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Saturday, May 25th, 2024 10:43 PM

Sound cuts out

Very annoying on all stations

1 Message

20 days ago

Ours is doing it too.  We are in the Denver metro area and this is happening way too often.

(edited)

Official Employee

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741 Messages

Hello user_jq5mvi is this happening on all channels for you as well? How long does the issue last? Does the issue coincide with any pixelation/ video quality issue? Is this happening on all able boxes in the home, or only certain ones? 

 

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Official Employee

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1.1K Messages

18 days ago

Thanks for reaching out, user_w7k05b! Does this happen on recorded playbacks and On Demand content?

 

1 Message

14 days ago

I am having the same issue with the xfinity stream app on my Apple TV. I have only noticed it on live tv but happens on all channels.  No pixelation just the sound drops out constantly.  I had a service call scheduled but for some reason they cancelled it without telling me or asking me if the issue was resolved. Appears to be a problem only with that xfinity stream app as every other app works perfectly fine. 

also to note: I have fire sticks on a couple of my other tvs and the xfinity stream app works fine (no sound drop) 

Official Employee

 • 

1.1K Messages

 

user_1o9gwp Have you tried uninstalling and reinstalling the Xfinity Stream App to see if the audio issues continue to drop?

 

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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1 Message

14 days ago

I am having the same issue using Xfinity Stream.  Multiple TVs.   Recorded content.  Live content.  Different channels.  Cuts for 1-3 seconds and comes back.  Totally annoying and almost unwatchable.  Thankfully Xfinity has fantastic phone support----just kidding---they take the "service" out of "customer service".  I don't expect anything to change until I cancel altogether.

Official Employee

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664 Messages

Thank you for detailing what is going on with your stream service, @user_bdafdd. Can you let me know what devices you are having issues on (brand, type, etc.)? Also, does this happen during specific times of the day or is it random?

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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