gneuner2's profile

Frequent Visitor

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7 Messages

Thu, Jul 8, 2021 8:08 PM

Sound problems on a single channel

Boston area:  for a few days now all programming on the Smithsonian channel - both regular (193) and HD (1477) - has been unwatchable due to sound problems.  The video is fine, but dialog is unintelligible - high pitched and extremely fast - and there is continuous /loud/ clicking in the background.  It's like listening to Alvin & the Chipmunks with the record skipping.

The problem is ONLY on the one channel (Smithsonian) - all other channels are fine.  It is on all TVs, not a problem with a single box.  Resetting the boxes does not help - I have tried both electronic "refresh" and removing power / rebooting.  The boxes all are X1 if that matters.

Is anyone else experiencing this?  On any channel?  I haven't tried calling support yet because it /looks/ like a problem with the broadcast rather than an issue with my equipment ... but it has continued for so long now that I have trouble believing Xfinity would be unaware of a broadcast problem.

Thanks.

Official Employee

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504 Messages

5 m ago

Hello, @gneuner2, thank you for reaching out to our forum for help with your sound issues. I love that channel so I can only imagine your frustrations for the past few days in dealing with that annoying sound issue. I really appreciate you being so detailed in your message to make sure we're on the same page as to what steps you've already taken. I'd like to run some targeted troubleshooting steps to see if we can correct this or take the needed steps if not. In order to get started can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

Frequent Visitor

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7 Messages

@ComcastMarcos  I tried a few times through the day but your name doesn't seem to be recognized by the chat app.  If you want to try email instead, send to my username at com cast dot net.

Official Employee

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259 Messages

Thank you for reaching back out to us, @gneuner2. I am sorry about the confusion regarding the steps to send us a private chat. You would not be looking for one support rep individually, you would want to search Xfinity Support and we'll get your message. 

Here's the detailed steps to direct message us: 

 • Click "Sign In" if necessary

 • Click the "Peer to peer chat" icon (upper right corner of this page)

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

 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

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

 • Press Enter to send your message

 

Please let us know if you experience any other issues trying to reach out. We look forward to assisting your soon!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

Having same problem with NESN.  Sound breaks up.  Been going on for days.  Sound is fine during non-NESN commercials, but also breaks up on NESN commercials (i.e., for NESN shows).  Other channels work fine.  Have reset box with no difference.  

Anybody else having this problem with NESN?

Official Employee

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309 Messages

Welcome to our community forum, @user_92ac7c! I love watching TV to relax at the end of the day so I'd be upset if the audio wasn't working properly. It's interesting that this issue is isolated to one channel and thank you for already trying to rest the box. We may need to create a ticket to look into this further.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help :). 

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

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