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Visitor

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11 Messages

Sat, May 1, 2021 1:22 AM

Loss of voice audio on center channel speaker

I have a Dolby Atmos Home Theater system with a 4k Xfinity cable box.  During the NFL season I could not hear the referee announce the calls.  Found that the ref was not being broadcasted over the center channel speaker even though the announcers were.  Went to my nephews house who has a 5.1 system with a 4k cable box and he did not have this issue.  In Jan I returned my 4k box for another one.  Problem did not go away.  I have also discovered that on the TV show The Voice the announcer, judges and contestants come over the center channel fine.  But when the contestants sing their voices disappeared on the center channel.  When I play the You Tube app via the 4k box I do not get voice audio on the center channel but when I play the same You Tube content via my Apple TV everything is fine.  

I have spoken to Xfinity CS and they sent out the technician who I demonstrated my issue to and he was completely befuddled. His suggestion was to replace my 4k box with an HD box which I do not want to do.  I would like to know if anyone else is having this issue.  Thanks.

Responses

Official Employee

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375 Messages

2 m ago

@user_942d59 Thanks for taking the time to reach out to us regarding the trouble with the surround sound system that is occuring. I am very hard of hearing myself and I know how frustrating sound issues can be. This link will provide you some steps to check with your audio equipment to ensure that you are getting the best possible sound experience with your equipment and services. https://comca.st/338izZN Please let me know if you need any further assistance. 

Visitor

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11 Messages

This was no help.  Xfinity tech (the 2nd one) has elevated my issue to engineers.  This has something to do with how the 4k box is decoding the signal and sending it to my receiver.

Official Employee

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116 Messages

I'm sorry to see that your Dolby system still isn't working right with your 4k X1 box. I loved my old surround sound system, but it got too old to keep up with newer TVs and my 4k DVR, so I gave it up. It sounds like the technician has you on the right path with the engineers looking into this issue further at this point. From our end, we would refer you to the manufacturer of your equipment if our engineers determine that your 4k box is functioning within specs, as we are unable to provide support for your theater system.

 

Please let us know if there's anything else we can assist with here at any time. We can also assist with getting your box swapped out if needed later on. Thank you for keeping us posted on this concern. Have a great day!

New Poster

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5 Messages

1 m ago

Hi. I am having the same issue. This is a recent development. Have you had any luck with this?  I am very frustrated. Just curious, where are you located?

Visitor

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11 Messages

1 m ago

Thanks for responding to the post.  Sorry to hear that you are having the same issue, but it is nice to know that I am not the only person.

I live in Sacramento, CA, and you?  I am also very frustrated with this issue and the lack of follow up from Xfinity support.  I have a call into the Advanced Tech Support Team because I have not been contacted in 2 weeks.  I am considering contacting the FCC about this.

Do you have a Dolby Atmos system?  I have a 7.4.2 home theater system.

Visitor

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11 Messages

Just got off the phone with Xfinity support, which is useless in this case.  They are going to send out a 3rd tech. on Monday even after I explained in great detail that the issue is not a local one.

Official Employee

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2.5K Messages

Hi, user_942d59. So sorry for the inconvenience. Sometimes things of this nature can take time. Are you interested at all in doing a box swap to an HD box, just as a temporary workaround? We would be more than happy to help you through that process.

Visitor

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11 Messages

If this will take care of the issue then yes.  Would still like to know what Xfinity is doing to solve this issue.  After further research there are others having the same type of issues.  Please search

Not all HD channels giving me 5.1 surround sound

I am totally frustrated with the signal that Xfinity is providing to my system.   I have a 7.4.2 Dolby Atmos system.

Official Employee

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2.5K Messages

It looks like the audio issue is being investigated and looked into further. Rest assured we'll do everything in our power to keep moving things along. How were things going with your audio system prior to upgrading to the 4K cable box? Was that when you first became aware of the problem?

Visitor

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11 Messages

Yes.  If I change back to the HD box will the 4k braodcast on Netflix via your system be affected? 

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