Forum Discussion
Sorround sound issues
New Telus customer. Switched from Shaw. Had no issues with sorround then. Issue: Sonos connected to eARC: Telus box is at max. Volume indicator goes up and down but the volume on the sorround does n...
TELUS_Support
Official Support Team
Official Support TeamHey! After taking a look, I found some options. Here is the quick checklist to fix it:
Lock the Remote to the TV: Go into the Telus Settings > Remote Control and make sure it’s programmed specifically to your TV brand, not just the Telus box. This forces the remote to talk to the TV/Sonos directly.
Toggle HDMI-CEC: In your TV settings, find the HDMI-CEC option (brands call it things like Anynet+, Bravia Sync, or SimpLink). Turn it off and back on. This usually resets the "handshake" that keeps failing.
Check Audio Format: In the Telus audio settings, try switching from "Auto" to "Pass-through" or "Surround." If it's stuck on a fixed bitstream, it sometimes ignores volume commands entirely.
The "Phantom" Device: If you have anything else plugged into the TV (like a Nintendo Switch or another streaming stick), unplug it for a minute. These often "hijack" the CEC signal and mess with the Sonos connection.
Since you've already tried the power cycle and it only works for a bit, the Remote Programming (Step 1) is usually the permanent fix.
