U

Visitor

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11 Messages

Tue, Aug 30, 2022 2:26 PM

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?

Accepted Solution

Visitor

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11 Messages

1 m ago

Fixed sometime yesterday 9/2, thank you

XfinityRaul

Official Employee

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733 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. 

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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. 

Official Employee

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490 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 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

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.

Official Employee

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649 Messages

1 m 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

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.

Official Employee

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357 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 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

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

Visitor

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11 Messages

1 m ago

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

Visitor

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11 Messages

11 d 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

Visitor

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11 Messages

3 d 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

XfinityAnna

Official Employee

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709 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 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

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.

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