Forum Discussion

Rocky3's avatar
Rocky3
Guardian
10 months ago

Volume Issues

I am watching a show, whether live TV, recorded or streaming. The sound volume goes up and down during the show. At times (TV sound 1-100) it will be just right at 10, other times it is 50. This is...
TELUS_Support's avatar
TELUS_Support
Icon for Official Support Team rankOfficial Support Team
10 months ago

Rocky3​ Grimmt​ An update: our team is aware of the issue and we're working on a fix. When there's more info we can share, we will definitely let you know. 

KHR's avatar
KHR
Icon for TELUS Team Member rankTELUS Team Member
10 months ago

Rocky3​ Grimmt​ 

Can you help us out with some details a bit to try and get to the bottom of it?

  1. can you confirm set-top box make/model (TELUSTV-21T or TELUSTV-24S, other)?
  2. is it across all channels?
  3. do you have your set-top box volume set to 15 (ask google assistant to 'set volume to max')?
  4. Are you using anything other than set-top box to tv and using TV speakers?
  5. Any sound settings you've changed on your TV?
  • Grimmt's avatar
    Grimmt
    Ambassador
    10 months ago

    Here’s my info:

    can you confirm set-top box make/model (TELUSTV-21T or TELUSTV-24S, other)?
    TELUSTV-21T

    is it across all channels?
    Yes

    do you have your set-top box volume set to 15 (ask google assistant to 'set volume to max')?

    Interesting: I did this on one of my TVs and the volume instantly increased and I needed to reduce the TV volume. I’ll monitor if the problem continues.

    Meanwhile: Is there a way to query what the current setting is before doing this? I would assume this would be important feedback. I have not done this on my other TV; so, I can provide info from my other TV that has the same issue.

    Are you using anything other than set-top box to tv and using TV speakers?
    No – I have the TELUSTV-21T directly connected via hdmi

    Any sound settings you've changed on your TV?
    Before the problem started? no
    Since the problem started? yes – many changes in an unsuccessful attempt to fix the problem.

    Tony

    • Grimmt's avatar
      Grimmt
      Ambassador
      10 months ago

      And a question and answer, surprisingly missing from the questions - maybe the set top box reports this:

      What make and model of TV do you have?
      LG OLED CX

      • KHR's avatar
        KHR
        Icon for TELUS Team Member rankTELUS Team Member
        10 months ago

        Thanks for the detail; you'd mentioned earlier that you have a Sony and a LG, so I didn't feel the need to re-ask 😁. The fact you see it on different TVs from different manufacturers from different years running different operating systems (and so Rocky sees it to) indicates it's something on our end or the broadcasters end. You can ask google assistant what volume you're set to (i think my exact prompt was "what's my volume set to?").