Buzzing noise while Contour Record 6 (Cisco 9865HDC) DVR is on pause - Continued

Hi Chris, and thanks for the response.  There is definitely NOT any grounding issues.  In using my meter, all electrical outlets show proper grounding.  In addition, I'm also using a power conditioner.  I've plugged in both the TV, and the cable box both bypassing the power conditioner, and to include the power conditioner.  I still get, not necessarily a ground hum, but the original noise as I reported as a "buzz" noise.  I believe the problem lies with the HDMI circuitry of the cable box.  Are you aware of any firmware/software updates Cox will be doing to eliminate this problem?  I've already tried 3 different, same model number Cisco boxes, and 2 different, same model Sony Televisions, and the problem still exists.  When I hook-up my 2 tuner Cisco cable box to my Sony TV, the problem doesn't exist, only with my main 6 tuner box.  And, I only get this buzzing noise coming from the audio speakers on my Sony TV.  Please advise.  Thank you!

With you being the "moderator" of this group, I was surprised you haven't noticed this issue being addressed on this forum.  This issue was originally posted in late 2013 under the heading,

"Buzzing noise while Contour Record 6 (Cisco 9865HDC) DVR is on pause"

It showed as "resolved" however, it really wasn't.  Therefore, I started this new post with the same topic name but added at the end  "- Continued".

I live in Las Vegas.  I've had Cox Cable come to my home 3 times for trouble shooting.  Not only have they supplied me with 2 other reconditioned and 1 NEW box, in hopes of resolving this issue, they even re-wired my home, to insure I was getting proper signal strength!  My signal strength is within proper guidelines.  The problem still exists.

I again, spoke with Cox Cable as recently as last Friday, and asked them to escalate this issue to higher technical support, only to advise them of this issue.  The person I spoke with is named Zackary Bale - zackary.bale@cox.com .  Zackary informed me that he has had several reports regarding this issue, and he is the one who is escalating this issue.  He also informed me that when he went to a higher source at Cox, there weren't any current issues in their files that they were aware of.  So, if you'd like to contact Zackary, he can fill you in on what is happening.  I have also copied and pasted our dialogue, and have sent it to him in an email.  I will do the same with this post.

I'm at the point to where I am going to be purchasing a different brand of television, in hopes, this TV isn't sensitive to the problem the cable box is putting out.  As previously noted, I have already replaced my TV with the same brand and model number already, and the issue continues!

I have 2 Sony Televisions - The model # KDL-46WL140 was purchased about 5 years ago.  This is a flat screen 46" LCD television that does NOT have a problem with this cable box.  In other words, there is NO "buzzing noise" coming from the speakers of this TV when the live broadcast or a DVR broadcast is paused.

My other Sony Television which is model # KDL-70R520A is a 70" flat screen LCD/LED television which I purchased approximately 2 weeks ago, IS the TV I'm having a problem with whenever I pause a live broadcast, or pause a DVR recorded program.  The dealer has come to my home, and replaced this model with the same model number, and the problem still exists, which is a "buzzing noise" coming directly from the TV's speakers.  I've contacted Sony, and they say it's definitely the cable box!  This is why I'm willing to purchase a different TV brand just to see if the problem exists with another brand.

I feel there is a problem with the HDMI circuitry of this model of the Cisco cable box, which makes it non-compatible with certain televisions.  I have exhausted and tested all other resources which could be the problem, i.e., using different HDMI cables, testing the AC lines, running component video cables, which, I absolutely won't consider as a permanent fix due to the ability of listening to Dolby Digital, which won't occur if I use any other type of cable other than HDMI.

I have also contacted Cisco support who told me they can't help me, since, they are the ones who did manufacture the box, it's Cox's responsibility to insure the correct firmware and software are currently being run on this box.  Cisco asked me to contact Cox and find a fix through Cox.  And, per Cox, the firmware and software is up to date!

Chris, I apologize for the length of this response, however, I'm extremely frustrated over this issue, and was sincerely hoping Cox can get their act together and eliminate this problem.  If after getting another brand of television, this problem continues to persist, I'll be left with no other alternative than to discontinue my Cox service, and probably go with a satellite provider.

Please advise.  Thank you.

Hi Stephanie and thank you for your response:

I have no reason to turn the sound all the way up.  I typically listen at "comfortable" listening levels.  Nor, do I ever use the mute function.  For the record, I did try what you mentioned.  This Cisco cable box does not have an indicator light that flashes red, nor does my television when I hit the mute button.  In fact, there is no red light on either the box or television to alert if muting is in progress.  The buzzing noise occurs at ALL volume levels, yet, the buzzing noise does increase intensity the louder I have my volume turned up.  Also, this Cisco box does not have a separate volume control to override the television's volume control, nor, does it have a separate mute function.  My remote control that came with the Cisco cable box is programmed to change the volume and mute settings only for the television, exactly as the remote that came with my Sony television.  The Cisco box's remote is also programmed to power on and off, as well as change channels as well as other functions the box is designed to do.  One more thing to note, you mentioned "receiver", if you're referring to the receiver/amplifier of my home theater system, this system is usually OFF.  I only get the noise coming from my television's speakers.

Hi Stephanie:

You may be on to something here.  Currently, when I press the mute button on the Cisco remote, the red light indicator on the remote does come on the "TV Button" on the same remote.  Please supply me with instructions on how to reprogram the remote to mute the cable box, rather than the television's audio.  But please keep in mind, the "buzzing noise" only occurs when I pause either the DVR, or live television.  Obviously, and currently with the button being programmed to mute the television, the "buzzing noise" does disappear, but, I shouldn't have to mute either the box or the television as a permanent fix.  Please advise.  Thank you.

I had the same problem when I first got the Record 6. What solved mine was to change the audio settings in the Record 6. Go to settings/audio and video/audio settings/digital output and change the setting from Dolby digital to pulse code modulated.

I hope this works for you. It is a very annoying buzz.

Hi FSCODE:

Yes, this is a work-around, however, when you change the setting to PCM, you then lose Dolby Digital.  Both my television, and my AV Receiver have Dolby Digital Sound Processing.  I cant see sacrificing Dolby Digital, when I have the equipment that has the capability of using it.  The way I look at it.....why spend over $100 per month on cable services that claim they have the capability of supplying and broadcasting Dolby Digital when their faulty equipment doesn't live up to their claim?

KBTOYBOX said:

Hi Stephanie:

You may be on to something here.  Currently, when I press the mute button on the Cisco remote, the red light indicator on the remote does come on the "TV Button" on the same remote.  Please supply me with instructions on how to reprogram the remote to mute the cable box, rather than the television's audio.  But please keep in mind, the "buzzing noise" only occurs when I pause either the DVR, or live television.  Obviously, and currently with the button being programmed to mute the television, the "buzzing noise" does disappear, but, I shouldn't have to mute either the box or the television as a permanent fix.  Please advise.  Thank you.

KBTOYBOX,

You can try changing the volume control to the cable box, however, I don't think it will fix your issue. Here's the Remote Control User Guide to help. The hum is coming from the TV speakers and the only way to fix it permanently would be to not use your TV speakers. Some TVs have an Audio out option that you can connect to your AV receiver and then turn the speakers off in the menu settings. If your TV doesn't have this option, we will have to look into connecting the equipment differently or using different kind of cables. 

Hi Stephanie:

Thanks for the Remote Control User Guide.  I don't see anywhere on this guide where I can program the remote to just use the cable box mute and/or volume control function (if any).  As I've previously mentioned, I have connected different HDMI cables between the cable box and the television, still, no resolve to the "Buzzing Noise" coming from the television speaker.  I currently do have an optical audio cable  hooked up between my television, and my AV Receiver.  Buzzing noise still occurs, coming out of my Home Theatre speakers because, the television is just relaying the buzzing noise to the AV Receiver.  I can, hook up an optical audio cable directly from the cable box to my home theatre system, and, this DOES eliminate the buzzing noise.  However, this means that every time I wish to view my television, my home theatre audio system must be on.  This is not an option for me!  I can also use component video cables between the cable box, and the television, but then, not only am I lacking the ability to use Dolby Digital Audio with this particular type of hook-up, I also won't get a premium picture on my TV that HDMI cables offer over component video cables.

Once again, the only resolve to this issue must be either a firmware and or a software update to this Cisco cable box.

Please advise.  Thank you.

I have the same issue. When I pause a recording I get an ugly buzzing sound. I connect the Cisco to my receiver with HDMI, but I have also tried an optical cable. I have also tried changing the volume control option on the Cisco box. The problem is the same either way. It only happens when I have the Cisco set for Dolby Digital audio output. It does not happen when it is set to PCM audio. My receiver indicates that during playback the Cisco is sending Dolby Digital and when I pause the recording it switches to PCM, and then back to Dolby Digital when I take it off pause. The buzzing begins when the output from the Cisco switches to PCM and ceases when it switches back to Dolby Digital. Two customer service calls and a visit from a technician have shed absolutely no light on this problem. The only advice I got was to switch to optical cable (I tried it - no go) and to keep the Cisco set to PCM audio (which outputs only in stereo - no surround - this is NOT a solution).

Today I discovered something interesting that has given me a work around of sorts - and another clue if anybody at COX is addressing this problem. If I press rewind and then pause the Cisco does not switch to PCM and there is no buzz. The program then stays on pause until I press pause again or press play. Pause works correctly other than needing two button pushes. Interestingly enough, if I press pause first the Cisco switches to PCM and the buzzing begins as you would expect. But if I then press rewind the buzzing stops but with no indication that Cisco has switched back to Dolby Digital. When I press play get an indication that it then switches back to Dolby.

All this seems to me to indicate a definite problem emanating from the Cisco box. It is not a grounding problem, a cable problem, a setup problem or a problem with customers equipment. Nor is it a new problem (see the post from KBTOYBOX in this thread) or an unknown problem. Is this problem being addressed?

Finally, someone else who has the same problem!  Thank you, Harr, for your response!  Yes, we definitely have the same problem with the Cisco box.  And, I have the same symptoms as you do when you mentioned about pausing, rewinding, etc. as the box changes from Dolby Digital to PCM.  Question?  What is the make and model of the television you're experiencing the problem with?  Just curious to know if it's the same as mine, or the one I'm about to get in hopes a different brand/model number will eliminate the problem.

I do have someone at Cox working on this issue and is in touch with the people in upper support.  I suggest you contact him, and explain the problem you're having so that hopefully, it will still be escalated and a fix is on the way.  His name is Zackery Bale and is email address at Cox is zackery.bale@cox.com .  I suggest you email him, and feel free to mention my name, Ken Murray, alerting him we have the same issue.

Once again, my current problem only exists on one television which is a 70" Sony flat screen model number KDL-70R520A.  I've even replaced this TV of the same brand and model number, and the problem still exists.  When I hook it up to either a different model number of Sony, or, a different brand completely, the problem does not exist.  And Sony tells me, it's the cable box that's at fault.

Please respond with your current brand and model number of television.

Thank you.

KBTOYBOX, My TV is a Panasonic model TC-P60GT50. However, I do not connect the Cisco box directly to my TV. I connect the Cisco box to my receiver (Pioneer VSX-521-k) via HDMI cable. I also have a DVD player and an Apple TV connected to the receiver via HDMI cables. I have the receiver output connected to the TV via HDMI cable. I use the receiver to switch inputs and send video to the TV. All the sound comes out of the receiver. I have audio set to off on the TV. So in my case the brand of TV is not a possible issue. I do not believe the receiver is an issue either, since some of the posters have had the same issue with Onkyo receivers. Also, since I don't get the buzzing when I pause after starting rewind, I think all of the evidence points to the Cisco box.