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Loss of sound on recordings

I’ve tried to solve the problem of losing sound when fast-forwarding a recorded programme. Engineer visits have failed to resolve this. I use a Sony AV receiver with a HDMI cable running from this to the ARC port on my Sony TV to get surround sound. I initially had this HDMI cable running from the receiver to the BT Pro box but this , according to an engineer,  was the reason behind regular severe picture pixelation which stopped when I  connected as is now. I have now discovered that there is no problem when I turn off the AV receiver and just use the tv speakers which means I have no surround sound. 
Any advice about how I might resolve this would be most gratefully received.

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