Low volume XG1v4

I am just following up on this existing closed post: https://forums.xfinity.com/conversations/x1/low-volume-on-xg1v4/61d71863f069681686044893

I just bought a 4K tv and got XG1v4 box instead of my older 1080p one, and while I connect the box via HDMI 2.1 to the TV and use optical cable from TV to A/V received (the same setup I had with the old box), the audio volume comes up really really low. I really need to push double the volume from the receiver to get the same sound I used to get before cable box replacement. YouTube app within the Xfinity box produces much louder volume than cable channels. So something is just wrong in how audio volume is handled by the XG1v4 box.

I don't see any updates on this topic in the past 8 months.

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XfinityChristina

Official Employee

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923 Messages

3 years ago

Hi, @DP2022. I want to confirm a few things here. When using the previous cable box, the sound is normal, but with the new one it's low but only when watching live TV is that correct? Are you noticing any other service issues with the cable box? Have you done any troubleshooting so far?

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DP2022

New Poster

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8 Messages

@XfinityChristina Hi, your understanding is correct. If I ply content from Netflix, YouTube, Amazon Prime apps from the cable box, the audio is significantly louder than when watching regular cable channels.

as for troubleshooting, I tried it using my old TV, different optical cable, I reset my a/v receiver to factory defaults and ran a fresh auto setup, but it still seems that the strength of audio is lower than with the old cable box.

At this point I just pump up the volume more as a workaround, but if this is some systemic issue, it would be good to find a resolution.

Thank you for responding.

3 years ago

0

CCNicolas

Retired Employee

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1.1K Messages

Thank you for clarifying and we'd love to help. We wouldn't want you blowing speakers or ears just from loading an app. Can you send us a direct message so we can take a deeper look at what is going on?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the 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 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

3 years ago

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Rustyben

Expert

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24.6K Messages

3 years ago

does your TV and receiver support ARC or eARC? optical is very limited on formats possible to carry to the receiver. Does your receiver have an HDMI in/out capability to have the raw digital signal available to process? what mode is your receiver set?

1

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DP2022

New Poster

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8 Messages

@Rustyben unfortunately, my receiver is like 13y old and doesn’t support ARC/eARC. Still, it worked well with the old cable box and same optical cable for 13y. I guess, my 4k TV purchase will result in like another $1k in purchase if I need to buy a better receiver. The current one is Denon 1609

3 years ago

0

Rustyben

Expert

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24.6K Messages

3 years ago

I hear you. I swapped out a 2008 sony receiver for a samsung 3.1 sound bar and it sounds great only ARC and TV has eARC

0

X1

DP2022

Low volume XG1v4

XfinityChristina

DP2022

CCNicolas

Rustyben

DP2022

Rustyben

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