Intermittent sound problems on BT Sport

[Rileykins]

I am having sound issues whilst watching live sports on all BT Sport channels. 

The sound drops every 30s to a minute or so. It makes listening to commentary almost impossible . The problem does not happen when I watch sport on my phone through the BT App. 

• I am connected to the BT Hub via Ethernet cable  
• The BT TV box is connected via HDMI to our TV. No sound system being used.
• The sound breaks up during live sports on all BT TV and during the adverts.
• My current connection speed is circa 65Mb.

Can anybody offer any advice

 Thank you. 

Laura

[NeilO]

Hi, @Rileykins Welcome to the community and thanks for posting, I'm sorry to see you're having problems with the sound on the sports channels. 

Do you subscribe to any of the other internet-provided channels in the 313 to 381 range and if so do these also experience the same issue? 

Have you tried rebooting the Hub and BT TV box to see if that helps?

Thanks

Neil

[DanielS]

Hi @Rileykins,

Did you get a chance to check @NeilO's message?

Let me know if you need any help, please.

Thanks
DanielS 

[Rileykins]

Hi Neil and Daniel

Sorry for the delay.

I've been through some of the other channels and yes they appear to display the same issue. 

I've reset both and had no success. 

Do you have any other suggestions I could try? 

Thank you 

[StuartH]

Hi @Rileykins 

Thanks for posting back. 

Have you tried a factory reset of the TV box to try to resolve the issue, please reply back and let me know so we can take it from there.

Thanks

Stuart

[Rileykins]

Hello, just to let you know that unfortunately this didn't solve the problem either.

We have found however that if we pause the channel for a second, then carry on watching, that the problem disappears. 

We can now watch the channels again using this workaround

Thanks

[NeilO]

Hi @Rileykins thanks for sharing your workaround but you shouldn't have to do that. I'll send you a private message so you can contact the moderators with your details and we'll be happy to help.

Thanks

Neil

[gomezz]

That is curious, That was the workaround for a long-standing bug for which a fix was released months/(years?) ago. Is the box up to date? You are not powering it off overnight for example so missing out on the overnight housekeeping check?