wireless head phones stopped working after cable box replaced

I replaced a dead cable box and programed (on screen) the new remote it came with. I have wireless headphones (non Bluetooth) connected to the TV in that room. I did not touch any connections involving the TV and the headphones. The headphones are in the correct mode, charged and synched. But no audio to the headphones now.

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XfinityVictor

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2.6K Messages

26 days ago

user_2r68rd Hello, I am sorry you are having issues with your headphones. Are you still having the same issues?

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user_2r68rd

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3 Messages

Hello and thanks for the reply. Still having the same issues, any suggestions? Thanks.

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24 days ago

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XfinityVictor

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user_2r68rd What make and model TV and headphones are you using?

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24 days ago

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user_2r68rd

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Hello. Headphones are Insignia\RCA model NS-HAWHP2. TV is Visio model D40f-G9. New cable box is model PXDO1ANI. Do not have model info on previous cable box, but it was installed in 2020.

Thanks.

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23 days ago

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XfinityRichard

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Thank you for your reply, @user_2r68rd Replacing the cable box likely reset the TV's audio output settings or changed how the HDMI/audio stream is being routed, causing the TV to stop sending sound to the analog or digital optical jack connected to your headphone base.

You can resolve this issue by checking these specific areas:

1. Check TV Audio Output Settings

When a new cable box is installed or programmed via HDMI, the TV often defaults back to internal TV speakers or HDMI-ARC/eARC audio instead of external/analog outputs.
• Open your TV Settings (not the cable box menu).
• Navigate to Sound or Audio Output.
• Change the output from "TV Speakers" or "HDMI Audio" to Audio Out, Headphone/Optical, or PCM (some non-Bluetooth RF/infrared headphone bases require a PCM digital signal rather than Dolby/Bitstream).

2. The new cable box may be outputting an audio format your headphone base cannot decode.
• Open the Settings menu on your cable box.
• Look for Audio or HDMI Audio Output.
• Change the setting from Dolby Digital / Auto to Stereo or Linear PCM.

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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.
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23 days ago

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user_2r68rd

wireless head phones stopped working after cable box replaced

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