No sound on V6

[newapollo]

Total loss of sound on the V6 box.  It began earlier this afternoon with no sound on channels 101 to 105, the rest were working. Then later since 6pm there was sound on Sky News, channel 602, but no sound on any other chanel.

I switched off the V6, and left it for 10 minutes, switched back on but no sound on any channels. Also checked all connections are tight.

The V6 is connected directly to the TV via an HDMI cable. I've tried different HDMI cables and ports, no difference. I've also tried the V6 where my other V6 is located (that one works ok) and still no sound. No sound from V6 apps or catchup TV.

I've rebooted V6 via the box settings.  I've run a test via the Virgin app on my mobile, and also from the web page .I've also checked Service Status and none recorded for  my area(30)

I've also paired and tried a different remote in case the mute button was stuck

Sound is working perfectly on normal TV and Amazon Firestick.

Any help would be greatly appreciated.

[newapollo]

Hi John,

both boxes are working and both have solid white lights on

[John_GS]

Can you check the Audio settings and if it’s currently set to Dolby Digital, try Dolby Digital to PCM instead by following - Home > Help & Settings > Settings > Audio

Can you check the cables are secure from both the TV and STB, and remove from the STB side for 2 seconds then reinsert. If possible, can you try a new HDMI cable?

Kind regards,
 

[newapollo]

Hi again John,

The audio is set to Dolby Digital to PCM.

All the cables are secure, and I removed and reinserted the cable for 30 seconds.

I have tried 3 different HDMI cables and also 3 different HDMI ports on the TV.

Cheers Dave.

Can you check the cables are secure from both the TV and STB, and remove from the STB side for 2 seconds then reinsert. If possible, can you try a new HDMI cable?

[John_GS]

Thanks for coming back to me. 

Have you done a reset of the box to see if this will fix it?

Kind regards,

[newapollo]

Yes John, I reset the box, also cleared and deleted everything so there were no recordings left on the hard drive. I did try playing recordings before the reset, also have tried catch up and on demand and still no sound.

Cheers Dave

[John_GS · Accepted solution]

Thanks Dave, 

Will PM to discuss further.

Kind regards,

[newapollo]

Many thanks to John for arranging a tech visit

[basingmedia]

Hi Dave, I have the same problem. How did you resolve it in the end?

[newapollo]

Hi basingmedia,

I didn't need a tech visit in the end.

I disconnected all equipment (including computers, blu ray etc) from the mains, also all cables, and the firestick from the TV in case that was causing issues.

I then did a major spring clean as it was like spaghetti junction, and then I then connected the router, V6 and TV and voila it all started working correctly again.