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user_f4508a
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Visitor

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11 Messages

Tuesday, August 30th, 2022 2:26 PM

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Music channel without video

Until last week I was able to listen to Music Channel Audio without the video. Now when I turn off the video I loose the audio, when I return to video I seem to be in some kind of advertising loop. Any suggestions, can I go back to software from prior to last week?

Question

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Updated 

2 years ago

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Accepted Solution

user_f4508a

Visitor

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11 Messages

2 years ago

Fixed sometime yesterday 9/2, thank you

4

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XfinityRaul

Official Employee

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1.6K Messages

Great! I'm glad to hear it's working properly as of yesterday, @user_f4508a. Please let me know if there's anything else I can help you with. 

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

2 years ago

0

user_f4508a

Visitor

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11 Messages

Quit working again today 9/4/22, back to when I turn off video I lose the audio from music channels, when I turn video back on I am at some type of screen saver with no audio. I restarted system with no help. 

2 years ago

0

CCLuis

Problem Solver

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493 Messages

Thank you for that update, I am sorry to read that the issue is back again. Are you getting any type of error messages or error codes along with the issue?

I no longer work for Comcast

2 years ago

0

user_f4508a

Visitor

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11 Messages

No error codes, When I have a music channel on listening as long as video is on all is well. When I turn off the video I loose the music, channel when I turn video back on the video seems to be at some kind of screen saver. I press exit and it takes me back to the music channel. I would like to be able to listen to music channels without video on like I use to be able to do. Can you help with this or is this a "new" feature? One that does not make much sense to me.

2 years ago

0

XfinityArmand

Official Employee

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1.9K Messages

2 years ago

Hi there @user_f4508a!  Thanks so much for taking the time to reach out to Xfinity Support with Digital Care here on our Community Forum.  We are so glad to hear from you and happy to help out in any way that we can.  No worries!  You have reached out to the right team, and we are going to take care of this for you.  So that we can get started, please feel free to shoot us a private message with your full name and complete service address.  That way we can take a look at things for you.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://comca.st/3wNtpUd 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

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user_f4508a

Visitor

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11 Messages

@XfinityArmand​ Still not working as it did in the past. Music Channel audio is lost when I turn off the video. Music Channel with video and audio. When I turn off the video the audio is lost. When I turn video back on I am at some type of screen saver, advertising loop. I can press exit to get back to the music channel. I can't listen to music channel audio without the video on. Quite annoying, help please.

2 years ago

0

CCChristopher

Problem Solver

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577 Messages

@user_f4508a Hello and thank you for reaching back out. We sent you a private message to try some other troubleshooting steps, and we look forward to assisting you further privately and getting this resolved once and for all! -Christopher

I no longer work for Comcast. 

2 years ago

0

user_f4508a

Visitor

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11 Messages

I don't believe I received a private troubleshooting message can you send again. I still can't listen to music channels without the video on.

Thank you

2 years ago

0

user_f4508a

Visitor

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11 Messages

2 years ago

Sent today 9/1/2022 ...........

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user_f4508a

Visitor

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11 Messages

2 years ago

I used to be able to listen to Music Channels without the need to have video on.

Now when I close the video I lose the audio. When I turn video back on I am at some type of screen saver with advertising.

I posted this once and am not getting an reply, please help.

Note: This comment was created from a merged conversation originally titled Music channel audio without video

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user_f4508a

Visitor

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11 Messages

2 years ago

I am not getting any replies to this issue which is still a problem, can't listen to music channel audio without video. Please let me know if this can be fixed.

Thank you

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CCAnna

Problem Solver

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874 Messages

I am sorry to hear you are still having a problem with the audio/video on Music Choice @user_f4508a. I did look over our known problems, and I am not seeing this issue listed. That being said, it could be something our advanced backend repair team needs to look at. I will need to gather your account information in order to send them a ticket. Can you send us a private message with your full name, name of account holder (if different) and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

 

 

 

I no longer work for Comcast.

2 years ago

0

user_f4508a

Visitor

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11 Messages

Click the chat icon next to the bell in the upper right corner - I don't know what screen you are referring to there is no chat icon, or bell in the upper right corner of this screen.

2 years ago

0

user_718720

Visitor

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2 Messages

2 years ago

I have this same problem.  I don't see any way on the control to turn off the  video.  If I click the "TV" button it turns off both video and sound.  I find the visuals annoying and distracting.  I guess I could hang a blanket over the screen, but why waste the electricity?  

There does not seem to be an on off button on the screen itself, nothing on the remote. 

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user_718720

Visitor

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2 Messages

2 years ago

I have this same question.  I just want the music, no visuals, which I find annoying and distracting.  There is no on/off button on the screen and nothing on the remote.  If I click on the "TV" button it turns off the sound as well. 

What do I need to do to get just the music, no video?

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CCShaina

Problem Solver

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393 Messages

Hello @user_718720 and thank you for letting us know of your concerns regarding the Music Choice channel selections. While I understand your concerns, typically when the TV is turned off the audio that is originating from the TV channel will stop as well. I did want to clarify, have you ever been able to watch Music Choice channels with audio only previously? 

I no longer work for Comcast.

2 years ago

0

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