U

Visitor

 • 

8 Messages

Friday, May 30th, 2025 10:12 PM

Constant and random XI AND STREAMING audio dropouts

Let me avoid all the scripted "did you reboot, check your cables" replies.  Yes I did!  Being a former, long retired Tech support trainer for a major satellite provider's MDU division, I know how to troubleshoot.  :)

Getting random but way too often  2-3 second audio dropouts on CNN and MSNBC.  Seems most noticeable late afternoon and evening. 

This happens on an X1 DVR cable box and shows in both live view and a recording, which puts the issue in the stream, not the hardware.  Yes, it has been rebooted, power cycled, cables tightened.  No other problems just this for sat least the last couple of years. It just gets so annoying.   Some things I have read suggests that these channels are IP based and that is the issue. 

But wait, there's more:  Same issue watching on TWO Apple TV 4K boxes using Xfinity Stream app, on a Mac Computer using the web streaming site, on 2 iPhones, an iPad, an LG TV native app and a Samsung monitor app. 

This has been going on for months and months, probably years.  I have read Comcast is "aware of the issue" in comments going back many months. So the question is, ARE THEY EVER GOING TO RESOLVE IT?

This is a link to a recent example of the dropout. 

Official Employee

 • 

2.4K Messages

13 hours ago

Hello user_1c5948, audio issues are a quick way to ruin a good movie, so I can only imagine what you've been going through with this. I'd love to work with you more to help find a resolution, and I appreciate you mentioning the steps you've already tried. Let's make sure we're on the same page, and we can go forward from there. To confirm, you're only seeing the audio drops on those two networks? Are you able to confirm if it's both the SD and HD channels as well? Also, do you have any 3rd party audio equipment connected between your TV and TV-Box?

 

Visitor

 • 

8 Messages

I said in the OP:

Same issue watching on TWO Apple TV 4K boxes using Xfinity Stream app, on a Mac Computer using the web streaming site, on 2 iPhones, an iPad, the LG TV native Xfinity Stream app and a Samsung "Smart" Monitor native Xfinity stream app

I believe ONE of those would cover your SD request and definitely would cover your "external speaker" question.  I have not NOTICED the issue on any other channels but don't watch other channels as much as most non-news watching is don't through other streaming services which DO NOT have the sound dropout issues.  If you do a Google search, as I mentioned, you will see this has been an ongoing issue with Xfinity for probably years.

https://forums.xfinity.com/conversations/xfinity-stream-website/msnbc-audio/660ab9fee5bf876df64688fd

https://www.reddit.com/r/msnbc/comments/1hirimz/channel_glitching/

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

https://forums.xfinity.com/conversations/network/cnns-sound-cuts-off/681bb98e1ec1fa76beac5da1

https://forums.xfinity.com/conversations/channels-and-programming/pausing-pixelating-freezing-sound-drops-for-several-seconds/602db029c5375f08cd247c8a

Those are just a few quickly found but there are MANY others.  They mention MSNBC but it is also CNN as well.  Same  streaming w/Xfintity Stream APP, Xfinity Streaming website and direct from my X1 wired DVR box. 

Official Employee

 • 

2.4K Messages

user_1c5948, I'd like to work with you directly and try some remote troubleshooting steps to see if we can get this resolved today. I can see you've done a lot of homework and steps on your end already, thank you so much, but I promise I'll stick with you all the way on this. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:
  • Click "Sign In" if necessary
  • Click the "Direct Message” 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

 

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
forum icon

New to the Community?

Start Here