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hifi459
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Contributor

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79 Messages

Mon, May 3, 2021 12:18 PM

Audio out of sync with video on xi tv

Past few weeks the audio has been out of sync with the video on my x1 tv. I have no new tvs or connected device & its intermittent .it off by a few milliseconds causing physical discomfort . I have restarted & refreshed my box several times with no effect. Its not all the time & as far as I can tell not every channel. 

Note my tv is a stand alone tv & not connected to an entertainment system or stereo system

@ComcastEric @Tech @ComcastTeds 

Responses

Official Employee

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44 Messages

9 h ago

Good morning, and thank you for previously bringing this to our attention through our Forums page! I realize you've been experiencing some trouble with your TV service, specifically in reference to the audio matching up incorrectly. Rest assured; you're with the pros, and our Digital Care Team of corporate experts are here, every step of the way! :D

 

Are you still experiencing this issue, currently? If so, have you tried troubleshooting your cable boxes through our MyAccount app? It's super convenient, and really easy to navigate through, and all you have to do is; log into the app, select the TV tab, and from there, you should be able to troubleshoot each, individual box/boxes. I know it's saved me a lot of hassle in the past, so I hope it can help you in the future!

 

Fix Your TV Service Using the Xfinity My Account App

https://comca.st/3uo8UKF

I am an Official Comcast Employee.
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hifi459

Contributor

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79 Messages

I have gone through the my account app & performed the troubleshooting process. It is an intermittent problem & as far as I can tell it happens MOSTLY after a local commercial. The commercials that are localized to area specific markets. I can tell when it will happen mostly when the tail of a different commercial  (few seconds) comes up after a commercial before normal programming 

(edited)

Official Employee

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253 Messages

Thank you for that additional information and for going over those troubleshooting steps on your own. I would like to go over troubleshooting more specific to your account. Can you please reach out through private message (by clicking on the chat icon on the top right of the page) with your first and last name, name on the account if different, and service address?

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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