Customer Service - Sound cutting out repeatedly on DVR recordings

During some DVR recordings, the sound/audio cuts out for a few seconds before coming back. This has been happening during the last few weeks.

At the precise moment the sound cuts out I can also notice a very slight change in the video resolution. But the video never stutters or glitches in any major way.. just a very slight drop in resolution.

The sound however is a 100% cut in audio for a few seconds before it comes back. This is very annoying obviously.

Please advice regarding a fix.

Here's a link to a Xfinity forum issue post that describes the same problem I have. https://forums.xfinity.com/conversations/x1/audio-cutting-out-for-last-2-weeks/603e57dbc5375f08cdc1188e

Thank you.

Responses

CCShaina

Problem Solver

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393 Messages

3 years ago

Hello @user_49745d and thank you for bringing your audio concern to our attention here at the Xfinity Community Forums. I appreciate you taking the time to not only create a new post regarding this problem but also research and link us to other instances of the issue in that thread!

Could you let me know what troubleshooting steps you have taken so far or if you've tried any of the fixes detailed in the previous thread such as completely refreshing/restarting the box as well as checking all cable connections at the wall plate, the back of the box and your TV also?

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user_49745d

Visitor

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8 Messages

@XfinityShaina Box has been restarted several times. All connections are good. The curious thing is that this does not happen when watching live. Audio never cuts out when watching live.

Only on DVR recordings do we get the intermittent audio cutout for a few seconds, then it comes right back. It also seems to happen in "groups" often. Meaning that we can watch a DVR recording for a long time and everything is normal. Once the first audio cutout happens it is usually followed by several more of them in the next 10 minutes or so.

And as I mentioned, the audio cutout is usually accompanied with a very slight reduction of picture resolution. But the audio cutout is the main and most annoying problem .

3 years ago

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CCShaina

Problem Solver

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393 Messages

@user_49745d I appreciate these clarifications and details as well as letting me know the steps that have been tried thus far. It seems that some users in the previous thread had linked the issue to a need to replace the equipment, but I would like to continue working on your specific issue in more detail together first!

Could you please send our team a direct message with your full name and full address to better assist from here?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

See https://comca.st/3KQF8q9 for an example.

I no longer work for Comcast.

3 years ago

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user_49745d

Visitor

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8 Messages

Ok. I shared my info in a direct message.

3 years ago

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user_72e63f

Visitor

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1 Message

@XfinityShaina I am having the exact same problem with recordings on my Xfinity DVR. I have checked all connections/cables, completely shut down and restarted the box several times. Over the past month, the dropping of audio continues to happen. Please advise.

2 years ago

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CCAlisha

Problem Solver

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571 Messages

Thank you so much for reaching out to our team here on our Community Forum page. I appreciate you detailing the troubleshooting steps you have taken thus far. Have you tried swapping out the HDMI cable? @user_72e63f

I no longer work for Comcast.

2 years ago

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