Discovery plus dropping sound after ads

[Kjw22]

There is no sound when whatever show we're watching comes back after the adverts. Any ideas why? Thanks 

[EnyaqCoupe25]

Hi started with EE TV service a few days ago. Discovery Plus programmes  - the volume goes off after adverts. I have to come out of the programme and start it again from where it was stopped. It does this on every advert. Has EE got a solution to this issue? 

[SoupDragon57]

@Kjw22 Not yet... Although it might be an issue fire Discovery for their app. But it's definitely faulty.

[How4]

Hi, This has been going on for about a year yet they only admitted it as an issue in December and still have not fixed it. They hoped to fix in April .....

Colin 

[MOD EDIT - PLEASE DO NOT POST PERSONAL DETAILS ON THE FORUM]

[DarrenW-Tech]

Hi All! Sorry I haven't kept you all bang up to date recently.

A fix for this issue has been released on our TV Mini Boxes! ⭐

We did have a fix lined up for the TV Pro Box, however we couldn't launch it due to another issue found in trial.

We've fixed that & all is looking good to start rolling it out to customers commencing 27th May, by the 2nd June all TV Pro Boxes should have the latest update the contains a fix for this problem.

Sorry again for the painful experience, but hopefully some relief is on the way!

[How4]

Hi, Thanks for the update. However this problem started as soon as I came over to EE over a lot of channels in May 24. I have an oldish Denon receiver with an optical link and it randomly kicked the sound off. The help desk said it was unaware of the issue back in June last year so I had my receiver checked out with no problems found so I am waiting for conformation of this issue solving before reconnecting. I've had many happy hours with the help desk, every time with them finding more issues with the Pro box (and router) including a visit from two EE and one BT techs. Will this fix solve the general knocking off of volume as well? Thanks

[Mod edit - removed email signature from reply]

[Peter_W]

Thanks for the update here @How4.

The issue @DarrenW-Tech shared here is specifically linked with sound dropping out on Discovery+, so we can't guarantee this will fix things if you have a more general issue with sound.

Are things fine when you don't use the receiver, or will this happen using the TV's internal speakers too?
Peter

[Boris1966]

Hi new to EE TV probox, samsung tv using tv speakers i belive box software is upto date as ive only been online since 30 May 25.

After an ad watching discovery + no sound but if I go back to menu and resume watching i have sound.

Will there be further improvement in software. 

[Michael_D]

Hi @Boris1966 

Thanks for coming to the community.

There is a software update currently being rolled out for the EE TV Box Pro, which would resolve this. As mentioned by @DarrenW-Tech above, this roll out is due to be finished by 2nd June, so it is worth checking to see if there is an update available for your box in the settings.

Michael

[PaulB2005]

Hi

So we can check, can you post the software version number of the new update?

Just sometimes these updates are not rolled out to everyone at the same time so there's no way of knowing if you have the update or if you are still waiting to be "allowed" to download the new update.

[DarrenW-Tech]

Hey! We're a day behind or so, the version to look out for is 0.13.26 and should be with you by tomorrow!