Welcome to Xfinity Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,874,370

members

1,437

online

29,148

topics

Top

Intermittent Sound Cut Out Skipping Audio Issue

Regular Visitor

Intermittent Sound Cut Out Skipping Audio Issue

I put everything I could think of in the title so maybe others will see this chime in.  this has been going on for almost a year now and I have complained numerous times.  Comcast has sent a technician out who has claimed to "fix" the issue, but I can't tell while he is here because it is intermittent and only happens sometimes.  On channel 22 - NBC in Springfield MA ( WWLP) the sound, on all 3 of my TVs intermittently skips, hiccups, cuts out - call it what you will.  It is similar to when someone has callwaiting and you can't hear for a moment while the beep happen - only there is no beep and when it happens, it is continual for hours on end.  Then it suddenly stops for no reason.  I have checked all of my connections, it is not a loose connection ( wouldn't be on 3 TV's anyway - nor would it be since it is only 1 channel) and I have tried tech support.  NO help.  I've searched and seen others have had this problem in various parts of the country on different stations.  Has anyone found a solution? Thanks!!

Service Expert

Re: Intermittent Sound Cut Out Skipping Audio Issue

What is the model number of your X1 box?  Are you in a condo or apartment?




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark an Answer!solution Icon

Regular Visitor

Re: Intermittent Sound Cut Out Skipping Audio Issue

I own a house, not live in an apartment or condo.

I have 3 different boxes and it happens on all of them.  None of them are the X! high end boxes - 2 are just for digital starter and 1 is just so I can get basic cable on a TV.

Can I seriously be the only person this is happening to?? It is getting worse, not better. 

Service Expert

Re: Intermittent Sound Cut Out Skipping Audio Issue


@Ladyinmass wrote:

I own a house, not live in an apartment or condo.

I have 3 different boxes and it happens on all of them.  None of them are the X! high end boxes - 2 are just for digital starter and 1 is just so I can get basic cable on a TV.

Can I seriously be the only person this is happening to?? It is getting worse, not better. 


Re-attach all your coax connections first.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark an Answer!solution Icon

Regular Visitor

Re: Intermittent Sound Cut Out Skipping Audio Issue

done

 

Service Expert

Re: Intermittent Sound Cut Out Skipping Audio Issue


@Ladyinmass wrote:

done

 


You can call 1800comcast and ask them to check your X1 system.  If that doesn't resolve your issue, you can schedule a tech visit.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark an Answer!solution Icon

New Poster

Re: Intermittent Sound Cut Out Skipping Audio Issue

I have the same problem. only on one of my boxes. I reset it through the phone system and worked for a day. Now the sound comes and goes rhythmically. I also read that this person has had techs out before with not fix. Sound works on Sonos and apple tv so yes it is an xfinity problem. Was there every a fix?

 

Service Expert

Re: Intermittent Sound Cut Out Skipping Audio Issue


@lulu222 wrote:

I have the same problem. only on one of my boxes. I reset it through the phone system and worked for a day. Now the sound comes and goes rhythmically. I also read that this person has had techs out before with not fix. Sound works on Sonos and apple tv so yes it is an xfinity problem. Was there every a fix? 


on the voice remote say 'about' and please reply there with the STB version number (example mx011an)




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark an Answer!solution Icon

New Poster

Re: Intermittent Sound Cut Out Skipping Audio Issue

AX014AnN_3.Op2s2_PROD_sey

 

System worked last night after I turned it off and on again. But today the sound is completely off and the picture goes in and outxfinity about 2.jpg

 

xfinity about.jpg
Service Expert

Re: Intermittent Sound Cut Out Skipping Audio Issue


@lulu222 wrote:

AX014AnN_3.Op2s2_PROD_sey

 

System worked last night after I turned it off and on again. But today the sound is completely off and the picture goes in and out


I was expecting one of the early models. to diagnose it is probably best to start by plugging the HDMI directly into the TV and using just the TV's speakers to test the box and HDMI cable. Try that and see if it plays normally. Do you have a sound bar or AVR (receiver) attached to the TV too?




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark an Answer!solution Icon

New Poster

Re: Intermittent Sound Cut Out Skipping Audio Issue

Receiver but the sound system plays very well for sonos, apple tv and DVD system. So it is not the sound system

Service Expert

Re: Intermittent Sound Cut Out Skipping Audio Issue


@lulu222 wrote:

Receiver but the sound system plays very well for sonos, apple tv and DVD system. So it is not the sound system


it is how the issue is diagnosed. reply if you wish to continue diagnosis.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark an Answer!solution Icon

Special Events
FIFA World Cup 2018 on Xfinity See More
Discussion stats
  • 11 replies
  • 1190 views
  • 0 kudos
  • 4 in conversation