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Richard, Engineer
Category: Electronics
Satisfied Customers: 63774
Experience:  Electronics Engineer
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When tuned to BBC1 on hd channel 101 the sound disappears

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When tuned to BBC1 on hd channel 101 the sound disappears after about 2 minutes. The sound is ok on channel 102.
JA: What device or product has sound issues?
Customer: UE40nu7120HDR 4K
JA: How long have you had your UE40NU7120HDR?
Customer: Since August 2018
JA: What have you tried so far?
Customer: Sound diagnosis. Replugging cables. Factory reset.
JA: Anything else you want the Electronics Expert to know before I connect you?
Customer: No

Thank you for your question, my name is ***** ***** I look forward to assisting you.

Please note, a rating is only needed when we are finished.

Can you please remove the power to the TV (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the TV, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 1 year ago.
Still have the problem

Are you getting the channel via an antenna or another device?

Customer: replied 1 year ago.

how did you factory reset the TV?

Customer: replied 1 year ago.
From the settings

Do you have another TV there?

Customer: replied 1 year ago.

Connect that TV to the antenna and tell me how it works on that TV please

Customer: replied 1 year ago.
Sound is OK
Customer: replied 1 year ago.
Set to channel 101


It is the mainboard in the TV that has faulted.

I am really sorry about this and you are going to have to return the TV to have this replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.

Thank you

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