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user_bc8455
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Thursday, February 24th, 2022 4:47 PM

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Sound cutting out constantly

What I REALLY don't understand is with all of the posts from people having the same issue (sound cuts out during live and DVR), not to mention anyone who DOESN'T post, why isn't Comcast doing something about the issue or posting a solution, instead of these constant please message us PRIVATELY and we will look into your issue.  This is NOT isolated, so obviously there must be something wrong with the product i.e. the tv box, equipment, you name it.  Comcast needs to take ownership of this issue.

We have dealt with Comcast/Xfinity for many years and nothing has improved.  If this keeps up for us and I keep reading posts of ongoing similar issues from other users and NO solution from Comcast, we may just have to go back to Direct TV.

Question

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Updated 

3 years ago

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XfinityAirelle

Official Employee

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2.1K Messages

3 years ago

Hi there! Thanks for taking the time to provide all of that feedback. We are sorry you are having audio issues. Some of our troubleshooting is account and device specific, which is why we ask our customers to message us privately. We do not want to disclose any information regarding our customers accounts on a public forum. 

 

We would also be happy to assist you, privately. Just send us a chat.  To start a chat, you must be signed in. Please click the chat icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

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stevegarb

Frequent Visitor

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18 Messages

3 years ago

Having same problem here, and same frustrations with the lack of recognition this is systemic.

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XfinityEricB

Official Employee

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1.7K Messages

Hello @stevegarb! I would be happy to assist you with the sound issue you are having. You stated that it is happening on both boxes. Are they having the problem on only certain channels or all channels? 

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

3 years ago

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stevegarb

Frequent Visitor

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18 Messages

All channels. The workaround I found in another thread (there are many here) of changing the video settings to 1080i and then not confirming the change has worked for part of the day but now the problem is back.

3 years ago

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XfinityAldrik

Official Employee

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1.7K Messages

@stevegarb, thank you for clarifying all channels are impacted. Are you using a sound bar or secondary audio device? 

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

3 years ago

0

stevegarb

Frequent Visitor

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18 Messages

Yes I use an AV receiver with one of the boxes. But the other box uses just TV audio.

3 years ago

0

XfinityAldrik

Official Employee

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1.7K Messages

At this time, I'd like to take a deeper look and send a few signals to your box. Could you please send our team a direct message with your full name and full address @stevegarb?

 

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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

3 years ago

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