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wfcash
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Monday, April 13th, 2026 6:07 PM

Audio Droputs

Hello, I have random intermittent audio drop outs. I've replaced the set top box and HDMI cable and switched to a different HDMI input. I have a Karoke machine connected and it has no audio drop

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13 hours ago

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XfinityThomasC

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6 days ago

Hello, @wfcash I've experienced something similar in the past with my primary TV box. Is there a splitter sharing the coaxial with that set-top box? Check to see if it's going bad by temporarily removing it and see if your sound improves. You can also try a new coaxial cable. 

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wfcash

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Hi Thomas, a splitter is an RF device and would impact all services.  I have a MOCA splitter in the attic that connects the gateway, X1 and secondary TV there are no issues with the Internet, secondary box or if I use apps on the TV bypassing the X1. It is only audio out of the X1 4K set top.  This was not an issue with the large black X1 (no 4K) set top.  I've tried two 4K boxes replaced the HDMI cable and used a different HDMI input on the TV. Non-of these actions have resolved the issue. 

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6 days ago

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XfinityThomasC

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@wfcash Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

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

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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6 days ago

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wfcash

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13 hours ago

Hello again, I went through the troubleshooting process with a support agent, and I thought that we had identified the issue. I did not experience the issue when connecting to the TV via Bluetooth only to realize later that the audio drop was still occurring over Bluetooth too. I will try connecting the X1 4k set top directly to the AVR to strip off the audio and then pass the video through the AVR and on to the TV so see if that cleans up the audio issue.

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