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user_fcbaf6
1st Topic

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3 Messages

Sunday, December 19th, 2021 12:33 PM

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Sound cuts out only during commercials on NBC

Sound is fine on all channels except when on NBC and commercials come up

Question

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Updated 

3 years ago

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Accepted Solution

Andyr1

Gold Problem Solver

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7.9K Messages

3 years ago

What type of cable box? For X1, hit the down-arrow to pop-up the timebar and look at the lower-left icons. If you see a check-mark on any of them, you can arrow over and toggle them off. It's possible you have Audio Description or SAP enabled by mistake.

3

user_fcbaf6

Visitor

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3 Messages

@andyross thank you! Audio description was checked on. 

3 years ago

0

user_1a234c

Visitor

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1 Message

Having the same problem only with commercials on MeTV.  All TVs have audio breaking up when commercials are on.  We had this problem about 6 months ago.  The problem was fixed remotely (of course a tech had to come over to check first).  I keep asking the techs I talk to to check the previous work order to see what the did to fix it the first time.  So far no one has reviewed the previous fix.  I hope someone can help.  TIA. customer in Santa Fe, NM

3 years ago

0

CCTyler1

Problem Solver

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409 Messages

Hello there, @user_1a234c, and thank you for bringing this to our attention through our Forums! I understand you've been experiencing audio/connection issues, during commercial breaks, and I can only imagine how inconvenient and frustrating that could become, especially when you're trying to enjoy your services. Rest assured; our Digital Care Team of corporate experts are here, every step of the way! 

 

Before we look further into this, can you please send us a private message, including your last name, and your full address? You can send us a private message, by clicking on the chat icon, in the top right hand corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support", which should then allow you to send us that message. Thank you in advance, and we look forward to speaking with you! 

 

I no longer work for Comcast.

3 years ago

0

user_6fe72d

Visitor

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1 Message

3 years ago

Checked audio settings, all as should be, but can barely hear the commentary over the music during the opening ceremonies. Watching on Xfinity Comcast. If it’s this bad during the games, it will be a real problem. 

0

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user_08ece0

Visitor

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1 Message

3 years ago

Mine is doing the same thing.  It would be nice if they posted a solution here.

2

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CCJennifer

Problem Solver

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743 Messages

Hello @user_08ece0! I hate to hear you're experiencing trouble with audio.

Could you please send our team a direct message with your full name and full address? We're happy to help.

  • Click "Sign In" if necessary

 

 

  • 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

I no longer work for Comcast.

3 years ago

0

user_fcbaf6

Visitor

 • 

3 Messages

@user_08ece0​ Xfinity was no help to me. @andyross helped resolve the problem for me:

“What type of cable box? For X1, hit the down-arrow to pop-up the timebar and look at the lower-left icons. If you see a check-mark on any of them, you can arrow over and toggle them off. It's possible you have Audio Description or SAP enabled by mistake.”

3 years ago

0

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