MSNBC TV sound is in and out

I am a Comcast / Xfinity customer who also experiences frequent audio interruptions when watching MSNBC. But I seriously doubt that it has anything to do with the explanation provided above simply because on MANY other websites, all around the country, people are complaining about the exact same thing. According to 90%+ of the posts, I have read on many different websites, this problem only happens with MSNBC - no other channels. To me, as an IT professional at a research university, it seems HIGHLY UNLIKELY that people all over the United States who are using many different streaming services including Hulu, and a wide variety of unrelated cable services are all experiencing the same exact problem while watching the same channel without it being a problem with that channel's signal. 

Hi @user_lv3emt Thank you for reaching out on the Xfinity Community Forums. When you are seeing the audio interruptions is it certain programs on the channel? What are you using to watch such a cable set-top box, flex box, Roku, or another streaming capable device? 

Thank you for your reply.

1) I watch MSNBC and several other channels on a daily basis.

2) My televisions are all connected to an Xfinity modem. Very rarely, I watch television using Netflix or YouTube. I do not use any other streaming platforms. I never experience any sound problems when using Netflix or YouTube.

3) I watch MSNBC and other channels on two televisions: one upstairs and another one downstairs. The television upstairs is manufactured by Toshiba and is connected to the Xfinity modem via a coaxial cable. The cable connection is secure. The television downstairs is a Samsung Smart TV and it is wirelessly connected to the modem.

4) The sound interruptions only happen when I am watching MSNBC. The sound interruptions do not happen when I am watching channels other than MSNBC.

5) The sound interruptions are frequent, but usually only last between 2 and 6 seconds. 

6) The sound cuts out on MSNBC almost always when the video screen switches away from the camera shots of the anchors and other people talking to a screen filled entirely of text, such as when the anchor is reading a quote from something and the the quoted text is displayed on the screen. The sound does occasionally cut out at other times, but it is mostly when the screen shot switches to a video display of text.

7) It really seems as though this problem is coming from MSNBC and not Xfinity because there are many non-Xfinity technical support websites that have posts from customers using non-Xfinity cable services, all complaining of the same problem with MSNBC, such as on these two websites:

https://www.justanswer.com/tv-repair/jajb7-watching-msnbc-audio-stops-every-so-often.html#:~:text=Usually%2C%20when%20there%20is%20an,stream%20or%20broadcast%20is%20established.

https://support.shaw.ca/t5/tv-discussions/audio-cuts-out-on-msnbc/td-p/22715

Hello user_lv3emt have you attempted any troubleshooting such as the Xfinity App to resolve this issue? We may need to log a ticket so this issue can be tracked. 

I have a very busy schedule, so I don't have a lot of time to waste. I'm certainly not going to waste one second of my time downloading an Xfinity app! Why? As a software developer, I can attest to the fact that the Xfinity streaming TV app is nothing other than a joke.

Unfortunately, my community doesn't have another option for cable TV and internet service. If it did, the words "Comcast" and "Xfinity" would be nothing but a distant memory to me.

ALL of my past efforts to remedy problems with my Xfinity TV service have been a COMPLETE WASTE OF TIME. For example, every time the Emergency Broadcast System test message is broadcast on Xfinity, I have to restart my television multiple times because the message causes the television to freeze. Even after rebooting the television and the modem, the emergency test message returns. Numerous calls to Xfinity Technical Support yielded NOTHING - including one series of phone calls from an Xfinity executive in Philadelphia, who continuously insisted that I must be mistaken because according to him, nothing at all was wrong. Various other Xfinity "technicians" told me I needed to buy a new television, or that I needed to contact my local county Office of Emergency Management because the technician claimed that Xfinity has NOTHING to do with the Emergency Broadcast System messages. FYI - I did contact my county and spoke to the Director of Emergency Management, who told me definitively that the county has nothing to do with the Emergency Broadcast messages and that it is completely controlled by Comcast/Xfinity. WHAT A WASTE OF TIME....! 

As with so many other companies today, it's pretty obvious that Comcast/Xfinity simply doesn't care if their service is good or worth the money the customers are paying. The company is too big and they just don't care!

Hi @arcadian7 Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the audio concerns with MSNBC. I would be more than happy to offer my assistance looking into this further for you. I would recommend starting with the basics, power cycle the modem and cable box if you use one and checking the cabling. We are not currently showing there is an issue on the Xfinity side with the channel. Usually when it is just one channel it can be channel specific to that network. 

@XfinityJanelle​ I did ALL of that and called tech support - spent 2 HOURS on the phone with nothing coming of it.  Considering others are having the SAME problem - it's NOT MY EQUIPMENT!  It's on your end somehow!  Maybe purposely.  [Edited: Inflammatory].

Since the problem is being reported on the websites of other cable companies besides Comcast/Xfinity, it seems obvious that the audio problem must be coming from the MSNBC feed.

But of course, MSNBC is also owned by NBC Universal / Comcast. So it appears that Comcast doesn't even care enough about its own cable channel to fix the continuous, daily interruptions of sound that people here and elsewhere on the internet regularly complain about! That's serious negligence...!

Thank you for reaching out to us @djk_749! This is far from the experience we want you to have! Our team would like to take a further and see if tickets were opened on your account when you reached out to us. Could you please send our team a direct message with your full name and full address? To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
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.

@XfinityAldrik​

I have a video recording of what we are seeing if that would help.  Unfortunately it is a large file and I cannot upload here. 

@user_gb3wpz​ no resolution on my end - did all the typical fixes suggested and then 2 hours of tech support and nothing.  Tech support didn't even have the decency to check back after a week as was set up.