Tv android box

[Basradad1977]

Picture and speech are out of sync. I have done a factory reset 4 times and tried all the other options as advised on community hub but problem persists.

[Karl-TalkTalk]

No Problem 🙂

Karl 

[Basradad1977]

Hi Karl, tried it on the other tv,problem gone now,

Just connected back to my normal tv in the lounge but used a different hdmi socket on the tv and its working fine. 

Many thanks for your help.

[Basradad1977]

I have tried it on a different tv upstairs, no ethernet connection there so will try it anyway. 

[Karl-TalkTalk]

Hi

Do you have another TV in the house you can test the box on ?

Thanks  

Karl. 

[Basradad1977]

Hi Karl, new box arrived and fitted, changed all cables problem still persists.  Any suggestions please?

[Karl-TalkTalk]

No Problem 🙂

Karl 

[Basradad1977]

Thank you Karl, hopefully it will sort the problem out. 

[Karl-TalkTalk]

Hi

I'll send out a replacement and get the box swapped for you.

Thanks  

Karl. 

[fr8ys]

Thanks for confirming.

Staff here will pick up next week as they work normal office hours.

[Basradad1977]

Hi, thanks for replying. 

All cables are new, problem occurs with live tv and apps, if I plug aerial into tv directly bypassing the box,everything is ok but then what is the point of the set top box.  I'm paying for talktalk tv but not getting the benefit. 

Tried the online chat and they asked all the questions you asked, recommended factory reset which I have done 4 times. I think the box is faulty but can't get anywhere with talktalk. 

[fr8ys]

Is this happening on live TV, apps or both?

If live TV is it all channels or only some?

Have you tried the offset values withing the settings menu? This is a trial and error process.

Are you using the supplied HDMI cable? The latest cables transfer data quicker than older cables. If you are using the supplied one do you have another you can try?

If it's apps that are affected, have you tried rebooting your router?

Additionally if you plug the aerial directly to the TV are the live TV channels in sync?

If you can let us know what you have tried, and if symptoms persist, staff can consider other options when they return next week