Intermittent sound while streaming Discoveryplus

[Sam4711]

Hi, can anyone help with a sound issue. Sound is fine until after an advert while streaming on Discoveryplus. Sound then goes off. I can switch to other channels and sound is fine. Then switch back to Discoveryplus and sound is fine until after the next advert. TIA. 

[Dave859]

Hi I am still having the same issue, the TV is a Samsung QE49Q60RATXXU.

Following your advise I checked the HDMI port the EE box is plugged into and it was plugged into  HDMI 4 (ARC)

So I moved it to HDMI 2, tried it and it survived the first set of 3 advert , with the sound coming back on after the adds, but then after the second set of 3 adverts, when the program came back on the sound was gone, and the same no sound on every advert break after that, this is the same pattern at it has always done.

So replaced my original HDMI cable with the one EE provided  in the box and exactly the same occurred, okay after the first set of adverts but then no sound after the next set of adverts.

As mentioned before  my old BT TV box did not have this issue, my contract is with BT so I will ask them to take the EE box back and send me the original BT box.

[Johnnyrocket]

I'm so sorry to hear that, it so unusual seem like it very intermittent, I
will try my very best to get to the bottom of it, it's either the App's
fault or EE's either way it needs to be correct, since it only happens
through the EE box/TV then my suspicion is it's focused on EE.

[BeckieBDE]

Hi. Sorry to hijack the conversation but mine is doing the exact same thing. 
Sound disappears after the 2nd ad usually. I have to restart the programme to get it working again. 
It happens with Discovery+ but also NowTV occasionally. It can be intermittent but happens most of the time. 
Did anything get resolved? 
Thanks. 

[Dave859]

Hi, no mine still does exactly as you described.
So disappointing, my previous TV box from BT works without this issue.
If you find a cure for it let me know.
Regards David

[jimtig]

nope mine still doing it

[Johnnyrocket]

Seems like a EE tv issue, I am trying my very best to resolve the matter
with EE as it only seems to not work with them but does work perfectly on
the downloaded app with you Tv ? At this present time EE are becoming
difficult to get to the bottom of it.

[UKCooperman]

I have had the same problem with DiscoveryPlus sound since replacing my old BT TV box with a new EE TV box a few weeks ago. On the same TV as the EE Box I have an Amazon Fire TV stick. I have streamed the same DiscoveryPlus episodes of programs where the EE Box had the sound issue using the Fire TV stick without any issues with the sound disappearing after adverts. This tells me the problem is with the EE TV Box NOT my TV. Like other users have said I didn't have this problem with my old BT TV box plugged into the same HDMI port on the TV.

[Leanne_T]

Hi there @UKCooperman 

Thanks for posting on the community. 

Have you reported the intermittent sound on discovery+ to our technical support team? 

The team will run some troubleshooting and let you know what is needed to get this sorted 🙂

Leanne.

[UKCooperman]

Hi Leanne,

No I haven't reported it yet as I was waiting until I had proved conclusively that it was the EE Box by doing my test with the Fire TV stick. I will probably try the EE Box again tonight and if no improvement get in touch with support.

Do you know the best phone number or link to use to get in touch with them please?

Cooperman

[Alex_H]

@UKCooperman If you have an EE Mobile the contact number is 150, for any other phone call 0330 123 1105 to speak to our TV technical team.

Alex