static sound and loose optical audio wire

The image will show the model number of the roku soundbar we have. The issue is the sound keeps going in and out. It sounds hollow when it goes out. We bought a new optical audio cable from your website in hopes this would solve the problem but it does not. We do notice that the wire itself seems loose and does not stay in the fixture securely. Please let us know if there is something in settings perhaps? Or if there's a way to hold the wire in securely? There were no obvious events leading up to this problem for example- moving the equipment around. Thanks Pa