Visitor
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3 Messages
sound dropping out
I have been experiencing sound dropping out for a few seconds, only when viewing recorded shows. It occurs on all recordings irrespective of channel or time of day. I have experimented with changing the HDMI cable and also switching it to each of the 3 HDMI ports on the smart TV and there is no difference. I've also verified that sound doesn't drop out watching on-demand shows either. Everything works fine while watching live TV. I've seen a number of similar posts complaining of sound dropping out but haven't seen anything definitive.
XfinityEva
Official Employee
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785 Messages
2 months ago
@user_89ae7aThank you so much for visiting our Xfinity Community Forums for additional assistance with audio on your recordings. I appreciate the details provided and troubleshooting performed.
Do you have any speakers or third party (e.g. surround sound systems) sound equipment you can disconnect or remove to troubleshoot without these?
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XfinityEva
Official Employee
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785 Messages
2 months ago
@user_89ae7a Thanks for the update! Can you please send us a direct message with your full name and service address? We would like to investigate this further.
To send us a direct message:
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