4k box intermittent sound

[Marcy368626283]

My 4k box has intermittent sound.

Only happens when using apps I.e. Netflix or NOW but can happen 3-4 times per viewing. Any solutions? We've tried resetting box and router.

Thanks 

Lucy

[Marcy368626283]

Thank you. I'll see how it goes.

[Karl-TalkTalk]

Hi @Marcy368626283 

I've a replacement TV Box on the way to you so that a fault can be ruled out.

Thanks  

Karl. 

[fr8ys]

There is nothing extra I can suggest so have escalated for support staff to look into.

[Marcy368626283]

Hi,

Thanks I have tried with a 4k hdmi and it's still happening. It's only when using apps and it's only ever happened on the 4k box. Please can you offer any further advice.

[fr8ys]

Hi,

Are you using the HDMI cable that came with the box or an old one that was already in situ? The supplied one should be one that can cope with 4k sound from apps.

Some older HDMI cables are not able to send a consistent signal to the TV, so either try a different cable or if it is the one supplied with the box, try reversing it. This may sound silly but it can work and ensures it's sitting correctly in each device.

Let us know how you get on