360 software upgrade - Sound issues

[Help01]

I have updated my Virgin box with the 360 software.

i immediately had an issue where the sound moves from my soundbar to the TV speakers and cycles round periodically, settling back to the soundbar. But this cycle back to the TV speakers happens up to 10 times per hour for a period of 5 to 12 seconds, which is annoying.

First Engineer changed the box and shortly after he left issue returned. Second Engineer understood the problem, rang the Software delivery Manager “we are aware of the problem. We will have a fix (software patch) but it could be an extended period before we role out”.

Has anybody had this problem, and is their a quick fix please ?

If not how long before the fix ?

Any help greatly appreciated 😀👍

[newapollo]

Hi @Help01 

Try the three different options under Settings > Audio & Video > Audio output -     I have mine set to follow content.

With that setting I've noticed that it sometimes drops out on TNT Ultimate when it goes to commercial break and comes back, but not at any other times. 

On Sky Sports UHD channels the Dolby Atmos goes off  without the sound dropping when the commercials start but comes back when they end.

Netflix will always use Follow Content. Use 'Follow Content' for any bitstream audio like Atmos where it's available on content.

[roy247]

Always helps if you say what make and model numbers of the TV and soundbar and how they are connected (360 to TV and TV and soundbar using HDMI eARC), for specific help.

Some manufacturers do seem to have more problems than others, seems to be a HDMI issue and some times turning off HDMI control on the TV works, other people have bought a 'CEC Less' adaptor.

[Help01]

roy247,

Thank you for confirming that I almost certainly need a CEC less adapter.

can you please advise on what cable the adapter is applied and what the adapter then plugs into ?

kindest regards.

[roy247 · Accepted solution]

I would think it goes between HDMI cable coming from the 360 box and your TV HDMI socket.

[Help01]

Brilliant, all done.

Ordered CEC less HDMI adaptor and fitted on Virgin Box hdmi where it enters TV HDMI slot.

Instant fix - wow. One piece of advice for future users, the CEC adapter extends the lenght of the HDMI plug and so you may also need a HDMI extension lead (12cm is adequate) £3.00 Amazon.

Thanks to all involved - 3 Virgin Engineers could not fix…… People Power