U

Visitor

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7 Messages

Thu, Dec 30, 2021 3:39 PM

Closed

Sound Cutting Out

So frustrating…the sound keeps glitching out throughout broadcasts.  It seems to happen on pretty much all channels.  The audio cuts out for a second or two and we have been missing critical dialog.  Sometimes the video freezes a bit too.  This has been happening for 3 weeks and even after a visit by the xfinity tech.  Any suggestions??!! .  Any suggestions??!! ch.  Any suggestions??!!   It sounds like a pretty common problem throughout all xfinity hardware types, however I haven’t seen any viable resolution.

Official Employee

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285 Messages

Hace 5 m

@user_11c14b thank you for reaching out about your audio issues. How many cable boxes is this occurring on? Have you tried switching out the HDMI cable or port on the back of your TV? 

Visitor

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7 Messages

Hace 5 m

I had a tech at the house to test signals, they couldn’t find a problem, but he was able to observe the issue.  It’s happening on all 3 TV’s….which goes against it being an issue related to a specific cable box or hdmi cable.  

Official Employee

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285 Messages

@user_11c14b if this effecting all three cable boxes then there has to be signal loss within the home. I would like to look at your signals and test your equipment.

Could you please send our team a private message with your full name and full address? I can most definitely take a further look at your audio issues.

 

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• 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

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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7 Messages

How about if you just send me a direct message?   

Visitor

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7 Messages

Hace 4 m

Update:  

I found out that I have been overpaying for 1gig internet service for 18-months.  I learned this from the Comcast tech who said my xfinity rental router didn't support 1gig (yet no they sold it to me anyway).  Also the Sound on Cable TV continues to glitch out, over a month now.  Multiple service calls, service chat, resets and onsite tech still can't resolve this issue.  Sound drops out during TV programming and we miss important dialog.  Tech said he would open up a service ticket for outside lines...he never did and the problem persists.  To top it all off, during call with Comcast representative today to review $290 / month bill and she would be able to offer a whopping $5/month discount.  What a joke...horrible service at an outrageous cost.  

Visitor

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7 Messages

Hace 4 m

Update, learned today that I’ve been overpaying for 1gig internet service for 18-months.  I found this out from Comcast tech who said my xfinity rental router didn't support 1gig.  Sound on Cable TV has still been glitching out for over a month, multiple service calls, service chat, resets and onsite tech still can't fix.  Sound drops out during TV programming and we miss important dialog.  Tech said he would open up a service ticket for outside lines...he never did and the problem persists.  To top it all off, during call with Comcast representative today to review $290 / month bill and she was able to offer a whopping $5/month discount.  What a joke...horrible service!! 

Fidhle007

Frequent Visitor

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12 Messages

@user_11c14b​ push back, they will help eventually. You can't deal with the typical customer service drones though, you have to start emailing VPs. 

Visitor

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4 Messages

Hace 4 m

We are having the same issues and it is very frustrating!! They had resolved this issue about a month ago and it's happening AGAIN!!

Visitor

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4 Messages

Intermittent loss of volume and sometime programs freeze!!!! For the amount we pay at this point I would hope this issue gets resolved AGAIN!

Visitor

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7 Messages

Unfortunately they don’t seem to care.  I pay nearly $6000 / year with Comcast (two locations), yet treated with poor customer service.  

Official Employee

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235 Messages

Hello @user_11c14b! This is definitely never the experience we want for you or the feeling we want you to have. I would love the opportunity to help you and turn this experience around. 

 

Could you please send our team a direct message with your full name and full address? I'll be happy to help you with your billing and service concerns. 

 

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• 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

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

Official Employee

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347 Messages

Hi, @Pdandy

Thank you for taking the time to reach out and sure your experience with the video service. I know this issue has to be very frustrating and I want to be sure we can get this resolved. Please send me a Peer to Peer message so I can help.

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this 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
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

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

@Pdandy​ Im having the same issue. Its irritating. If I call and complain pretty much nothing will be done. I spend about 190 a month and having to deal with this. If anything the service should be spot on without issues. 

New Poster

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6 Messages

Hace 4 m

We are having the same sound issue which started back in October. I have called Xfinity three times and the issue has not been fixed. It has to be the signal coming into the house because the sound loss is also on my three TV's. Has anybody found out what the fix is as Xfinity hasn't come up with a solution yet. I just noticed our cable bill went up again starting next month. Very frustrated with trying to get help with the sound cutting out for 2-3 seconds. 

XfinityKorie

Official Employee

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729 Messages

Hey there, @ML3316. I am sorry for the continued issues. We would love to help take a look and see what is going on. Can you send me a DM with your name and address? 

 

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon or https://comca.st/3iVtu1B

• Click the "New message" (pencil and paper) icon

• The "To:" line prompts you to "Type the name of a person", but don't do that.

Instead, type "Xfinity Support" there. As you are typing a drop-down list appears.

• Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.

• Type your message in the text area near the bottom of the window

• Press Enter or tap the > icon to send it any of those platforms will be able to assist. :)

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

Hace 4 m

We are having the exact same problem on all four TVs in the house also. I’ve called for assistance a couple times and have been instructed to reset the system. That does absolutely nothing remedy the issue.

New Poster

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6 Messages

@user_8662fc​ 

We had a tech here today and he thought he found a bad cable that was causing the sound issue. I changed the bad cable going into a bedroom and thought it was fixed but it started happening again and the sound cutting out is worse than what it was. I am at a loss on what to do now. It has to be something with the broadcast signal because so many people have the same issue. It also happens on my three TV's.

Official Employee

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780 Messages

Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a chat and start with your full name and address? To start a chat, you must be signed in. Please click the chat icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

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
Fidhle007

Frequent Visitor

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12 Messages

Hace 3 m

I'm having the same issue too. It is occurring on all TVs in my house and nothing has changed internally to cause a signal issue. It's coming from outside and based on the number of people experiencing it it's not the cable to my house or something on my street. All these responses are an effort to drive communication internal so that don't have to publicly admit fault. I've had horrible experiences with customer service so I kept pushing until I got a call from someone with enough authority to help. She couldn't believe how small of an issue I was having either, she was astounded it got to her before it was fixed and she was able to take care of it almost immediately.

New Poster

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6 Messages

@Fidhle007​ 

I am still having the same sound issue since October with no solution to the problem in site. I have had tech service at my house four times where they changed the wiring coming into my house as well as the connection from the telephone pole. I also had a Technical Operations Supervisor come to my house and nobody at Comcast can figure out the problem on the bad signal from their location. They have since done nothing and i am still having the problem. Can anybody tell me how this issue can be fixed and what i need to do as it doesn't seem like Comcast knows how to eliminate the sound cutting out. 

Visitor

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4 Messages

We are having the same issue, and this has been happening for at least 2 months!!! What else are we supposed to do if Xfinity doesn't want to do anything about it!!!! I guess look for another provider. I'm also paying WAY too much since they raised prices again!

Official Employee

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226 Messages

Thanks for commenting on our Community Forums page to let us know about your audio concerns, @Pdandy. I'm sorry to hear this has been happening for two months without a resolution. Definitely, not the experience we would like you to have. Have you completed any troubleshooting on your end? Rebooting the Box, and checking the HDMI connection is a good place to start. Let me know if that helps. 

 

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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4 Messages

I have done all the troubleshooting but still have issues with sound/volume cutting out!!

Official Employee

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557 Messages

Thank you so much for keeping us posted, @Pdandy and we'll stick with you here until we reach a resolution together. I love watching TV to relax at the end of the day so I'd be frustrated if I had to deal with audio issues. Have you tried a new HDMI cable? Have you tried a different HDMI port on your TV? Please give me a list of the steps you've tried so we don't have to repeat anything. 

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

Frequent Visitor

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14 Messages

Hace 3 m

I started having this exact same issue yesterday, and it continues today. Happens on both boxes so it is not a problem unique to the equipment. Since this is obviously systemic, why isn't there a more clear response from Xfinity that they are fixing the problem?

Fidhle007

Frequent Visitor

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12 Messages

@stevegarb​ I smell a class action coming... They might want to start handing out credits...

New Poster

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6 Messages

Does anybody out there have a solution to fix the sound cutting out on certain channels. It has been 5 months since it started, and the tech group has no idea how to fix it. I really don't know what to do as I had the techs here four times with all the cables changed and they have since given up but the problem remains.

Official Employee

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1K Messages

We truly appreciate your time working with us on our Xfinity Forums. If you would like to continue troubleshooting with us we would absolutely love to help you find a resolution. Just reach back out in our direct message we were working with you in. :)

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

 • 

3 Messages

I am having the same issue of sound cutting in and out on all TVs.  It is really annoying!  Calling Comcast or sending a private direct message is not helpful.  It is the usual "unplug your modem, "unplug your router", "refresh your X1 box" -- did that, been there.  My cables are fine, otherwise it would not be happening on all TVs.  The only thing I can think of is the amplifier on the utility pole behind my house or the hub at the end of my block.  Almost each time I have any type of problem, it is one of those two Comcast issues.  Good luck asking for a lineman!

Official Employee

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235 Messages

Hello @Collateral! I realize how tiresome it is to deal with service issues and this is never the experience we want for you. I appreciate all the troubleshooting you've already done. It's important to us that you're getting the most out of your service, and we'd love to help.

Could you please send our team a direct message with your full name and full address?

  • 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 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

 • 

2 Messages

Hace 1 m

So, is there any resolution to this volume issue? Mines is cutting out as I type. What is Comcast doing about this???? We all been having the same issue so I know can't be my cables or HDMI. I've reset my system one too many times so can't be that. 

Visitor

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7 Messages

@user_e0980a​ 

A contractor for comcast ran new cable (underground) to my house from the telephone pole.  It was a process, and required multiple site visits.  That was my situation, yours may be different.  I was told that my 20-yr old cable had failed.  My advice is to be persistent and push back until your problem is resolved.  Good luck!

New Poster

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6 Messages

Just a comment on the sound cutting out for 2-3 seconds on certain channels on all three of my TVs for the past seven months. I might have finally found a solution. I went into the cable box set-up and went to the HDMI settings. You have three settings: L-PCM, Pass Through and Auto. I had the setting at Pass Through and changed it to L-PCM and the sound cutting out was eliminated. You might want to let the techs know of this fix so other people that has the same problem might be able to fix it by changing the cable box HDMI setting.

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