Visitor
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1 Message
Customer Service - Help Replacing Faulty Box - Local Store
Good day. One of my four boxes continually loses sound. The sound will just disappear while actively watching the TV. I have confirmed that it is not the TV itself, as I can launch another app from the TV firmware, such as Netflix, Disney+, etc. and they function normally with no sound issues. Restarting the box temporarily solves the problem, but it drops sound again after a few minutes up to a couple hours.
All I would like to do is swap this box for another. I tried to call my local Xfinity store (Cartersville, GA 30120) but that is an act of futility because you simply get locked into AI-menu [Edited: “Inappropriate Language”].
Please assist.
XfinityAmira
Official Employee
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5K Messages
8 days ago
Hi sef_e115! Good day to you as well. Thanks for joining and reaching out on our Xfinity Forum. We appreciate you being a customer with us, and I'm sorry to hear that you have been having issues with losing the sound on one of your cable boxes.
Thanks for everything you've done on your end in trying to get this resolved. For troubleshooting purposes, have you ensured all connections to the cable box and wall are finger-tight? Also, if you have an additional HDMI cable, can you try replacing it to see if that may be the cause of this sound issue?
We can absolutely help get the cable box replaced for you, or you have the option to swap it out for free at the nearest Xfinity Store. Please follow this LINK to find a Store location near you.
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