Set Top box sound level and on/off switching incompatable with Sony OLED TV

[Hornsealad]

I've just bought a new Sony OLED TV and there's a tremendous difference in sound levels between the EE box (very low) and the Sony TV (high). Additionally the EE Box doesn't seem to work correctly with the Bravia Sync switching. Engineers have investigated this with Sony and are of the opinion that the problem lies with the EE Box. Have anyone else got this problem or has a solution?

[Christopher_G]

Hi @Hornsealad 

Welcome to the community.

I've seen a couple of similar issues in the past. Could you try the recommendation on this 'EE TV pro box sound volume extremely low' thread.

Essentially, they set the max volume on the TV remote, then reset it by hitting the HOME and 9 buttons together for 5 seconds.

Let us know if that works please.

Chris

[Hornsealad]

Thanks very much for your suggestion, Chris and for the link to other comments/ideas. However, when I looked at changing the EE box volume setting to ‘Surround’ (which quite a few people found fixed the problem) I found my box was already set to this option and it didn’t, as was suggested, set the EE box volume to 100%.

Thanks again.

John

[Christopher_G · Accepted solution]

OK, thanks for trying that, @Hornsealad 

It may be worth speaking with our EE TV technical support team, to see if they're able to help you get this working fully.

Chris

[Hornsealad]

I've spoken to the EE Technical Support Team who were extremely helpful and although they couldn't suggest a fix, they are sending me a replacement box to see if it behaves the same as my existing box regarding different audio levels..

[Leanne_T]

Hi @Hornsealad 

Thanks for coming back to us with an update. 

Let us know how you get on with the replacement box. 

Have a lovely weekend. 

Leanne.

[Jones01]

@Hornsealad 

In the possible event that a replacement box does not solve the problem, have a look in the Settings menu of your new TV.

I have got a Sony TV and it has a setting called Sound Levelling. When it is set to On, the TV evens out the different volumes of the TV and devices connected to it so that they are all more or less at the same volume. 

On our TV the setting is under [Settings] — [Display & Sound] — [Picture & Sound] — [Sound (***)] — [Advanced auto volume].

Your TV might be similar.

[Hornsealad]

I think that I’ve managed to fix my problem of massively different sound levels between my Sony TV and the EE TV box.

With my Sonos Sound Bar connected to the eARC HDMI port, If I go into TV Settings- Display & Sound – Sound - Volume Level – Volume Offset, it’s greyed out at Minimum and can’t be changed.

However, if I switch off everything and temporary disconnect the cable to the Sonos Sound Bar and go into TV Settings – Display & Sound – Sound – Volume Offset, by clicking on it first, you can change it, which I did to set it to -4. After again turning everything off and reconnecting the Sound Bar cable- magic, the two sound levels are near enough the same.

To the EE Community Support Team, thanks ever so much for your support, I'll return the loan box you sent as sonn as I receive a return pack from you 

[Michael_D]

Thanks for the update again @Hornsealad, and for sharing the steps you took.

If you don't receive the returns packaging soon, give our customer service guides a call, and they can make sure another one is sent out to you. 

Michael