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user_89ae7a
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3 Messages

Sunday, October 1st, 2023 4:31 PM

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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. 

Question

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Updated 

2 years ago

 • Edited

116

2

XfinityEva

Official Employee

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1.6K Messages

2 years 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? 

 

 

 

 

1

0

XfinityEva

Official Employee

 • 

1.6K Messages

2 years 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: 

  • 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

2

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user_89ae7a

Visitor

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3 Messages

My issue hasn't been resolved as yet. I did send my name and address, etc., as requested. 

2 years ago

0

XfinityDena

Official Employee

 • 

3.2K Messages

I am not showing the message to us. Can you try again @user_89ae7a?

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

2 years ago

0

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