Sound stops when pausing or rewinding when on netflix, prime and bbc 1 player

[kijg19]

Hi . My sony 65 inch tv uses a Sonos play bar to give me the sound and it works fine when using the normal channels I watch through my virgin media Tivo box. However, if i watch a program on netflix, prime or BBC i player and pause the tv program, or rewind it, when i press play again, the picture carries on but the sound stops !!!! Even if i go back to watching TV through the virgin box. The only way i can get the sound to work again is by completely switching the virgin box off, leaving for 30 secs or so, then turning it back on. When the virgin box reboots and opens up, if i go to the program i was watching on netflix etc the sound returns !!!!. I dont know if this is a problem with my Virgin box, or my TV or my Sonos playbar. Please does anyone have any suggestions to stop this from happening all of the time????? Many thanks Jimmymerlin 

[SkyNet404]

Hey there,

Did you try to play these apps through the TV itself? Instead or using the apps on the Virgin box? Does it happen with the built in apps as well?

Cheers. 
 

[kijg19]

I had not though of that, so thankyou. With the virgin box turned off and watching prime or netflix through the TV apps, the sound works perfectly. So  that must rule out a problem with my TV and Sonos playbar and point the problem towards the virgin box set up. Do you agree ?  If it is the virgin box, is there a way that this can be corrected ??? Many thanks Jimmymerlin 

[SkyNet404]

Hey there, 

I wouldn't also jump straight saying that the Virgin is faulty, to be fair it might only be a compatibility issue with the devices, like the Sony TV, trying to talk to the Sonos soundbar and the Virgin box at the same time, and vice versa. I would also try to test the TV with the Virgin box without the soundbar connected just to check if the issue will also occur using the TV internal speakers, or it only happens with the Sonos, then you will be able to decide if it's a Virgin issue, or just a compatibility issue. 

Hope it helps. 
 

[kijg19]

Thank you. I will give that a try a little later and let you know the results. Cheers Jimmymerlin 

[SkyNet404]

Sure thing Jimmy, keep us updated then and hopefully everything gets sorted, cheers. 

[kijg19]

Hi. I tested the TV sound on netflix and prime with the Sonos arc speaker completely disconnected and the sound works fine ..... it didnt stop at all when i pressed pause or rewind. I then plugged the sonos arc back in ...... and it has stopped working !!!! I have just spent nearly 1 hour on the chat message service to Sonos trying to get the speaker working again,  but we ran out of time as i had to pick my wife up from work. I will contact them again tomorrow morning with the case number they gave me and try again to get my sonos arc speaker working again ! Don't I  just love all of this techy stuff !!!!! Cheers Jimmy 

[SkyNet404]

Hey Jimmy,

Hopefully when you contact Sonos support once more they will solve it for you.
Keep us updated, and wish you all the best.

Cheers.