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Posts: 2
Registered: ‎01-23-2019

Toshiba 4K firetv edition NO SOUND HELP!!

We bought a 4k toshiba firetv edition from bestbuy, and when we finalky hooked it up, there is NO sound once connected to the rogers cable nextbox. We have been trying to get sound for 3 days, we have contacted bestbuy geek squad, toshiba and rogers sent a person and after 2 hrs he is just as lost as us as to why it does not work.
Posts: 2,394
Topics: 99
Kudos: 252
Solutions: 112
Registered: ‎10-19-2017

Re: Toshiba 4K firetv edition NO SOUND HELP!!

Good afternoon, PlzHeLp,


Buying a new TV should be a fun experience so I wish I could congratulate you on your new Toshiba Fire TV. Having a problem with hookup doesn’t sound pleasant at all so I’m glad you reached out.


You mentioned you’re trying to connect to a box from Rogers Cable. I believe Rogers Cable is based in Canada so I need to ask, did you make this purchase from one of the Best Buy Canada stores? Our team works primarily with U.S. based stores and orders; if your order is from one of our Canadian locations, contacting Best Buy Canada in one of the ways outlined on their Contact Us page here should be the best way to speak to someone who can best discuss what options are available for you.


All of that being said, if this was a U.S. order, please let me know so we can go from there.


Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 131
Topics: 4
Kudos: 28
Solutions: 10
Registered: ‎12-26-2018

Re: Toshiba 4K firetv edition NO SOUND HELP!!

Hello Canadian pal,

In addition to the response from @Kayla-BBY, and if not already done by the technician, I would offer these suggestions.

First, when setting the TV it will have a voice guide in the process and if that is not there then try these other steps.

Check the sound/speaker settings from the device/sounds menu to make sure you can highlight them or if they are grayed out where you can't make a selection

Next you perform a factory reset from the device and software menu

If available/possible, plug an external speaker or headphones to the headphone jack.



***Please be advised that while I am an employee of Best Buy, I am here on my own time just like yourself. I am here simply to offer insight and information from a regular employee point of view. My comments are my own and not representative of Best Buy Co., Inc. I AM NOT A FORUM MODERATOR; therefore, I cannot look in to order/account information. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you in order to speed up the answer queue for other customers***