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Lkpolo
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Problem Solver

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498 Messages

Sunday, December 1st, 2024 4:50 PM

Big Bang Theory

There is no sound for the Big Bang Theory on any of our TVs when we stream Big Bang Theory  on Max. There is sound for recordings but when we go to Episodes and go to an episode and choose Max it’s silent. I’ve tried changing audio on settings but when I do that we have sound for Big Bang on Max and no sound when we watch live TV. I’ve gone over settings on TV remotes but nothing helps. I suspect this is a Max issue since Max is mainly crappy to stream since it was created. Is there anything that Xfinity can do about this or am I just at the mercy of Xfinity and Max while paying for live TV and a Max on my bill? 

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Updated 

9 days ago

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XfinityThomasB

Official Employee

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1.5K Messages

10 days ago

Greetings Lkpolo

Is this hiccup on audio isolated to only Big Bang Theory? I was hoping to confirm if this was occurring with everything from Max. Appreciate you reaching out to let us know this is happening. Excited to help you get this figured out. 

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Lkpolo

Problem Solver

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498 Messages

It’s only happening with Big Bang Theory on Max only. My husband can watch Big Bang on TBS etc On Demand w/o a problem. Recordings of Big Bang are fine also. I have to guess that whatever edition (?) Max licensed for the X1 boxes is the issues. I have seen this type of error occur with Kindle book downloads I’ve purchased from Amazon. Some error in the code is happening. 

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10 days ago

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XfinityThomasB

Official Employee

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1.5K Messages

Greatly appreciate the details Lkpolo. 

There should not be a correlation between your Kindle purchases and our X1 content. Can you please provide some details to what this error code would be that you are seeing? 

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

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Lkpolo

Problem Solver

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498 Messages

Kindle was provided as an example. There is no error code for Big Bang Theory. There is just no sound when we watch it On Demand on Max. 

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9 days ago

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XfinityBradM

Official Employee

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703 Messages

I am not showing a known issue for Big Bang Theory audio issues through Max on our X1 boxes. It is good to see you've checked additional ways to view the programming to isolate it only to the Max app. Let's have you send us a DM so we can get this reported to our engineering teams. 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "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

See https://comca.st/3KQF8q9 for an example.

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

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9 days ago

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