SOUND CUTTING OUT

Having the same issue with WBZ for the past few months intermittently. This past week has been ridiculous- can’t get through any shows live and then even going back to the recording  sound drops repeatedly 

I find 812 Providence has weird audio artifacts. Like skips and pops randomly. 

I prefer WBZ. 

Hi, @DwightSch! Thanks for taking the time to visit us on our forums page for help with the sound problem. I never like interruptions when watching my favorite shows so I can relate to the inconvenience that this can cause. I am sorry to learn about this experience. We can help. Do you have multiple set-top boxes in the home to see if you experience the same issue on multiple devices? If using a X1 set-top box, one great option to try is a system refresh through the X1 set top box under the help section in the settings menu.

@user_53ezx3, thank you for taking the time to reach out using the Community Forums page. I know how important it is to have working services and I can only imagine how frustrating a volume issue would be while trying to catch a Football game. Is channel 4 the only channel that experienced these issues?

The problem still exists.

Hello @avalon, thank you for taking the time to reach out on social media.  I understand your concern with the sound, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” 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 don't know for sure, but the problem with WBZ may be different than the overall problem with audio dropouts.  The reason I say this is becuase WBZ is having longer audio dropouts than on other channels and there also seems to be some video issues with WBZ (such as video that seems to jump one second ahead at the same time the audio cuts out).  The WBZ problem may be a problem with WBZ's broadcast.  I think the other audio dropout issues are a Comcast/xfinity issue that may have to do with signal degradation outside of the home.  Just my thoughts.

Hello @asmarks, thank you for taking the time to reach out on social media.  I understand your concern with the sound, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” 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

Hello @user_1c9hj8, thank you for taking the time to reach out on social media.  I understand your concern with the cable problems, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” 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

Hello user_4evulp Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" 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.

@user_vpim71 Thank you for reaching out on the Xfinity Community Forums. Are you still seeing an issue with your tv? Please let us know and we are happy to troubleshoot further with you. 

Greetings, @user_4ffwlh! We are happy to help with the audio. Are you noticing this on all channels or just certain channels? Does this happen if you watch DVR recordings or On Demand programs as well? What troubleshooting steps have you tried so far?

Same. CNN, Bravo, and other channels.

Hey @user_e3bj3s, thanks for reaching out to Xfinity Support on our Forums. Do you notice the sound cutting out with on demand content or while streaming on the Xfinity Stream app? That would help narrow down where the issue is coming from.

Hey there, @desertwindmusic. Are you able to provide us with a little more details and the troubleshooting steps you've taken regarding the issue so we can provide additional steps or get you into DMs and take a deeper look into your account?

Hey there, @user_h06kuc thanks for reaching out through Xfinity Forums regarding the issues with your channels. We would be happy to help with your connection. Are you only having issues with the sound? Are you getting any error messages?

Hello, @user_q0gy02 Have you checked the physical connections for any kinks or damage to the cable or outlets? Failing splitters should be removed. 

Hello user_jtzqx8, sound issues are a quick way to sour a movie or game, so I see how annoying this would get. I'd love to work with you more on this and get going in the right direction. Are you using any type of 3rd party equipment connected between your TV and TV Box? Like a soundbar or stereo? 

Having Xfinity employees come on here and suggest that the problem is due to bad connections, the use of sound bars, or anything else other than Xfinity equipment is disingenuous.  Given all the comments here and the solutions people have attempted the only logical conclusion is that this is an issue at Xfinity’s end.  How bout you work on this with your engineers and figure out what is causing the problem and push out a solution to your customers?  Don’t waste time trying to solve this one customer at a time. It is not a customer side fault. It is a provider side one. 

@asmarks I do not see a ticket stating we are having audio issues for a specific area or a specific set of channels that is being reported. When there is no ticket showing, our engineers are unaware of the issue and require us to create individual tickets to show there is a specific problem. If you could please send me a DM with your first and last name along with your full-service address, we can get started reporting your issue from our end.