Sound cutting out for a second repeatedly

[pip1964]

Like a number of other users, my sound keeps cutting out sporadically when watching live tv.

I’ve changed the audio setting to “Dolby digital to pcm”. This has improved things slightly in that the sound doesn’t cut out quite so much, but it does still cut out.

I also tried changing the video output format to 1080p, but this didn’t improve things.

Programs now sound terrible with the audio change.

Please help…

[japitts]

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@pip1964 wrote:

Like a number of other users, my sound keeps cutting out sporadically when watching live tv.

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Not sure where these "many others" are, but all the same!

Does this happen with VoD, streaming or recorded programmes?

[Ayisha_B]

Hi @pip1964 👋

Welcome back to our Community Forums and thanks for your post. 

I am sorry to hear about the issues you are having with the sound cutting out.

Can you clarify if this is just happening when watching live TV only?

Do you get the issue when streaming or watching recorded programmes?

Let us know so we can offer further support.

[BinghamBloke]

I am getting this and actually put it down to my soundbar which I know is on it's way out but then found if I use a fire stick content through that is fine so it is a Virgin thing only. Live TV and recordings do it.

It's for a second every half an hour or so. It's just annoying and clearly not normal.

[Gareth_L]

Hello BinghamBloke.

Thank you for your post. 

is your soundbar connected directly to our box or your TV?

If the latter, have you tried replacing the HDMI lead? Or used another HDMI port in the TV.

Would you also be able to test without a soundbar please.

Gareth_L

[pip1964]

Search for "sound cutting out" and you'll see how many!

Yes, it happens with all VOD, streaming and recorded programmes!

[pip1964]

Yes, it happens with Virgin on Demand, streaming and recordings. It's not just live programmes.

[pip1964]

We don't have a soundbar...

[Matthew_ML]

Thank you for confirming this and I am sorry to hear this.

I will send you a DM now so we can look into this 🙂