Hi I'd like to second that call for an update please from any Virgin reps that monitor this thread.
I note that the issue has been given 2 reference numbers in this thread (NKE00009301 / NKE00009237 - not sure which one is the most relevant?) and a fix was being worked on - how can we find out progress on this? I saw that someone has said it could be the signal strength - how do I get this checked?
I also see that private contact was initiated with a complainant further up this thread regarding credit options and I'd like someone to contact me similarly as I feel this is a poor standard of service given the length of time this issue has persisted.
I am still experiencing sound drop outs, intermittently, when watching programmes with Dolby Digital sound. I have a really simple set-up (see below) - nothing complicated, and I am not experiencing any video defects, so that and the fact that I replaced my HDMI cable immediately with a new one and I have had no issues for several years with this set-up and my tivo equipment, suggests the issue is not related to my hardware interacting with the V6 box. The issue lies with the box and how the sound is being sent from it.
V6 box connected directly to my Samsung UE48JS8500 TV via a high speed HDMI cable (brand new replacement after issues began). The TV outputs audio via optical cable to my Sony HTAS5 5.1 surround system. The V6 box is set to output Dolby Digital as advised in the set up guide.
I also upgraded to V6 about 4 weeks ago from day one sound keeps distorting was told to try each HDI points problem still occurred. Engineer came out with a new box and a new HDI cable still have the same problems was told by the engineer it couldn’t possibly be the box must be my tv.
Really not happy as I do not want to purchase a new tv when TiVo was working fine.
any help much appreciated, glad I’m not the only one with this problem
I have recently been upgraded to a V6 box and a SuperHub 3 and I'm suffering from audio dropouts as well.
So getting a V6 box and SuperHub 3 so far have been very backwards steps for me.
1. The superhub 3 stopped me working form home because it block VPN access unless you completely disable the firewall and to get around this I had to buy a router with AC wifi to get a similar level of functionality as the super (not so) hub 3 and put the superhib 3 into modem mode.
2. Audi dropouts on the V6 box at random times. My box is in "Always on" mode. Connected to an Onkyo amp and then a Sony TV all on HDMI.
3. V6 box was dead today after 5 days of use, responded to channel changes, but no display of TV. Checked with VM, no faults logged, ran tests on my box, no faults found. 30 seconds later my box rebooted on its own to the welcome screen and then "Starting Up"
So far less than impressed with my so called upgrades.
Another v6 upgrade??? I am suffering audio and video dropouts to the point its unwatchable! Connected through Denon AVR, every other source performs perfectly - what exactly are we paying for? I see this dropout issue appears to have been happening for years so I guess it's too much to hope for a fix?
Could you please be very specific on the issue that is being investigated? There are several variations of issues around drop outs. I have posted several times with no forum team response on this. Some people are experiencing sound and visual dropouts. When combined this is much more indicative of hardware issues or signal strength issues. Others like myself however are experiencing inconsistently intermittent short drops in sound for a few seconds when dolby digital surround is being broadcast for example on BBC 1 HD.
As I noted there have been two reference numbers mentioned prior (NKE00009301 / NKE00009237) but again it was not really specific what these covered.
If Virgin are investigating a software sound issue around dolby digital drop outs then I will rest slightly easier and await a solution, though I feel that some form of compensation is due for the disruption this has been causing to viewing.