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grdunn123
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Message 1 of 36
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V6 box sound dropouts driving me mad.

As the title suggests, I'm having real problems with sound dropouts via V6 box. Seems to happen on all channels and at all times of the day. Would be grateful if someone from Virgin could help?

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Simonwise
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Message 2 of 36
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Re: V6 box sound dropouts driving me mad.

Same here. Damned annoying
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Message 3 of 36
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Re: V6 box sound dropouts driving me mad.

Hi grdunn123,

 

Thanks for posting in the community.

 

I'd just like to know how your V6 box is set up.

 

Are you using a sound system of any kind or is the V6 directly connected to your TV?

 

Hope to hear from you soon

Rose
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grdunn123
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Message 4 of 36
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Re: V6 box sound dropouts driving me mad.

Hi, V6 box is connected to Hisense tv via Fast HDMI cable and then a second HDMI cable provides ARC from tv  to Yamaha YSP 2500 soundbar.

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Message 5 of 36
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Re: V6 box sound dropouts driving me mad.

Thanks for getting back to me.

 

Since you're using a surround sound system I would just like to check whether you experience any problems with the V6 directly connected to your television?

 

Speak to you soon

Rose
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grdunn123
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Message 6 of 36
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Re: V6 box sound dropouts driving me mad.

Thanks for your reply, Rose.

Have tried what you suggest and sound dropouts are still there. One other issue I'm having which others have mentioned is screen flicker every so often. It actually looks like someone has taken a burst photo with flash enabled during programs and can happen on every channel.

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Message 7 of 36
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Re: V6 box sound dropouts driving me mad.

Hello grdunn123,

 

Thanks for getting back to me.

 

I have looked into this further and this is currently a known issue that our engineers are working to resolve (NKE00009301)

 

I have logged this on your account for further investigation and we're hoping for a fix in the next firmware update.

 

Once there are any updates I'll be in touch.

 

 

Rose
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grdunn123
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Message 8 of 36
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Re: V6 box sound dropouts driving me mad.

Thank you for at least admitting there are known problems with the V6 box - as I'm paying a premium price for having 2 of them in my house, is it reasonable to expect that I might receive some sort of compensation or price reduction until these irritating faults are corrected?

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grdunn123
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Message 9 of 36
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Re: V6 box sound dropouts driving me mad.

I'm really beginning to lose the will with this problem! I would be grateful if someone from Virgin would give a firm date for a fix for this? It's not too much to expect that I can watch tv without having to suffer continual sound dropouts. If it's not fixed soon I will be cancelling my contract and going you know where.
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Message 10 of 36
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Re: V6 box sound dropouts driving me mad.

Hi grdunn123,

 

Unfortunately I'm unable to provide a fix date as of yet but as soon as we have further information then I'll be in touch.

 

Regarding credit options I'll certainly look into this for you so I'll just need to pop you a private message to discuss this further.

 

You'll be able to find this message if you click on the purple envelope at the top right of the screen.

 

Talk to you soon

Rose
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