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Audio volume too low on XG1v4 4K box

Frequent Visitor

Audio volume too low on XG1v4 4K box

I used to have the X1 (1080P) cable box for many years and never experienced any audio problems.

 

Two weeks ago I received the XG1v4 4K box. 

The audio volume is MUCH lower than the old cable box. I have to crank up the volume on my TV to 60-70% to have normal audio volume.

The same thing happens when I connect the cable box to my AV receiver.

I tried changing all possible audio settings (Stereo, 5.1, expert mode, etc.), but nothing worked.

When I hook up my old cable box, the audio is normal. So it is not my TV's fault.

 

I contacted Xfinity, but neither ther tier-1 or tier-2 support found a solution.

I received a replacement XG1v4 4K box yesterday, but same problem persists.

 

Does anyone experience the same problem?

Or did someone manage to overcome this problem?

 

Any help is appreciated! Thanks!

Expert

Re: Audio volume too low on XG1v4 4K box

I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.

Frequent Visitor

Re: Audio volume too low on XG1v4 4K box

Thanks Rustyben!

 

Seems like others are experiencing the same problem and it is still unresolved.

Official Employee

Re: Audio volume too low on XG1v4 4K box

Hi, sesselmarder - Just to confirm, what audio setup do you currently have? Do you experience low volume on Live TV and On Demand/Recordings? 

Frequent Visitor

Re: Audio volume too low on XG1v4 4K box

Hello 

 

 

 

Official Employee

Re: Audio volume too low on XG1v4 4K box

@sesselmarder - Thank you! Could you please send me a private message with your full name, the account holder's name and address as it's listed on the billing statement, a phone or an account number. Click on my name ComcastElla, then click Private Message Me. I will need to check your account. 

Regular Visitor

Re: Audio volume too low on XG1v4 4K box

I have the same low volume issue with live tv or recordings. I have a certified hdmi cable hooked to a new Sony XBR-55X900F. Were you able to resolve this problem?
Thanks!
Expert

Re: Audio volume too low on XG1v4 4K box


@LittleHulk wrote:
I have the same low volume issue with live tv or recordings. I have a certified hdmi cable hooked to a new Sony XBR-55X900F. Were you able to resolve this problem?
Thanks!

follow the directions in the post just above your post. be sure to give the reason you are sending the private message.

Frequent Visitor

Re: Audio volume too low on XG1v4 4K box

,

no, unfortunately the problem has not been resolved yet.

I am in contact with Xfinity and already received multiple suggestions, but nothing worked yet.

Once we find a problem, I will post it here.

Regular Visitor

Re: Audio volume too low on XG1v4 4K box

Thanks for your reply sesselmarder. I hope they can help you figure it out. I look forward to hearing if it gets fixed.
Thanks!
Frequent Visitor

Re: Audio volume too low on XG1v4 4K box

I have the exact same problem withe same TV as sesselmarder, it's not the tv, it's the new XG1v4 TV box .

Frequent Visitor

Re: Audio volume too low on XG1v4 4K box

I fully agree. But we need Xfinity to admit the problem and fix it....

Expert

Re: Audio volume too low on XG1v4 4K box


@sesselmarder wrote:

I fully agree. But we need Xfinity to admit the problem and fix it....


The question is why is it not happening with ALL users?  I have two 4k boxes and neither one has the issue AFAICT.

Official Employee

Re: Audio volume too low on XG1v4 4K box

Hello all, 

 

I'm currently investigating the issue with the low volume on 4K DVRs.  As @RobertWy mentioned, this issue doesn't affect all customers and we are trying to find a cause. I will update this post as soon as I get any relevant information.

New Poster

Re: Audio volume too low on XG1v4 4K box

I'm having the same issue on my Sony X900e using built in speakers and a higher speed 4K Compliant HDMI cable.
Regular Visitor

Re: Audio volume too low on XG1v4 4K box

Thank you for looking into it. I also tried the YouTube and iHeartRadio apps and both of those seemed low to me just like the tv channels. I will check my recordings and on demand later to see how that does.
New Poster

Re: Audio volume too low on XG1v4 4K box

What's odd is when you're in a DVR recording, right as you start to fast forward it's like the volume tries to go higher like the level it should be, but then doesn't. Other people should try that. Maybe it can help the engineers identify the issue.
Frequent Visitor

Re: Audio volume too low on XG1v4 4K box

True, it is not happening to all users.
But then again, I have the same problem when I connect the cable box to my AV receiver. It would be a huge coincidence, If my TV and AVR would both have a problem....
Frequent Visitor

Re: Audio volume too low on XG1v4 4K box

I just tried the same thing.
However I did not experience the same you did when trying to fast forward a DVR recording...
Official Employee

Re: Audio volume too low on XG1v4 4K box

Thank you all for your input, I greatly appreciate it. I will pass all your comments to the engineering team. 

Official Employee

Re: Audio volume too low on XG1v4 4K box

Hi everyone. The reported behavior is working as intended. For XG1v4 we have implemented a feature that maintains a more consistent volume across different delivery methods (live TV, on-demand, etc.). This results in a lower output compared to XG1v1 and XG1v3 since these platforms don't currently have the feature deployed. For those that upgrade from an XG1v1/XG1v3 to an XG1v4, you may notice the volume difference, especially comparing back to back.

 

This feature is currently deployed on XG1v4, Xi devices and XG2v2 and the HDMI audio output on all of these devices is equivelant.

Regular Visitor

Re: Audio volume too low on XG1v4 4K box

Hi ComcastLeon! Thanks for the reply. I appreciate that you are trying to make this new box better than the others but the volume output is just too low. I have to turn my tv up to between 40 and 50 for a decent sound for me. Granted I do have a little trouble with my hearing but the sound from my previous regular X1 box was much better. Could you create a firmware with the option to turn that feature off if we like? An example why is if my tv is up high while watching from this box then I switch to my Blu-ray player the sound is way too high. Yes I know to turn the tv down first but I shouldn’t have to do that. Please consider giving us the option to turn it off or make the output like the previous units. I would really appreciate that. Off the subject a little..... I sure hope some 4K content is coming our way to make this box useful.
Thanks again for letting us know.
Frequent Visitor

Re: Audio volume too low on XG1v4 4K box

Hi 

 

New Poster

Re: Audio volume too low on XG1v4 4K box

I agree with the other posts; we should be given the option for this volume "feature". It is more of an issue than a feature. If it isn't resolved then I'm going to have to replace my v4 with a v3; this is just not acceptable. I used to be able to keep my volume on 35-40, now I need to keep it between 60 and 70. Please fix!

Regular Contributor

Re: Audio volume too low on XG1v4 4K box

Also with the new “feature” I have to max my bass output which still there is very minimal bass (non-existence)

If I switch to my Xbox or fire tv. Audio on those devices are 100% louder and the bass actually can be felt and needs to be turned down a little

Also to link forums here is another forum of users having similar complaints

http://forums.xfinity.com/t5/X1/Xfinity-4K-XG1v4-AR-AX014ANM-Box-Sound-Bass-Issues/m-p/3102468#M1506...
New Poster

Re: Audio volume too low on XG1v4 4K box

Yes, me too.  The background music is 2x louder than voices. Tried every adjustment on both tv and box.  No luck!  Thinking of asking comcast to put in old technology X1

 

New Poster

Re: Audio volume too low on XG1v4 4K box

I just got a new box Thursday. Audio is markedly lower when playing recordings from DVR, but lower than before . This problem with Roku was a simple audio setting to change.
New Poster

Re: Audio volume too low on XG1v4 4K box

So it’s WAD that I have to pump the volume sky-high watching a recording and then switching back to channels I get blasted out if I fon’t Decrease button first? I din’t Buy it. I agree with others about turning off this “feechure.” Leave it to control our volume with simoleTV audio or sophisticated audio systems.
Expert

Re: Audio volume too low on XG1v4 4K box


@MarlowW wrote:
So it’s WAD that I have to pump the volume sky-high watching a recording and then switching back to channels I get blasted out if I fon’t Decrease button first? I din’t Buy it. I agree with others about turning off this “feechure.” Leave it to control our volume with simoleTV audio or sophisticated audio systems.

I can't figure out what is causing this issue; I have two XG1v4 boxes, one connected by HDMI to a 1080p TV and another one connected by HDMI to a Vizio 4k TV.  Does yours connect in a different way?

Frequent Visitor

Re: Audio volume too low on XG1v4 4K box

I have a different problem. Only CBS - channel 802- has distinctly lower volume. All other channels ( I only watch HD) are fine. 

 

Setup up is 4k Infinity box hdmi to LG OLED out optical to Definitive Technologies W Studio soundbar. 

 

Volume using the hd X1 DVR I had previously was fine - this issue is only with the 4 K box. 

 

 

Expert

Re: Audio volume too low on XG1v4 4K box

 

 


@Akr2 wrote:

I have a different problem. Only CBS - channel 802- has distinctly lower volume. All other channels ( I only watch HD) are fine. 

 

Setup up is 4k Infinity box hdmi to LG OLED out optical to Definitive Technologies W Studio soundbar. 

 

Volume using the hd X1 DVR I had previously was fine - this issue is only with the 4 K box. 

 

 


 

Regular Visitor

Re: Audio volume too low on XG1v4 4K box

I also have the same issue.  Volume is way lower than my previous non 4K box.  I have to turn the volume up much higher than before especially with on demand movies.  Is there a fix?  I've tried changing audio setting from Dolby to Stereo but to no avail.

 

Thanks

Frequent Visitor

Re: Audio volume too low on XG1v4 4K box

No solution as of now. Looks like Xfinity did not receive enough complaints yet. Ridiculous for all the monthly money they receive.
Expert

Re: Audio volume too low on XG1v4 4K box


@sesselmarder wrote:
No solution as of now. Looks like Xfinity did not receive enough complaints yet. Ridiculous for all the monthly money they receive.

Strange.  I've had two 4k boxes for months and I have never had this issue.  Maybe a difference in equipment?  

Frequent Visitor

Re: Audio volume too low on XG1v4 4K box

It somehow must be equipment related or the combination of equipments. I even had the 4K box swapped, the second one had the same issue.

My TV is a LG OLED C7, The model from last year.
But I am also experiencing the same problem, when my 4K box is connected to my new Yamaha receiver. It is also less than one year old.

What bothers me is Xfinity’s ignorance. There are certainly several people with this issue.
Expert