Afritalian's profile

Frequent Visitor

 • 

7 Messages

Mon, Oct 29, 2018 11:00 AM

Closed

X1 Intermittent Sound Cut Out Skipping Audio Issue

Hello! I am posting to hopefully help others in the same boat. I have been experiencing intermittent audio issues on my X1 DVR (not 4k). It would be so random and occur on live TV, on-demand as well as recorded shows, although it was usually worse during recorded shows and on-demand. Sometimes it would occur 6-10 times a minute. AARGH!! I checked the settings on my TV (Samsung 65" curved) as well as the Samsung soundbar and everything was set and connected just fine. Also, it only happens on this TV, not the two in the house connected to invidual HD boxes.

 

I did a ton or research and I FINALLY saw a suggestion in another post that immediately solved the issue: change the audio setting in the DVR to "Stereo" instead of the "Best Option" it auto-selects (Dolby 5.1 in my case.) As soon as I changed it, bam: no more glitchy audio. YAAAAY!

 

I hope this helps other people experiencing this extremely frustrating issue.

 

 

This conversation is no longer open for comments or replies and is no longer visible to community members.

wolfgirl

Frequent Visitor

 • 

14 Messages

3 y ago

So after a visit from comcast in April they put a HD cord on my old dvr without switching it I called again and finally finally after many calls and visits recieved the latest dvr box hey hey it is working! The only downside is I lost most of my old recordings .I can't believe it took so much effort to get a new box I was hoping if they installed I wouldn't lose my old recordings but if you can't watch anything it doesn't matter I suppose.

Regular Visitor

 • 

2 Messages

3 y ago

Hi Ken - I was still getting audio cut out so I switched the hdmi cable out and connected the box to the receiver with RCA plugs. There is also an optical audio cable between box and receiver. It may be a little better but there are still cut outs. Any suggestions ?

Frequent Visitor

 • 

5 Messages

3 y ago

Ken - that last post was in my wife's name by mistake.  You were checking on the software update for us.

 

Thanks.

XfinityKenF

Official Employee

 • 

8K Messages

3 y ago

dws37, can you send me a private message? We had a thread going on there but I didn't hear back from you. 

 

tinabrier, thanks for running those tests. Have you had a chance to play around with the audio settings on the box like the OP referenced? 

New Poster

 • 

3 Messages

3 y ago

I also have intermittent sound issues. It is really quite maddening.

 

My DVR STB version is PX001AN_3.5p2s1_PROD_sey

 

It was installed last summer.

XfinityKenF

Official Employee

 • 

8K Messages

3 y ago

I also have intermittent sound issues. It is really quite maddening.

 

My DVR STB version is PX001AN_3.5p2s1_PROD_sey

 

It was installed last summer

newyorker22, are you using surround sound or additional audio equipment or is the sound dropping via stereo? 

Rustyben

Expert

 • 

24.2K Messages

3 y ago


@newyorker22 wrote:

I also have intermittent sound issues. It is really quite maddening.

 

My DVR STB version is PX001AN_3.5p2s1_PROD_sey

 

It was installed last summer.


adding ... that model is the first and oldest (gen 1 now on generation 4). It has always had issues (5 tuners only, sound cutouts/drops, issues with internet apps). it is the same price as newer DVRs including the xg1v4 4k/uhd DVR (it has its own issues they are working on).

XfinityKenF

Official Employee

 • 

8K Messages

3 y ago

Good catch, Rustyben. I'm also in the business of swapping cable equipment, newyorker22. lol

New Poster

 • 

3 Messages

3 y ago

I am using a sound bar.

 

But it happens also when I switch to the audio of the television. And it mainly happenes in the evening. I cannot recall it happening in the morning or afternoon.

New Poster

 • 

3 Messages

3 y ago

How do I go about replacing it?

Rustyben

Expert

 • 

24.2K Messages

3 y ago


@newyorker22 wrote:

How do I go about replacing it?


have a local xfinity store? if you want a 4k xg1v4 go in and swap to use 'for your new 4k TV). keep your remote take power brick and old DVR. keep your xr11 (can use it too). xg1v4 usually comes with more modern xr15 remote.

New Poster

 • 

1 Message

3 y ago

Sounds like I have the same issue, been on phone with multiple people, had technician replace box, argued to no end its their issue.  Never had 1 single problem on Direct Tv, and last technician said he thought was Samsung UHD Tv...I was like...no...blue ray works perfect, direct Tv works perfect, everything works perfect, except cable box.  pretty sure its not my tv.  Anyways.  I dont know what to do, they have been out to fix and they dont know whats causing it.  

Rustyben

Expert

 • 

24.2K Messages

3 y ago


@bigfoot69 wrote:

Sounds like I have the same issue, been on phone with multiple people, had technician replace box, argued to no end its their issue.  Never had 1 single problem on Direct Tv, and last technician said he thought was Samsung UHD Tv...I was like...no...blue ray works perfect, direct Tv works perfect, everything works perfect, except cable box.  pretty sure its not my tv.  Anyways.  I dont know what to do, they have been out to fix and they dont know whats causing it.  


using your voice remote "about". what is the rest of the line to right of "STB version"?

XfinityKenF

Official Employee

 • 

8K Messages

3 y ago

Sounds like I have the same issue, been on phone with multiple people, had technician replace box, argued to no end its their issue.  Never had 1 single problem on Direct Tv, and last technician said he thought was Samsung UHD Tv...I was like...no...blue ray works perfect, direct Tv works perfect, everything works perfect, except cable box.  pretty sure its not my tv.  Anyways.  I dont know what to do, they have been out to fix and they dont know whats causing it.  

Hi, bigfoot69. Sorry to hear about your box issues. Are the cut outs on every viewing platform (on demand, live TV, recordings)? 

 

Ken

New Poster

 • 

3 Messages

3 y ago

Good Job this is my solution too when I Get this type of call on my line.
forum icon

New to the Community?

Start Here