About gev75

gev75 · ‎05-06-2019

No, they are opening a case with national tech support. Clearly an audio driver issue. Lots of reports of the problem, but no movement on a fix.

gev75 · ‎03-29-2019

Technician measured the signal. There is also a menu selection on the X1 boxes under Comcast labs with a signal meter. The diagnostics also showed a strong signal and audio/video stream.

gev75 · ‎03-22-2019

Yes, receiver is getting 5.1 audio. I was using ARC to the receiver, but as I mentioned in my post, the current setup is HDMI to TV and then optical/TOSLink cable to receiver. The optical cable is brand new. The HDMI cables are brand new. There are no sound enhancements turned on within the TV. The problem here and what I have seen with numerous other posts on this topic, is that the 5.1 audio coming out of the 4K box is having an issue. I do have another cable box, but it is one of those small boxes that does not have a DVR in it. It is totally random dropouts on audio and there is no pattern or time cadence as to when it occurs. I did also go into the service menu by using the button sequence. (Hold xfinity button for 10 seconds, press down twice, and then press the number 2. This opens up the diagnostic menu. There is no specific audio data or test, but everything looks good coming into the STB. The problem is the output from HDMI. There is no optical out on this box, so the only output to test for audio is HDMI. As I mentioned before, the straight HDMI from box to TV using the TV speakers and cutting out the receiver, still exhibits the audio dropout. I tested this with another 4K TV using the straight box to TV HDMI connection and using the TV speakers and had the same result of audio dropping out. This is my second 4K cable box that has this issue. I really need Comcast to investigate this. The signal is strong to my box, but this doesn't account for potential drops that could occur sporadically coming in from the street/demarcation point that could impact the audio stream. I have seen no issues with video at all.

gev75 · ‎03-21-2019

I have been experiencing audio dropout issues with the new X1 4K cable box (XG1v4-A). This has been plaguing me since I got the new 4K box in December. Audio seems to cut out periodically or gets jittery/robotic when watching TV or utilizing On Demand and Streaming App services (Netflix, Amazon Prime, YouTube). This is sometimes alleviated temporarily by changing the channel, stopping and restarting the on demand or streaming show. Most of the time, a reboot of the cable box resolves the issue for a little while, but it eventually comes back and is so annoying. I am running a brand new Samsung UHD TV with a Sony 4K home theater receiver. HDMI is connected from cable box to TV HDMI input and then I utilize the HDMI ARC to the receiver. This occurred with my previous UHD 4K TV as well. (Replaced in January). I have tried the following- - Replaced all HDMI cables with brand new ones. - Changed TV HDMI input to 3 other ones with no change. - Changed Coax cable from wall to cable box. - Had signal strength checked and refreshed. Signal is strong. - Changed from HDMI ARC to optical cable between TV and home theater receiver. - Verified that audio issue is not seen with Blu-ray Player, PS4, Xbox, and Smart TV streaming apps. Only the cable box. - Verified that HDMI CEC (Anynet+) is enabled on all devices and also toggled it off and on after rebooting the cable box. - Got a new 4K cable box with the same result. - Changed cable box audio setting from Auto to Expert with no change. Stereo works fine, but I lose the 5.1 surround sound, which defeats the purpose. - Connected cable box directly to TV via HDMI and used TV speakers. Audio issue still occurred. I am at my wits end here and there is definitely an issue with the 5.1 sound with this 4K cable box. I am hesitant to go replace the box again. I need Comcast/Xfinity to get to the bottom of this audio issue as I am paying good money to have spotty audio when viewing content . Is there another 4K box or a fix for this issue? Please investigate as I am strongly considering other carriers for my TV and Internet service.

gev75 · ‎06-28-2013

I have been having the same issue where the audio setting keeps going back to stereo after selecting surround in the menu. I have been on the X1 platform since July 2012 and everything was working fine with audio until a recent firmware update at the end of May. No matter what, it goes back to stereo. I logged a ticket with Comcast over this and have been on them pretty hard and talking several times a week with their escalation department for X1 support. I am using an optical connection for audio and up until the last firmware update, the audio setting had to be on surround to get any audio. Now, it will not let me select surround and reverts back to stereo, but I do have audio and it is utilizing my surround sound and rear speakers. I have 2 X1 boxes running the same firmware. When I swap them out, my other box allows the surround option to be specified, but the other doesn't. Comcast has told me that they made a software change and that my surround receiver is probably not compatible. I told them that this was a load of bs and they could not explain how one box worked fine and the other was stuck in stereo mode. We reflashed the firmware with no relief. They are sending out a technician this weekend to replace the box to see if a new box exhibits the same behavior. They have admitted that this may be a software bug and will need to investigate further. As other X1 subscribers, I am familiar with all of the bugs we have seen in the past and they eventually get fixed. I am glad that I am not the only one seeing this. Gerry

About gev75

Re: X1 audio dropouts on 4K XG1v4-A cable box

Re: X1 audio dropouts on 4K XG1v4-A cable box

Re: X1 audio dropouts on 4K XG1v4-A cable box

X1 audio dropouts on 4K XG1v4-A cable box

Re: X1 Lost my surround option