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user_01c7b6
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3 Messages

Saturday, January 15th, 2022 4:48 AM

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TV audio and video cutting out

Restarts and restores tried many times. All cables checked. These are not helping. It’s been happening for several weeks now and is getting worse.

Question

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Updated 

3 years ago

4.7K

5

user_73533c

Visitor

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1 Message

3 years ago

TV video and audio have been cutting out. All cables checked. Restarts and restores would temporarily fix, but issues continued. Now no video and audio. Restarts will not correct.

3

CCZachary1

Problem Solver

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672 Messages

Are you seeing a specific error code or is it just a black screen? Have you tested another HDMI cable or HDMI port on the back of your TV?

I no longer work for Comcast.

3 years ago

0

user_01c7b6

Visitor

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3 Messages

Have replaced HDMI cord to assure it is not the cord. No specific error code. Sound and video cut out sometimes just 1 second. Sometimes up to 4 or 5 seconds (Long enough that Home Theater will flash "No HDMI signal message". If I reset or restart box it sometimes improves and other times gets incredibly worse. I think the issue may be the X1 box itself. A summer storm damaged our original home theater system and that had to be replaced. This has been going on since that time and is getting worse over time.

3 years ago

CCKimberly1

Official Employee

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842 Messages

I had this happen last week to me and went into the x1 settings under audio and set it to Expert and my other TV had to be set specifically to Stereo otherwise they were both searching, cutting out and echoing. Will you please check that section of the settings for me? 

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 years ago

0

XfinityJosephA

Official Employee

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1.7K Messages

3 years ago

Hello, @user_01c7b6, we can resolve this Xfinity cable issue. I apologize a poor connection is affecting your picture and volume. We need to check your signal quality and schedule an appointment as needed. When you have a chance send your name and service address to "Xfinity Support." You can send a Direct Message by using the icon on the top right corner of the page. 

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thekeel

Regular Visitor

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11 Messages

@XfinityJosephA​ Oh for god's sake. There are HUNDREDS of intermittent black screen complaints and comments like this all over the forums and the net. And for every single one that's posted, how many more are there who haven't posted? Is xfinity really saying that the issue is in each individual's home? Seriously? It is so obviously a problem with the xfinity software. These individual replies are not going to solve anything.

(edited)

3 years ago

Petek01

Contributor

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135 Messages

I have to agree 100%.  My system was working just fine until there was a complete outage of all Xfinity services a on 6/24/22 for about 4 hours or so in my area.  Now I have audio/video dropouts, but not on every channel.  And it's not really a dropout, it's more like a stutter.  Refresh doesn't correct it.   

This isn't a new issue for Xfinity.  

3 years ago

0

user_188d24

Visitor

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2 Messages

3 years ago

This happens constantly.  It happens for days and then stops for days.  I counted the interruptions this afternoon.  Inside of 20 the same channel has cut in and out 5 times.  I get a black screen with status code 225.  Checked cables. Restarted system. Had signal resent. Went through all the troubling shooting steps. Happens on both televisions at the same time. Nothing helps.

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user_188d24

Visitor

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2 Messages

3 years ago

This happens constantly.  It happens for days and then stops for days.  I counted the interruptions this afternoon.  Inside of 20 the same channel has cut in and out 5 times.  I get a black screen with status code 225.  Checked cables. Restarted system. Had signal resent. Went through all the troubling shooting steps. Happens on both televisions at the same time. Nothing helps.

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0

Petek01

Contributor

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135 Messages

3 years ago

Yep, still happening on 2 tv's.  It's not on all channels, it's not even consistent on what channels are affected.  It will clear up all on it's own.  I've stopped trying to do refreshes and restarts because they do not have any effect. It's quite annoying. 

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