No sound

[ab48!]

Cant get any sound from Tv when using new hub

[nambuso-TT]

@ab48! As advised by @fr8ys, you will need to try the above steps provided. Kindly confirm with feedback if the above steps worked thanks.

[fr8ys]

@ab48! Did you not see my post where i have given you various options to try.

Please reconnect your hub and try my suggestions and let us know if any of these solve the issue.

For completeness I restate this advice below.

This is sometimes caused by the HDMI lead not being seated in the socket correctly or a non compatible one. Take the lead out at each end and replace. Also, if you have more than one HDMI input on your TV, try on of the other inputs.

Are you using the supplied lead or is it one that came with a previous box? The supplied lead conforms to the latest spec.

If is not the lead, sometimes the box hasn't installed the software correctly. 

Try resetting the box using factory reset from the settings menu.

One other thing, and probably the first to try, is thr volume on the TV. These boxes have a reputation for having low sound, so just to check that, increase the tv volume using your tv remote to see if that's an issue.

Thank you.

[nambuso-TT]

ITV have recently launched a brand new show called ‘Code of Silence’. The drama surrounds a deaf waitress who has vital lip reading abilities leading her to be recruited as part of a criminal investigation. 

As part of this ITV will be showing a fully silent advert during the series first episode on Sunday evening (18/05). The commerical break is scheduled for 21:30 British Standard Time on the ITV1 channel and will last around 4 minutes. 

Some customers may not be aware of this and therefore believe their TV has lost audio leading them to contact in to us.

So I would like to know if the issue you are having is with ITV1 channel only and if not then I will need to run checks for you to determine the cause of the issue. Thanks

[ab48!]

Ive disconnected the new hub until I get some sort of advice on how to resolve the  problem. Cant watch TV with no sound

[nambuso-TT]

@fr8ys Thanks for the support. @ab48! just to confirm, Are you currently watching the ITV1 channel? If you switch to another channel does the audio resume? 

[nambuso-TT]

I am very sorry to hear this, just to confirm, Are you currently watching the ITV1 channel? If you switch to another channel does the audio resume? 

[fr8ys]

@ab48! This is sometimes caused by the HDMI lead not being seated in the socket correctly or a non compatible one. Take the lead out at each end and replace. Also, if you have more than one HDMI input on your TV, try on of the other inputs.

Are you using the supplied lead or is it one that came with a previous box? The supplied lead conforms to the latest spec.

If is not the lead, sometimes the box hasn't installed the software correctly. 

Try resetting the box using factory reset from the settings menu.

One other thing, and probably the first to try, is thr volume on the TV. These boxes have a reputation for having low sound, so just to check that, increase the tv volume using your tv remote to see if that's an issue.

[nambuso-TT]

Hi there @ab48! I am very sorry to hear this. I will look into this for you to determine the cause of the issue.

In the meantime please update your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here.

https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info