U

Visitor

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3 Messages

Sunday, October 1st, 2023 4:31 PM

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. 

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? 

 

 

 

 

Official Employee

 • 

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: 

  • 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

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. 

Official Employee

 • 

1.6K 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.
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