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

[charlestsa]

For 42 days I have been battling with Virgin to get a replacement box due to intermittent lip sync Issues using the optical out.

Today they finally replaced the box and I was informed again that they do not support third party equipment ,but it is the V360 that is the cause of the issue,not the soundbar or external receiver !

Put simply if you have a proven lip sync problem then Virgin will not put it right. In my case I was able to prove with the help of Samsung and Denon that it was the V360 causing the problem.

This is a new low for the absolutely appaling customer service from Virgin.

Not surprising they are bottom of the league again regarding their treatment of customers.

I cannot think of ANY manufacturer of ANY item that will not accept their product has a fault and expect another manufacturer to sort it out

[Robert_P]

We can see you're currently in a Private Message discussion with my colleague, please respond there to ensure all of the information is kept in one place.

Rob

[charlestsa]

I am NOT in private conversation with anyone and wouldn't go down this route anyway.

The issue needs an official answer on THIS forum not hidden in a private message group.

Once again I ask a senior manager to post a reply HERE as to why they are adamant that a PROVEN fault with THEIR product is not for them to sort out,but is the responsibility of other manufacturers.

[Martin_N]

Hi charlestsa,

We have offered to help and investigate this matter by private messaging. For further assistance you would need to respond to that message. 

^Martin