How to fix sound issues when streaming

If you are experiencing no sound, low volume, or poor audio quality while watching ITVX, please follow the steps below. 

Step 1: Volume & Basic Checks

Start here to quickly eliminate the most common issues.

• All Devices: Check your device volume and ensure the mute function is off. If you use external speakers or a soundbar, check their volume too.

• TV/External Speakers: If you use a soundbar, temporarily switch the sound output to your TV's built-in speakers to see if the audio works there.

• Android Users: Go to your device Settings and verify that the specific Media volume level is set high.

• Website Users:
  - On a Desktop or Laptop: Click the speaker icon in the ITVX player. Confirm the volume slider is up and the small 'x' mute symbol is gone. Also, check that your browser tab is not muted (via right-click).
  - On a Mobile Device Web Browser: Ensure your phone or tablet volume is high. The video player on mobile browsers often relies entirely on the device's volume controls.

Step 2: Restart Everything

Closing the app and power-cycling the device can resolve most temporary audio failures.

• Smart TV / Connected Device: Close the app, unplug the TV (or streaming device) from power for 60 seconds, then plug it back in and restart.

• Mobile / Tablet: Close the ITVX app completely (swipe it away), then restart your phone or tablet.

• Website / Computer: Close and re-open your web browser. If the issue persists, restart your computer.

Step 3: Advanced Settings Check

These steps address device-specific audio routing problems.

• TV Audio Settings: If you are using a sound system (soundbar, receiver, etc.), go into your TV's Sound Settings menu. Look for the audio output options and try changing the setting there.

• Mobile Connections: If you previously connected to wireless headphones or speakers using Bluetooth, check it's not still showing as connected in the Settings.

• Website Software: Try playing something on a different website (e.g., YouTube) to confirm your computer's system audio works. You should also verify that your device meets the minimum software requirements for ITVX.

Still need help?

If you have tried all the steps above and are still having trouble, please contact the ITVX Customer Service team. To help us resolve your issue quickly, please provide as much of the following information as possible:

• What is the make and model of the device you’re using ITVX on?

• Is the sound issue happening during adverts, VOD (on-demand), or Live TV?

• Is there any other information you think is relevant? (e.g. when the issue first started)