Forum Discussion

Rocky3's avatar
Rocky3
Guardian
20 days ago
Solved

Loss of audio while lips keep moving!

Audio skips were previously reported and fixed. They are back again. A two second count of lips moving and no sound. This occurs live and recorded, on demand, Prime & Paramount. So basically on any ...
  • Apple4u's avatar
    Apple4u
    9 days ago

    This has been happening to me for months and I finally got tech support on the phone. After a TON of trouble shooting that I had already done on my own, they were able to log in remotely and found that the optic terminal coming into the house was alarming several times a day and rebooting itself causing the audio dropouts for up to 5 seconds randomly and intermittently throughout the day. The Optic terminal is a white Nokia box. Tekus is coming on Easter Monday to replace it.

TELUS_Support's avatar
TELUS_Support
Icon for Official Support Team rankOfficial Support Team
18 days ago

There are a few things to try:

 

- Settings --> Television --> Audio --> Audio Output, and changing from 'Surround Sound' to 'Stereo' if you see the former.

- Settings --> Television --> Screen Resolution, and switching from 4K to 1080p. Saving it, and then going back and switching back up to 4K. This forces the box to restart its internal video/audio sync clock.

- Flushing the app cache by going go Settings (the cog icon) --> Apps --> TELUS TV+ --> Clear Cache.

 

Another option is to test using ethernet to see if it's a Wi-Fi issue.

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