Sound keeping disappearing briefly when viewing programmes

[marksj09]

When viewing programmes on live TV (not tried recorded yet) the sound keeps disappearing/reappearing for a split second every few minutes or so. It's getting really frustrating now. The sound and picture normally run through a receiver. I've swapped hdmi cables, tried running direct to the tv and it still does it. The tv is fine as I can play other sources such as bluray ok, apps on the TV such as Netflix etc work ok.  Any suggestions? It's driving me mad. 

[Kath_P]

Hi marksj09, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having an issue with the sound dropping. Can you try disabling the Dolby Audio in the 360 settings. This may help to improve the sound quality and stop the drops. 

Keep us posted on how you get on. 

Thanks, 

[marksj09]

No difference im afraid. Im getting picture drops too. It's more frequent on the UHD channels. Recordings are affected too. 

[newapollo]

Hi @marksj09 

Loss of picture and/or sound can happen on live TV, but it's usually experienced on apps such as Netflix, Prime and Disney + and is generally due to a difference in frame rates.

Go to Settings >Audio & Video > Match frame rate

If it's set to ON then people do see a blackout/or hear a sound drop when the 360 or HDMI reconfigures for the difference in frame rate.(This is more noticable on live TV when switching from adverts back to a program, or changing channels)

If it's set to the default (OFF) then the box just accepts the frame rate difference which isn't noticeable by most users and shouldn't blank the screen out.  (Either way try toggling this setting to see if it improves your issues)

[marksj09]

Have tried running match frame rate set to off over the last couple of days. Still seeing drops. I will say currently it's marginally better though. If there is no proper fix for this then I'll just have to try sky on the next renewal I think. Never had this problem before and I've been using virgin for many years. I'll maybe see if VM can swap the unit in case of any issues there first unless anyone got any other ideas

[roy247]

If it's Sky Sports UHD it might be related to this thread you also do need the audio set to follow content for Dolby Atmos which does seem to drop occasionally on TNT Sports Ultimate.

[Matthew_ML]

Hey marksj09, thank you or reaching out and I am sorry to hear this.

How has it been on the midweek games still the same?

Also do you have a sound bar connected?