LisaLPharmD's profile

New Poster

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7 Messages

Mon, Apr 25, 2022 11:56 PM

Intermittent Garbled Sound

While watching tv on the main box only, there is intermittent garbled sound nearly every time we watch it. It will be totally fine, and then the sound gets messed up and sounds almost like you’re talking into a fan. It happens using the DVR, On Demand, any of the apps, like Hulu or Netflix, through the Xfinity box, and sometimes even while watching like tv. Changing the channel or exiting the app will fix the problem, but it’s very disruptive. We’ve tried resetting the signal, tightening and switching all the cords, and resetting the box. The problem remains for months now. Any ideas? 

XfinityJodie

Official Employee

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624 Messages

2分前

@LisaLPharmD Hi there! Thanks for the post, but sorry to learn about the cable box problem. Have you 100% made sure the issue is coming from the box and not the tv? I ask because the same problems are happening with third party apps. 

New Poster

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7 Messages

@XfinityJodie​ Yes, it’s definitely not the tv, because we do not have the issue while watching DVDs or using our firestick or Apple TV device. 

Official Employee

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42 Messages

@LisaLPharmD  I appreciate you letting me know the same issues isn't taking place with other devices hooked up to the TV, and the troubleshooting steps you've taken so far with checking all the connections and the box refresh.

Could you please send our team a direct message with your full name and full address to have a closer look at this?

 

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 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

Visitor

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2 Messages

2分前

I can tell you I'm experiencing the same thing she is, but mine only started after upgrading from the hd box to the smaller 4k box just the other day. It's definitely Xfinity's 4k box that's causing it for me. Need help Xfinity please

Visitor

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2 Messages

2分前

Also, to add, the intermittent sound only happens when watching unrecorded and recorded dvr shows, but not the apps

Official Employee

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627 Messages

Hello @JameAde! Could you please send our team a direct message with your full name and full address? To send a "Peer to peer" ("Private") message:

  1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
  2. Click the "New message" (pencil and paper) icon
  3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
  4. Type your message in the text area near the bottom of the window
  5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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
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