Problem with V6 TV box

[jacquildavies]

I’m not sure what’s going on with my V6 TV box. Lately the sound has kept coming and going - it’s just like switching a switch quickly off and on. In this case the picture stays on. Sometimes both the screen and sound switch off and then on again. I have restarted the box which sometimes solves the problem but then returns later.

I have been trying to get through to the technical department but haven’t been able to get through. 

Has anyone any ideas or fixes for this problem?

Many thanks

[japitts]

Is this happening across different video sources - so OnDemand? Live TV? Recorded?

Depending whether it is, the HDMI cable/port is the first check.

[jacquildavies]

Hi japitts

I'll have a look and report back…..

[SpacePhoenix]

Is it just certain channels or all channels (live TV)?

[Megan_L]

Hi Jacquildavies,

Thanks for using the Community Forums to get this issue with your TV sound looked into, I am sorry if this has been causing some frustration 😥 I would be more than happy to look into this for you!

I can see that you last posted about this on Tuesday, is the issue still ongoing? 

If yes, then please let us know and we can get it investigated further 🤗

Thanks,

Megan_L

[jacquildavies]

Firstly the cables are well connected. 

The problem is affecting everything - live TV, recordings and catchup. It happens on any channel. If it happens when I’m watching live TV, I can rewind then play and the problem disappears! It’s very frustrating!

[japitts · Accepted solution]

That is consistent with an HDMI issue. The cables may be well connected, but have you tried..

1: Using the same cable in alternative port on your TV?

2: Using an alternative cable in the same ports?

[jacquildavies]

Thanks japitts

I’ll give that a go

[Sabrina_B]

Hi @jacquildavies 👋.

Thanks for reaching  out to us. Apologies for the delay in responding. I can see you have been getting support from our fellow community members. Can I ask, has their assistance resolved the issue with pixilation or do you require further assistance?

Please let us know. 

Sabrina

[jacquildavies]

Hi Sabrina_B

It’s an ongoing problem. I am just trying to source an HDMI cable and I will be back with, hopefully, good news! Thanks all!