Sound and picture de-synchronising

[wonderbison]

Hi

I have 2 boxes and both have an issue where the picture and sound get out of sync.If I move to a different channel, wait until it displays etc, then switch back, we are back in alignment.

I have an 8K top of the range HDMI cable connection to 2x1 year old televisions.

I have reset the box, rebooted, etc etc and still happens, on both boxes

Happens daily

Any ideas?

Thanks

[Alex_RM]

Hi wonderbison,

Thanks for posting, and sorry to hear you're having some issues with the syncing on your box.

Can you confirm if this happens on any particular channels?

Which box do you have?

Alex_Rm

[wonderbison · Accepted solution]

Hi

No it happens on all channels. BBC, Eurosport, Channel 4, etc etc.

Both boxes are DCX960 V6, hardware 2048.0

And I followed the Troubleshooting guide - this works but its every a day often multiple times- Try changing channels, then switch back
again.

Doesnt seem to happen on recordings

Audio and Visual: The picture and
sound are out of sync?
Try changing channels, then switch back
again.
Go to the screen, then press to
go back to live TV.
Check that all your cable connections are
plugged in properly.
If none of these suggestions work, restart
your Virgin TV V6 box.

thank you

[Paulina_Z]

Hi @wonderbison,

Thank you for coming back to us in regards to this ongoing issue. 

Can you tell us if you've gone through our TV Faults page to see if this can help?

Do you see any error codes on the TV when this happens, or is it just the picture that is the main issue?

Have you rebooted your broadband Hub as well to see if this can help with the picture issues?

How do you reboot your TV boxes? Please reboot by using the small switch on the back of the box to turn it off and back on after a minute or two.

Have you checked if all the cabled coming in and out of the TV box are secure? 

Let me know how you get on with these checks so we can help further if needed.

Thank you.

[wonderbison]

Thanks for the reply. It did look like a settings issue for Dolby. It was set on the right setting but looks like it switched over to the wrong setting. Odd.

Thanks for the help

[Vikki_M]

Thank you for the update @wonderbison

Just to clarify, has this now resolved the issue for you?

Please pop us a reply when you can. 

[wonderbison]

I think so, we havent watched a lot of television that we could check, but what we have it seems to be cured

Thanks

[Travis_M]

Hi @wonderbison

Thanks for the reply

Just to clarify, is the issue no longer ongoing?

Regards