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Aspiring Contributor
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Message 1 of 14

Sound cutting out with new BT TV box

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I've recently installed a new BT You View box and a new hub and ever since, the sound cuts out on any tv channel. It's particularly bad when the tv is first switched on with almost no sound at all. I've contacted Live Chat and carried out a factory reset on the box, to no avail. I didn't have this issue with old tv box and hub.
Any ideas?!
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Moderator
Moderator
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Message 2 of 14

Re: Sound cutting out with new BT TV box

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Hi @Gusfinknottle sorry you are having a fault with the sound on your new Youview box. 

Please send us over your details by clicking on my profile and selecting the contact the mods option. We will be happy to help get this fixed for you.

Cheers
John

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Moderator
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Message 3 of 14

Re: Sound cutting out with new BT TV box

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Hi @Gusfinknottle,

Thank you for sending in your details. I'm sorry you're experiencing issues with the sound on BT TV.

Normally this can indicate an issue the the HDMI cable.

If you have one to hand, please try connecting your set top box to the TV with a different HDMI cable. If your TV has more than one HDMI socket, try connecting with the other socket and see if the problem is still apparent?

Thanks

PaddyB

 

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Aspiring Contributor
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Message 4 of 14

Re: Sound cutting out with new BT TV box

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Unfortunately, I don't have another HDMI cable and there's only one HDMI port on the bt tv box. I tried removing and reconnecting it which causes the tv picture to constantly flicker/grey out/break up and no sound. The only way to restore it is to switch the box off (not stand by) and restart it. Picture comes back but sound continues to cut out intermittently. If it's a problem with the HDMI cable, why does it gradually improve as the tv box warms up? Also, it's the same cable and tv used with my old tv box which didn't have this issue.
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Moderator
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Message 5 of 14

Re: Sound cutting out with new BT TV box

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Hi @Gusfinknottle,

Thank you for posting back. I gave your mobile number a quick call, I'm sorry I didn't get speaking to you today.

I agree with you, it does sounds like it could be the box that is faulty. I've arranged to send you a replacement box free of charge. Once you've received the box, please post back and let me know if that resolves the issue.

Thanks

PaddyB

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Aspiring Contributor
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Message 6 of 14

Re: Sound cutting out with new BT TV box

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Hi Paddy, new box has arrived and plugged in, problem remains, sound cutting out possibly worse than before. Starting to wish I hadn't changed to a new tv box. Could it be anything to do with switching to super fast broadband at the same time?
Thanks
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Distinguished Sage
Distinguished Sage
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Message 7 of 14

Re: Sound cutting out with new BT TV box

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You might like to try changing the HDMI output resolution settings on the BT YouView box to make it more compatible with your TV. It could be simply a timing issue, which can alter as the TV set warms up.

Progressive (p) setting tend to push the bandwidth limits on some TV sets, so try Interlaced (i) options instead.

I used to have an older TV which kept losing sound and vision if the YouView box was set to 1080I, but was fine on 1080p.

I also think there are a couple of 720 line resolutions you could try as well.

If reducing the resolution fixes the problem, then the problem is your TV set.

 

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Aspiring Contributor
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Message 8 of 14

Re: Sound cutting out with new BT TV box

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Thank you! Thats fixed it! Can now watch tv normally again without subtitles!
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Distinguished Sage
Distinguished Sage
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Message 9 of 14

Re: Sound cutting out with new BT TV box

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@Gusfinknottle wrote:
Thank you! Thats fixed it! Can now watch tv normally again without subtitles!

Excellent Smiley Happy

Its pity that the BT helpdesk are not aware of this type of issue, it would save a lot of wasted time and frustration.

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Moderator
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Message 10 of 14

Re: Sound cutting out with new BT TV box

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Hi @Gusfinknottle,

I'm happy to hear that @Keith_Beddoe's useful post has worked for you Smiley Happy I know that Paddy will be happy too. I'll be sharing that tip.

DanielS

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