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General sound problems

Do you have a YouView or a YouView+ box?

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We've now tailored this support article to your particular set top box.
  1. Check for service problems and planned maintenance

    Problems affecting a large amount of Plusnet customers will be published on our Service Status page.

    If you find there's a service problem or ongoing maintenance work in your area, it's worth waiting until this has cleared. This is likely to be the cause of the problem.

  2. Check the volume settings

    Your TV and set top box have their own independent volume controls. Make sure both are turned up and neither is set to mute.

    If you've set up your YouView remote to control your TV, you can adjust the volume of your set top box by pressing volume up and volume down while holding the AD button.

  3. If you're using an optical (S/PDIF) cable

    Make sure the optical cable is connected securely at both ends. The easiest way to do this is unplug and reconnect each end of the cable.

    If that didn't help, remove the optical cable and check the sound provided through the HDMI cable. If this solves the problem it's likely that your set top box and audio equipment are not compatible - we recommend contacting the supplier of your audio equipment.

  4. Check the settings on your set top box

    • Press the YouView button on your remote and select Settings
    • Go to Box management and select Picture & Sound.
    • Select HDMI sound.
    • Switch between Stereo and Surround to see if this solves the problem.
  5. Check the cables

    If you have one to hand, please try connecting your set top box to the TV with a different HDMI cable. If your TV has more than one HDMI socket, try connecting with the other socket and see if the problem is still apparent.

    If you have a YouView+ box YouView+ set top box

    If you have one, please try using a SCART cable to connect your set top box to your TV. Now check if the problem is still apparent.

  6. Restart your set top box

    • If you have a YouView+ box YouView+ set top box

      Use the power switch on the back to switch off your YouView+ box.
    • If you have a YouView box YouView+ set top box

      Use the power switch on your wall socket to switch off the YouView box.
    • Leave it for 15 seconds before switching it back on.

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