Virgin Media Community

[Arrowmunda]

Spoiler

Every HD channel, even if recorded, the audio is choppy, to the point it is unwatchable, pausing or turning over fixes the issue for a second or two or doesn't fix it at all, been going on for 2 years now, when I ring customer service they say they need to send a different signal to my box, seems to work for a few weeks, then back to choppy sound again. Have rang customer service 2 days ago and he said it is sorted now and I definitely won't get any problems now... Still choppy audio, I've changed the hdmi port, hdmi cable and reset everything. No idea what else I can do?

[japitts]

I'm quite surprised that anyone would have a fault for 2 years and not report it - but at least you're here now.

Do you have any issues with your TV picture breaking up and/or pixellating? That would be good evidence of a signal fault if you do.

Or is this just a sound problem? Does it affect - live TV? OnDemand? Recorded programmes?

How is your V6 connected for sound - are you just using an HDMI lead directly to your TV? Or do you have any optical connections and/or AV kit involved?

[Arrowmunda]

I have reported it, 5th time now, picture is fine, recorded HD shows / channels, even the new spiderman film we bought 2 weeks ago from the virgin store, the audio was the same, it's not all the time but 60 to 70% of the time.

Picture is fine, just HD channels have an issue. I do have the audio connected from the TV to a sound bar via optical cables, however I get the same issue when the sound bar is disconnected (tv speakers)

[Roger_Gooner]

I think a tech should be sent round with a replacement V6. He can also test the signal levels.

[Akua_A]

Hi @Arrowmunda,

Welcome back to our community forums and sorry to hear you have been having ongoing issues with choppy sound as well as with HD channels. We can understand this is not ideal and we want to best help.

I have had a look at our systems and I can see you had a very recent update to your package. Just to confirm after this upgrade, are you still having the same issues? Do you need any further help?

Thanks,

[Arrowmunda]

Hi, yes still have ongoing issues regardless of package change.

[Ryan_N]

I will send you a private message to confirm some details 🙂 

Cheers, 

Ryan. 

[Ryan_N]

That's great - thank you. 

I am going to arrange a technician come out to you - do any days/times work good for you? 

Cheers, 

Ryan. 

[Arrowmunda]

Thursday or Friday if possible any time

[Zach_R]

Hi @Arrowmunda,

Thank you for confirming, and apologies for the delayed response here.

A technician appointment has been booked, though I'm unable to confirm the date/time of the booking publicly for you. However, you can check and manage/reschedule the appointment if needed via your My Virgin Media online account.

Be sure to let us know how the visit goes.

Thanks,