U

Visitor

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3 Messages

Thu, Jan 6, 2022 4:27 PM

Low volume on XG1v4

I have the same problem as https://forums.xfinity.com/conversations/x1/low-volume-on-xg1v4/61b55716f069681686036689

I just changed from an older tv box to an XG1v4. Before the change volume at 20 was comfortable, now I have to turn it up to 60-80 to hear. It's the same problem for channels and apps on the tv box.

The old box volume was ok and if I bypass the tv box and use the netflix built in to the TV, volume is ok. It is just the new XG1v4 that has the problem.

andyross

Gold Problem Solver

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7.3K Messages

5 m ago

I assume the XG1v4 is directly connected to the TV? There isn't much, but did you check the Settings/Device Preferences/Audio on the cable box? Also, verify you are using the main audio channel and not something like SAP or AD. You can hit down-arrow while watching TV to pop up the timebar, and then look at the icons on the lower left to verify there are NO blue checkmarks on them.

Visitor

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3 Messages

@andyross

I am using HDMI direct connection to the TV. I looked at settings/device preferences/audio on the cable box and tried stereo/auto select/expert and it did not make a difference. SAP/AD are not on. 

XfinityAmira

Official Employee

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2.8K Messages

Ok thanks for checking on that for us! Also to confirm, have you attempted to perform a manual reboot on the box to see if that helps correct this issue? I had a similar problem with my 4k cable box and the settings, but after rebooting the problem was corrected. 

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Visitor

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3 Messages

I power cycled tv and box, reseated cables, etc. Nothing helped. After a week, I took the box back to the store. They did not have any more 4k boxes and they gave me an older model that is only 2k. It is better now. 

XfinityRaul

Official Employee

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621 Messages

I'm glad to hear this new cable box worked, @user_a1f77d. Do you have a 4K TV? If so, I can submit a request to have one mailed out to you. It will take up to 3-5 days before it's delivered. Please let me know how you would like to proceed. 

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

No, that won't matter. There are many others reporting the same issue. I have a new XG1v4 and have the same problem. I had one of the 1080p boxes prior and did not have this problem. In fact, I have the 4k wireless box connected to a different television (but the exact same Samsung tv) and don't have this problem. These boxes have a problem with the audio and Xfininty needs to either send an updated to address or recall the boxes. I've already done a reset. I've set the box up to connect to my soundbar with HDMI to ARC, Bluetooth, and a fiber optics audio cable. It doesn't matter. And it's not the tv or soundbar, because if you stream through Roku Xfininty Beta app you don't have the problem. Let us know when to expect the update please. 

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