Problems with sound randomly going silent for a few seconds and coming back several times

We recently moved and had two new boxes put into our new apartment, one upstairs and downstairs. The picture is great, but the sound keeps going in and out. The Sound will be fine, then randomly it will go silent for several seconds and then come back. This happens several times no matter which different audio we set up on both boxes/tvs. I'm getting tired of this. We paid a lot of money to get good service, not the sound randomly going out every so often. I keep resetting the sound every time I watch my tv hoping it will fix it, but no such luck. Do I have to keep unplugging the box every day? This is getting ridiculous. I shouldn't have to do this every time I watch tv. It seems like ever since we moved, we've had nothing but problems with xfinity, which includes different agents giving me different prices, getting different answers on USB adapters and now how to deal with these annoying sound issues. Please fix the sound.

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XfinityDuron

Official Employee

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812 Messages

26 days ago

Hello there @kissfreak1975-, I understand how that can become very frustrating. Have you tried exchanging the HDMI cords on your devices?

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kissfreak1975-

37 Messages

Hi. I tried that but it doesn't seem to help. I even tried unplugging the cable box, but I keep getting drops in the sound. On both cable boxes there are occasional drops in the sound. Is it supposed to be doing this? Is it something we're going to have to live with, like occasional pixels in the picture? I don't want to call to have a technician because it's expensive, especially after the first visit.

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24 days ago

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XfinityAmira

Official Employee

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4.9K Messages

Thanks for everything you've done on your end, @kissfreak1975-. My team would love to further troubleshoot this with you and get a tech scheduled out if needed. Please send us a Direct Message. Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message icon” (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the To line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

(edited)

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24 days ago

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Customer Service

kissfreak1975-

Problems with sound randomly going silent for a few seconds and coming back several times

XfinityDuron

kissfreak1975-

XfinityAmira

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