CJTCam
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Re: Audio Sync problem with new 360 box
Virgin Media have been aware of this problem for over 3-years, but continually deny it (their engineers know they can not fix it at a local level, but it keeps you off their back). Virgin media state that their 360 package supports Dolby 5.1 and take new customers on this false premise. I have asked, appealed and complained to Virgin endlessly and even publicly challenged them, stating they are in breach of the trade descriptions act, to which I have never received any response (presumably because they know it is true and therefore cannot challenge this!). I requested a full transcript of my conversations, correspondence and complaint with Virgin in order to escalate the issue with the Ombudsman, to which I was denied access. Eventually I decided to use my TV functionality for Prime, YouTube and other Apps (there's not much that the TV can't do), whilst accepting a £10pm reduction in my bill. Sorry to confirm with you MrUnhappy2, but join the club: Like the rest of us, you've been had.1.5KViews0likes1CommentRe: Audio Sync problem with new 360 box
Yes, you are correct. I tried for ages with Virgin Media complaints who (in complete ignorance) said it was an audio setting issue on my box. Eventually they then sent a technician who said it was a software issue that required an update (two years ago) and Complaints again said it was an audio setting on my box! They refused to acknowledge the fault and refused to send me a copy/recording of the many conversations that proved their negligence. I gave up and now use FreeView and TV Apps (independent of the VM 360 box) for my 5.1 sound.3.2KViews1like0CommentsRe: Audio Sync problem with new 360 box
Ah! So Virgin Media Forum Team has responded to a billing issue but despite repeated requests (now spanning 3 years) remain in absolute denial about the audio sync fault that renders all high quality Dolby 5.1 soundbars redundant and recommends the audio 2 stereo setting from the 1960's. Again, Virgin Media Forum Team: 1. Acknowledge the problem exists (perhaps even offer an apology?) 2. Address the customer complaints (which the Virgin Media Complaints team deny) 3. Offer a resolution3.5KViews1like0CommentsRe: Audio Sync problem with new 360 box
Just for the record, when I want eARC Dolby 5.1 sound quality I resort direct to the Apps on my smart TV and Freeview channels and completely bypass my Virgin Box. Clearly this is not satisfactory. As you say, for over two years Virgin Media has refused to acknowledge that their 360 box is not compatible with high quality soundbars (except 2.0 stereo from the 1960's) and they will never address or fix a problem that they deny exists in the first place! Come on Virgin Forum Team: let's hear an official response and apology.1.6KViews2likes2CommentsRe: Audio Sync problem with new 360 box
I notice that you represent Forum Team. As Virgin have repeatedly claimed that the 360 box supports Dolby 5.1 surround (which is blatantly untrue and likely breach of the Trade Description Act), and that Virgin has been aware of this for over two years (but my complaints to Virgin have been answered with denial), please will you provide us with the official position of Virgin Media and how it intends to correct the fault and compensate customers?1.6KViews3likes0CommentsRe: Audio Sync problem with new 360 box
Yes i agree 'Follow Content' will give Dolby 5.1 as long as you don't mind a delay between the action and sound. Else you are stuck with old 2.0 feeding and a very smart sound system. Virgin Media forum moderators, we know you read this so why not contribute and tell us the precise functionality. Ahh I remember why not; is it because it would be admision of breaching the Trades Descriptions Act? I'm amazed Virgin haven't threatened to sue me 🙂1.3KViews2likes33CommentsRe: Audio Sync problem with new 360 box
Hi NeilG10, Interesting update! Just to check, I too thought the new Virgin Audio 5.1 option had resolved my Virgin Media Audi Sync problem only to be told by others on this forum (and later confirmed myself) that this new setting simply converts the Dolby 5.1 surround sound back to basic 1960's two speaker stereo. Clearly your Bose soundbar will be awesome but not necessarily 5.1?? Sorry if I have got this wrong but having been so let down by Virgin Media's persistent refusal to address this fault I have a suspicious mind 🙂1.4KViews0likes38CommentsRe: Audio Sync problem with new 360 box
I suspect that it is the Virgin Forum moderators that have mark this as resolved. Of course their complaints dept claim the problem never existed in the first place. I believe changing the Audio Sync status to 'resolved' is another way to hide the ongoing problem and keep it out of the public domain.1.1KViews1like41CommentsRe: Audio Sync problem with new 360 box
Virgin have been aware of the fault for nearly 2-years, however, their complaints department deny the problem and blank any effort to acknowledge, address and resolve the fault. I have stated several times, both on this forum and in my complaint, that Virgin are advertising Dolby 5.1 compatibility for new customers (and denying complaints from existing customers) is in breach of the trades description act, but Virgin Media still remain silent. We know they moderate this forum but never intervene because they know the customer is right. I posted a few weeks ago that I thought Virgin had introduced a fix in the Audio setup with a new 5.1 option that synchronises the sound. However, forum users were quick to point out that this is NOT in fact Dolby 5.1, it is simply basic stereo sound which I first got in the 1960's! I have now verified this and confirm the 5.1 Audio setting does not give Dolby 5.1 surround sound. I am stuck with Virgin because they own my email address and changing it would cause me exceptional disruption and stress. It makes me so CROSS!1.1KViews4likes0CommentsRe: Audio Sync problem with new 360 box
Hi James. I haven't posted on this subject in a while, but a new 5.1 (surround sound) option appeared without notice on the 360 box Audio setup. Using this my soundbar audio is now synchronized. Virgin Media are the most frustrating and dishonest company: for over a year they denied the existence of a Dolby sound sync fault but they have now fixed a problem they claim never existed and left it to the customer to discover it on their own. That way, they do not offer customers an apology as that would require them to admit false advertising and conflict with the Trades Description Act.2.2KViews4likes2Comments