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Why is the TV cutting out ambient sound?

I bought my Seiki (SE50FS08UK) smart TV four months ago and whenever we watch films or series the sound cuts out any ambient sound around speech or music. For example, if it's a quiet scene where two characters are talking, instead of hearing shuffling or shallow breathing between lines, the sound clearly mutes or cuts out. We bought it off Currys and they've refused to respond to our queries, any help would be appreciated.

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