New tv hub sound issues

[Charlottebell6]

Hi, I have just received a new tv hub box and installed it but the sound quality is terrible. Sounds fuzzy and is out of sync with the picture. Any help gratefully received!!

[Karl-TalkTalk]

Hi

To make changes to your account or package, or remove any element of your package, please give our Customer teams a call directly and they can do this for you after a security check.

Our teams can also adjust any billing as required.

Thanks  

Karl. 

[Charlottebell6]

@Karl-TalkTalk  That doesn’t really help me though does it!? Please can you remove the tv element of my new deal then please because I am not paying for a service that is faulty. 

[Karl-TalkTalk]

Hi

I will feed this back to our Devices Teams.

I've tested a few of these boxes on Samsung and LG TV's and they are working correctly when connected to the TV, 

Thanks  

Karl. 

[Charlottebell6]

@Karl-TalkTalk 

It’s a JVC 40 inch LED smart tv 

model LT-40C755(A)

[Karl-TalkTalk]

Hi

What make and model of TV are you using ?

Karl.

[Charlottebell6]

Hi @Karl-TalkTalk 

It happens on all channels and all on demand channels. 
yes we have tried different hdmi cables and ports. I do not have another tv.

I am very unhappy with this new service. We will have to go back to the old one and just continue to suffer without itvx if there is nothing more you can do, but why you have produced a tv box that does not work with so many peoples tvs is a mystery. As I can see from the comments on this help group that I am not the only one with the delayed and fuzzy sound problems! 

what can you do to help?

[Karl-TalkTalk]

Hi

Is this on all freeview channels ?

Does it do the same with on demand from Iplayer etc ?

Have you tried another HDMI cable or different HDMI port on the TV  or tried on another TV ?

Thanks  

Karl. 

[Charlottebell6]

Hi @Karl-TalkTalk 

@the replacement tv box arrived but the sound issues are the exact same…..

is there anything else you can do or do I need to just go back to using the old tv box and you arrange to remove the tv package from my upgrade deal/monthly payments.

[Karl-TalkTalk]

Hi

I'll get the TV box swapped out for another in case this has failed.  The replacement has been ordered.

Thanks  

Karl. 

[Charlottebell6]

No, that doesn’t help either….

[Karl-TalkTalk]

Hi

Next option is to factory reset the box.

Take the power cable out the back of the box.  Press and hold the button at the front of the box.

Insert the power cable into the box, keeping the button on the front pressed.

The Android menu will appear.

You can then select the option to factory reset using the remote.

Thanks  

Karl. 

[Charlottebell6]

None of that helps I’m afraid @Karl-TalkTalk Any other ideas? It’s very frustrating! 

[Karl-TalkTalk]

Hi

First, make sure the volume of the box is set to full.  You can press the microphone button on the remote to activate Google Assistant, then say... 'Set volume to 100%'

Check the HDMI Cable is correctly seated at both ends, the back of the box and TV.  You can always remove it and re-connect it to make sure. 

Power the box off at the mains for a few minutes to see if this also clears the issue.

Thanks  

Karl.