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Nelson1272
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Intermittent dound on UHD channel

Just got my V6 box but have a problem.

When watching recorded programmes from UHD channel the sound drops in and out.

I have tried changing the Dolby settings on the V6 box but it is still the same. 

I'm waiting for a call back from Virgin to rectify but that should have been by yesterday.

Any ideas?

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ozsat
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Re: Intermittent dound on UHD channel

A search for the issue would have found about five active threads discussing it.

Main one is at Intermittent sound on Btsport 4K 

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Beth_G
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Re: Intermittent dound on UHD channel

Hi Nelson1272,

 

Thanks for posting and a very warm welcome to the community 🙂

 

I am sorry to hear you've been experiencing some issues with the sound on your V6 recordings. I've had a quick look on your account to find that you were able to contact our faults team yesterday regarding this. Has the issue now been resolved off the back of the call, or are you still having any issues?

 

Thanks

 

Beth

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Nelson1272
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Re: Intermittent sound on UHD channel

Hi

I'm still having issues with the sound on UHD recordings cutting in and out.

Kind Regards

Neil

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Beth_G
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Re: Intermittent sound on UHD channel

Hey Neil,

 

Cheers for letting us know, although I'm sorry that you haven't been able to get this sorted since posting.

 

Okay - so I have checked the back end of your services and can't see any issues with your signal levels ect that could be the cause of the issue. Do you have multiple V6s/Tivos that are also share this problem?

 

Also, I just want to double check if the sound on live UHD is working ok?

 

Thanks

 

Beth

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Nelson1272
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Re: Intermittent sound on UHD channel

Hi Beth

This is the only box that I have UHD on and the live tv sound is fine. Its only the recorded sound. The rest of the recordings are fine.

When listening to the box when the sound isn't working, it seems as if it is trying to catch up, like the hard drive in it is frozen. 

Hope that helps

Kind Regards 

Neil 

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ozsat
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Re: Intermittent sound on UHD channel

As I said at the start - it is a known issue with a fault number.

It will be fixed in the next firmware rollout.

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Nelson1272
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Re: Intermittent sound on UHD channel

I didn't get that message.

When is this firmware update coming?

How do I disable UHD recordings from BT sport, and still record HD ones?

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ozsat
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Re: Intermittent sound on UHD channel

It was the reply to your first message.  Only VM can say when the update is coming.

For now in the Series Link - set the episodes to ALL - which will record both HD and UHD versions.


@Nelson1272 wrote:

I didn't get that message.

When is this firmware update coming?

How do I disable UHD recordings from BT sport, and still record HD ones?


 

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