Sound Cutting Out

Same issue as everyone is saying. I hate the comments about HDMI cables, TV ports etc. it’s not a me problem, it’s a Comcast problem. In addition, they tell you to change out a box. Guess what, they are used boxes, so not a fix. I actually change my main box and now have dozens of recordings set that I have never scheduled - used box. Now when I go to the Xfinity store I have to “request” an un-used box.

I will find a different “bundle” with another provider. Say goodbye to a 25+ year customer.

Responses

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user_80062d

Visitor

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2 Messages

11 months ago

It's not the box, I'm using Xfinity Stream while on the road traveling In hotels, and it's happening to me. The sound will be fine, and I'll pause playback on something or stop and start a program and when I unpause/restart said program I suddenly have no sound.....I have sound on Prime Video, I have sound on YouTube, I have sound on Max....you get the point....it's only Xfinity that's having the problem.

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XfinityPeterH

Official Employee

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1.5K Messages

@user_80062d Thank you for your comment. We are happy to help you with your Xfinity Stream app. What troubleshooting steps have you already completed?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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11 months ago

0

XfinityBenny

Official Employee

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618 Messages

11 months ago

@user_9hnezp Thanks for posting and letting us know. Boxes can be reused, but are always certified and reset. If for some reason you get one that is not, you can have the store swap it out for a different one. Find the closest Xfinity store with this https://www.xfinity.com/local/store-offers locator!

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user_9hnezp

2 Messages

I disagree, I do not think the certify process works. I have had to go back to the store multiple times to get a new box with the same outcome. I even talked my in-laws into upgrading and now spend my time fixing their box and service as well.

In addition, the issue still has not been addressed as to why the sound cuts out? It’s not cables, or the non-Xfinity hardware. It has to be a Xfintiy issue. As mentioned above, after my in-laws upgraded, they now have the same issue. I am fully bundled - so it’s not any other service. What is the solution - I pay a lot of money per month.

11 months ago

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XfinityEva

Official Employee

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1.3K Messages

@user_9hnezp

We can certainly help schedule a technician to further assist with these audio concerns.

Please send us a direct message with your full name and service address to get started.

Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell 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

11 months ago

0

Kath4

New Poster

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4 Messages

Just curious if you ever got this fixed. Soooo many people have the exact problem and it has nothing to do with their home. They keep charging people for a tech to go out and it still remains unresolved.

7 months ago

0

U

user_rwgozx

2 Messages

I’m having the same problem! Changed the box and still an issue

6 months ago

0

X1

user_9hnezp

Sound Cutting Out

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