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kncowans
Contributor
258 Views
Message 1 of 10

Audio Dropouts on some Channels with YouView+ Box

Hello all

I have the BT TV MAX Package with a YouView+ Box along with Infinity 2 Fibre Broadband providing 72Mbs.

On some channels I get Audio Dropouts every couple of minutes for a second or two then the sound returns to normal only to happen again a couple of minutes later.

I have noticed this on a few Channels, for example Sci Fi, Eurosport, History etc.

The FreeView Channels seem to be unaffected for the most part.

I have tried swapping HDMI Cables between various Devices in order to track down the issue and everything points to the YouView Box.

Does anyone have any idea how to fix this issue?

Thanks in advance

Kevin

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9 REPLIES
gomezz
Recognised Expert
253 Views
Message 2 of 10

Re: Audio Dropouts on some Channels with YouView+ Box

Know problem. The workaround is to pause live TV for a couple of seconds.
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BT TV Expert
BT TV Expert
231 Views
Message 3 of 10

Re: Audio Dropouts on some Channels with YouView+ Box

@kncowans -  sorry for the issue you are experiencing. Please can you message me with the telephone number associated with your TV account. We would like to work with you to understand this issue more.

BT TV ExpertGavinL
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I am a BT Employee and an expert on TV queries. I am here volunteering my own time to give advice, and help where I can with BTTV queries. Go here for more info.
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kncowans
Contributor
200 Views
Message 4 of 10

Re: Audio Dropouts on some Channels with YouView+ Box

Hello Gavin

Thanks for the reply and the offer of help.

I actually decided to ring BT and spoke to one of the BT TV people.

Initially the response was that the issue was with the TV, however, since everything is connected via an AVR the TV is not a possibility.

After a while and since i had exhausted all avenues of troubleshooting it was agreed that a new YouView+ Box would be sent out.

I will provide an update here after i receive the new box.

Thanks in advance

Kevin

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BT TV Expert
BT TV Expert
185 Views
Message 5 of 10

Re: Audio Dropouts on some Channels with YouView+ Box

Hi @kncowans - thanks for the update.

If the new set-top box doesn't resolve your issue, I have some trial software I would like you to install to see if this resolves your issue.

If the set-top box swap does work, I would like to recover your old set-top box to send to Humax for analysis, if that's ok with you?

Either way, please let me know how you get on.

BT TV ExpertGavinL
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I am a BT Employee and an expert on TV queries. I am here volunteering my own time to give advice, and help where I can with BTTV queries. Go here for more info.
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kncowans
Contributor
180 Views
Message 6 of 10

Re: Audio Dropouts on some Channels with YouView+ Box

Hello

I shall post an update after i have had a chance to test the new box.

You are welcome to the old box if the new box resolves the issue.

Thanks in advance

Kevin

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siteguru
Expert
152 Views
Message 7 of 10

Re: Audio Dropouts on some Channels with YouView+ Box

I've had this before ... do you have surround sound audio selected on the YV+ box? I did, and turning this off solved the issue for me.

Thanks
Ian
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johnlit
Aspiring Contributor
144 Views
Message 8 of 10

Re: Audio Dropouts on some Channels with YouView+ Box

hi had the same problem tried all reccomeded fixes by customer services. Tried other fixes as well but no luck.In the end the fault rectified itself or perhaps youview or bt did something on the quiet. Shame this happens a it has happened to me twice. Shall go over to Sky when contract is up. Never a problem with there boxes.

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kncowans
Contributor
89 Views
Message 9 of 10

Re: Audio Dropouts on some Channels with YouView+ Box

Hello Gavin

I received the new YouView+ Box yesterday and unfortunately the issue remains.

The Serial Number of the old box started with 16 and the new box starts with 17.

You mentioned some Trial Software, could you please elaborate?

Thanks in advance

Kevin
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kncowans
Contributor
67 Views
Message 10 of 10

Re: Audio Dropouts on some Channels with YouView+ Box

Hello @gavinl

Sorry, I did not put your UserName in my previous Reply.

Hopefully you will be notified of my Reply now.

Thanks in advance

Kevin
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