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Bradders87
Beginner
483 Views
Message 1 of 13

Sound cutting out on BT TV

Hi Guys, 

Currently watching the football on BT Sport and in the last few days I have noticed the sound cutting out every 10 seconds or so when watching HD channels. 

I have a wired Internet connection to my box with good speeds and a new Samsung QLED TV with a new fancy HDMI lead. I have no issue when watching other platforms on the TV it is purely BT TV.

My box is probably 4yrs old.... Could it be an issue with the software? Has any else had this problem? 

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12 REPLIES 12
albertj
Contributor
467 Views
Message 2 of 13

Re: Sound cutting out on BT TV

Does this issue occur only on HD Channels?
If you plug it into another TV does the issue remain?

If you're in a contract the box will be under warranty, call 0800 800150 and they should resolve the problem. Most likely with a new box.

--
Please press the thumbs up if you found my response useful and mark it as a solution if I resolved your query.
Hunter2660
Recognised Expert
447 Views
Message 3 of 13

Re: Sound cutting out on BT TV

Hit pause for a second or two, then play. See if that makes a difference.

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Bradders87
Beginner
441 Views
Message 4 of 13

Re: Sound cutting out on BT TV

Thanks Hunter 2660, I'm afraid I did try this last night too..... I trawled these pages for all the hints and tips and tried the applicable ones!

Paused for 5 secs, 10 secs, one minute. I also recorded for 5 mins and played it back...  Still same issue with sound.

Thanks for response 

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TimCurtis
Recognised Expert
431 Views
Message 5 of 13

Re: Sound cutting out on BT TV

@Bradders87 

Have you tried a different HDMI port and a different HDMI lead?

Was this an issue with your previous TV?

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Moderator
Moderator
413 Views
Message 6 of 13

Re: Sound cutting out on BT TV

Hi @Bradders87,

Welcome to the Community and thanks for your post.

Sorry that your BTTV box is playing up. Have you checked to make sure the software on your box is up to date?

If this doesn't fix the issue or the box software is up to date can you let me know?

I've sent you a Private Message with details on how you can get in contact with the mod team.

Thanks

Matt

Community ModeratorMatt
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Moderator
Moderator
333 Views
Message 7 of 13

Re: Sound cutting out on BT TV

Hi @Bradders87  I wanted to check that you have received the new BT TV box and have you had a chance to connect it up and see if the fault is still happening. Post back and let me know.

cheers
John

Community ModeratorJohnC
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Bradders87
Beginner
327 Views
Message 8 of 13

Re: Sound cutting out on BT TV

Hi John

I have received the box thankyou very much for that 

I will be setting up this weekend so will keep you posted! 

Thanks again 

Moderator
Moderator
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Message 9 of 13

Re: Sound cutting out on BT TV

Hi @Bradders87  did you get the new box connected up ok and if so how has it performed so far?

cheers
John

Community ModeratorJohnC
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Moderator
Moderator
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Message 10 of 13

Re: Sound cutting out on BT TV

Hi @Bradders87  have you had a chance to monitor how the new box has performed. Is the fault resolved or do you still need my help further?

Cheers
John

Community ModeratorJohnC
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