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user_23b877
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5 Messages

Thursday, May 9th, 2024 9:03 PM

Sound Issues - YouTube & Various Channels

We are consistently having issues with sound going out while streaming YouTube.  I mean, I don't mind sometimes because then I don't have to hear the [Edited: Language] my kids watch, but it is annoying and shouldn't happen.  It also happens on various other channels here & there.  To fix it, we have to either change the channel and come back, or when it's YouTube the kids have to rewind and then play again.  We've traded boxes and that didn't work.  We have no issues when watching Apple TV so I do not suspect it to be any other issue besides an Xfinity one.  I don't plan on unplugging the box or restarting anything anytime soon since this doesn't seem to be a personal problem.  I just want Xfinity to fix the issue.

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18 days ago

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XfinityBenny

Official Employee

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634 Messages

6 months ago

@user_23b877 The YT on my PS4 sometimes will do that. I go home out of the app and back in to sync it again. Sounds like a general issue though if its happening on other content as well. Do you have a sound bar? 

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user_49745d

Visitor

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6 Messages

21 days ago

Same issue. YouTube sound stops working completely often on our Xfinity cable box. 

We do not have a sound bar. Audio goes through our TV only. All other sound works fine - TV channels, DVR, all other streaming apps. Only YouTube has this issue on the Xfinity cable box. 

You Tube sound is perfectly fine on all other devices in the house (phones, tablets, and Roku). 

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tbill1

Contributor

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653 Messages

I always hear a "glitch" on most music videos I watch through the Xfinity You Tube app. it is usually just a 2 second

interruption, but enough to ruin the song. If I watch the same set of videos on the YouTube app on my Apple TV box or my computer,

it is perfect. This has been going on for over a year.

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20 days ago

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XfinityJorge

Official Employee

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1.7K Messages

 

user_49745d Hey there! Thanks for using our Forums to contact us and our team is here to work with you to make sure we help with the audio issues on the box. We certainlty do not want you to be having trouble while you are trying to enjoy your at home experiance. To get started can you send us a DM with your full name and service address? Here's 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
 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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19 days ago

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XfinityBillie

Official Employee

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2.8K Messages

@tbill1 We appreciate you reaching out to let us know that you are receiving a glitch on the YouTube app while using our X1 platform. How often does the sound glitch happen? Can you tell us what troubleshooting steps you've already attempted?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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18 days ago

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tbill1

Contributor

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653 Messages

 I have around 250 videos on my playlist.  It usually happens one time in a 4-6 minute video for 1-2 seconds.

It happens on 5 of my boxes. Any other way (device) I access those same videos results in perfect playback, so clearly

your app. I would prefer to use your app  because of my wireless headphone situation. Not much troubleshooting to 

do since YouTube is a "fixed" app to the X1 boxes.

(edited)

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18 days ago

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XfinityBillie

Official Employee

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2.8K Messages

@tbill1 Thank you for confirming that information for me. You can try to clear the locally stored data on the X1 box to see if that resolves the drops in audio. It will log you out of most third party apps on the devices, so you would need to log back into those. You can find the directions on how to clear the locally stored data here.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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18 days ago

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