is Virgins responsibility to put right. It is THEIR equipment that is causing the problem.

Why cannot a senior manager read through all the previous messages and at the very least apologise for such appaling customer services,put the matter right and make the training of customer service advisors a priority since they have absolutely no idea of even the basics of handling the most simple of problems.

If Virgin still maintain that it is NOT their responsibility to sort this out then please advise who is !