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Visitor

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2 Messages

Sun, Jul 25, 2021 11:49 PM

Flex audio

This is the second time this has happened and I don't know why and how it fixed itself the first time. The first time it was during a show on Hulu and it just stopped but I was able to watch something else on another streaming app. This time it was during a Netflix show but now I can't hear anything on any streaming apps at all. Anyone have a solution?

Responses

Official Employee

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229 Messages

2 m ago

Hey there, thank you for taking the time to make this post. It is concerning to hear that you are running into audio issues, and we definitely want to ensure that this is resolved for you ASAP. Have you restarted the box since this happened to see if that had any change in your audio? Also, do you have another HDMI cable available to check and see if using a new one helps? You can run into issues with your audio if your HDMI cable is going bad. So, we want to ensure we can rule that out! 

Visitor

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2 Messages

@XfinityKatie I've unplugged it and plugged it back in and it's never helped. I replaced the HDMI cord and also didn't work. The audio seems to go out at random. It did it again just a few moments ago. The only thing I've find to help is turning off my TV and just leaving it be for a while. 

Official Employee

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155 Messages

I appreciate you sharing what you have done to help in the meantime. I know you said you replaced the HDMI cable. Have you also tried to move it to HDMI 2 if it is currently on HDMI 1? If you have already done the above, can you please send me a Peer to Peer message? I'd be happy to troubleshoot more from this end. 

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

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