Skip to main content

    Support

    Offers

U
user_rdmlku
1st Topic
1st Reply

Visitor

 • 

5 Messages

Wednesday, May 7th, 2025 7:50 PM

CNN’s sound cuts off

CNN’s sound is cuts off 

Must close CNN tab and restart

Occurs regularly every 30 to 45 minutes.

Iphone SE and Iphone 16E, SAME ISSUE, different phone numbers.

Numerous reports of same issue in another thread appears to be closed

and now cant add to that thread, and no resolution.

Question

 • 

Updated 

14 days ago

61

4

0

XfinityMartyR

Official Employee

 • 

2.2K Messages

1 month ago

 

user_rdmlku Thanks for reaching out! Have you noticed if any other channels are having the same issue, even local channels? 

 

2

0

user_rdmlku

Visitor

 • 

5 Messages

So far only CNN.

There is another earlier post with many posts on same topic that will not allow additional comments.

‎CNN’s sound is cut off intermittently. | Xfinity Community Forum

https://forums.xfinity.com/conversations/x1/cnns-sound-is-cut-off-intermittently/66295fa0bf751d79fd9bb941

Like

Reply

1 month ago

0

XfinityMartyR

Official Employee

 • 

2.2K Messages

 

user_rdmlku Thank you for the additional information! We can take a closer look for you, and may need to have a ticket entered so our engineering team can investigate. Please send us a direct message. 
 
 
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

 

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

Like

Reply

1 month ago

0

user_rdmlku

Visitor

 • 

5 Messages

1 month ago

So far local channels are ok, just CNN so far.

5

0

XfinityThomasA

Official Employee

 • 

2.5K Messages

Thank you for letting us know!  Does this happen only on one TV, user_rdmlku? If you have not already, can you check your cable connections to ensure everything is connected nicely and tightly on the back of the TV and also at the wall plate? Are you using the TV speaker or a separate speaker?

 

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

Like

Reply

1 month ago

0

user_rdmlku

Visitor

 • 

5 Messages

As mentioned in original post:

Occurs regularly every 30 to 45 minutes.

iphone SE and iphone 16E, SAME ISSUE, different phone numbers.

Like

Reply

1 month ago

0

XfinitySara

Official Employee

 • 

1.8K Messages

Thanks for clarifying, @user_rdmlku. And don't worry! You're in great hands with our team here :) We're awesome to work with because we'll always do whatever we can to help and provide all the support you need. You mentioned smartphones, so this is while using the Stream App, right? It does appear that our engineers have been working on audio issues with certain channels, including CNN, for some time now. However, the ticket I found refers to our X1 platform, so I just want to make sure we address your particular concerns if different.

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

Like

Reply

1 month ago

0

user_rdmlku

Visitor

 • 

5 Messages

Yes, Using the Xfinity app on our phones.

Like

Reply

1 month ago

0

XfinityBillie

Official Employee

 • 

3.4K Messages

 

user_rdmlku Thank you for confirming that is on the app on your phones. When this happens are you outside of your home and not connected to your in-home Wi-Fi with the CNN TV GO channel in the Xfinity app?

 

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

Like

Reply

1 month ago

0

user_qef7sk

Visitor

 • 

1 Message

18 days ago

This happens to me also. Only when watching CNN on TV using my cable box. All other channels viewed through cable box and streaming apps watched via wi-fi have no problems. Only CNN. Why?

0

0

Pixiestixhlw

Visitor

 • 

1 Message

16 days ago

This has been happening to me too. On my TV through my cable box as well. It's been going on for a long time. It drives me crazy!

1

0

XfinityMartyR

Official Employee

 • 

2.2K Messages

 

Pixiestixhlw Thanks for reaching out! I would recommend checking the Xfinity app, and see if you can perform any troubleshooting for your TV service.
 
*Open the Xfinity app
*Tap the Services tab.
*Tap Troubleshoot TV issues.
*Tap the applicable option to start troubleshooting.

 

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

Like

Reply

14 days ago

0

forum icon

New to the Community?

Start Here