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Intermittent Sound Cut Out Skipping Audio Issue

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Regular Visitor

Intermittent Sound Cut Out Skipping Audio Issue

I put everything I could think of in the title so maybe others will see this chime in.  this has been going on for almost a year now and I have complained numerous times.  Comcast has sent a technician out who has claimed to "fix" the issue, but I can't tell while he is here because it is intermittent and only happens sometimes.  On channel 22 - NBC in Springfield MA ( WWLP) the sound, on all 3 of my TVs intermittently skips, hiccups, cuts out - call it what you will.  It is similar to when someone has callwaiting and you can't hear for a moment while the beep happen - only there is no beep and when it happens, it is continual for hours on end.  Then it suddenly stops for no reason.  I have checked all of my connections, it is not a loose connection ( wouldn't be on 3 TV's anyway - nor would it be since it is only 1 channel) and I have tried tech support.  NO help.  I've searched and seen others have had this problem in various parts of the country on different stations.  Has anyone found a solution? Thanks!!

Silver Problem Solver

Re: Intermittent Sound Cut Out Skipping Audio Issue

What is the model number of your X1 box?  Are you in a condo or apartment?


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.
Regular Visitor

Re: Intermittent Sound Cut Out Skipping Audio Issue

I own a house, not live in an apartment or condo.

I have 3 different boxes and it happens on all of them.  None of them are the X! high end boxes - 2 are just for digital starter and 1 is just so I can get basic cable on a TV.

Can I seriously be the only person this is happening to?? It is getting worse, not better. 

Silver Problem Solver

Re: Intermittent Sound Cut Out Skipping Audio Issue


@Ladyinmass wrote:

I own a house, not live in an apartment or condo.

I have 3 different boxes and it happens on all of them.  None of them are the X! high end boxes - 2 are just for digital starter and 1 is just so I can get basic cable on a TV.

Can I seriously be the only person this is happening to?? It is getting worse, not better. 


Re-attach all your coax connections first.


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.
Regular Visitor

Re: Intermittent Sound Cut Out Skipping Audio Issue

done

 

Silver Problem Solver

Re: Intermittent Sound Cut Out Skipping Audio Issue


@Ladyinmass wrote:

done

 


You can call 1800comcast and ask them to check your X1 system.  If that doesn't resolve your issue, you can schedule a tech visit.


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.
New Poster

Re: Intermittent Sound Cut Out Skipping Audio Issue

I have the same problem. only on one of my boxes. I reset it through the phone system and worked for a day. Now the sound comes and goes rhythmically. I also read that this person has had techs out before with not fix. Sound works on Sonos and apple tv so yes it is an xfinity problem. Was there every a fix?

 

Expert

Re: Intermittent Sound Cut Out Skipping Audio Issue


@lulu222 wrote:

I have the same problem. only on one of my boxes. I reset it through the phone system and worked for a day. Now the sound comes and goes rhythmically. I also read that this person has had techs out before with not fix. Sound works on Sonos and apple tv so yes it is an xfinity problem. Was there every a fix? 


on the voice remote say 'about' and please reply there with the STB version number (example mx011an)


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here.
New Poster

Re: Intermittent Sound Cut Out Skipping Audio Issue

AX014AnN_3.Op2s2_PROD_sey

 

System worked last night after I turned it off and on again. But today the sound is completely off and the picture goes in and outxfinity about 2.jpg

 

xfinity about.jpg
Expert

Re: Intermittent Sound Cut Out Skipping Audio Issue


@lulu222 wrote:

AX014AnN_3.Op2s2_PROD_sey

 

System worked last night after I turned it off and on again. But today the sound is completely off and the picture goes in and out


I was expecting one of the early models. to diagnose it is probably best to start by plugging the HDMI directly into the TV and using just the TV's speakers to test the box and HDMI cable. Try that and see if it plays normally. Do you have a sound bar or AVR (receiver) attached to the TV too?


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here.
New Poster

Re: Intermittent Sound Cut Out Skipping Audio Issue

Receiver but the sound system plays very well for sonos, apple tv and DVD system. So it is not the sound system

Expert

Re: Intermittent Sound Cut Out Skipping Audio Issue


@lulu222 wrote:

Receiver but the sound system plays very well for sonos, apple tv and DVD system. So it is not the sound system


it is how the issue is diagnosed. reply if you wish to continue diagnosis.


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here.
New Poster

Re: Intermittent Sound Cut Out Skipping Audio Issue

We have had same problem for years even after changing out box we just ignore it now. Unfortunately 2 months after the box change now nbc cbs and abc programs are not recoding they are pixelated and skipping., I guess we will be returning these dvr boxes.
Silver Problem Solver

Re: Intermittent Sound Cut Out Skipping Audio Issue

Did you check your TV to see if it has a setting that needs to be changed?

Can you test your TV with an antenna to see if it is working correctly?


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.