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AndyH's avatar
AndyH
New Contributor

Sound Cutting Out

I am a long time customer and have been experiencing an issue where the sound (not video) drops out for a second at a time. This happens every 5 minutes or so. It happens in both my main room and bedroom. Each have their own cable box.  The master is in the main room and the smaller box is in the bedroom. I have done multiple resets but no luck. Both TV's are LG models. Both TV's have soundbars. DVD or Internet via the tv do not have this issue. There are no splitters in the house. Has anyone experienced this? Thanks.

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  • ColleenD's avatar
    ColleenD
    Moderator
    Hello, AndyH.

    Thank you for being a long time customer. I can only imagine how frustrating the audio loss you are describing can be. I'd like to help. There are a couple of things that can impact audio during TV viewing. Many of them are covered here www.cox.com/.../helpful-tips-for-audio-problems.html

    One thing to check is your cabling between the tv box and your TV. Sometimes reseating this cabling can correct the issue. Some audio settings (such as SAP) can affect the audio you expect to hear. You can find how to check the settings for your particular equipment here www.cox.com/.../managing-secondary-audio-programming-settings.html.

    If these steps have hot helped improve your TV viewing experience and the audio loss please send an email with the following info to us at cox.help@cox.com so we can look at this for you.

    Your full name
    Your complete street address
    A link to this thread for reference
    A description of the trouble you are having.

    Colleen
    Cox Support Forums Moderator
    • Becky's avatar
      Becky
      Moderator
      Hi AndyH and CuriousJ,

      We definitely want to get these issues resolved for you! I apologize that the second link in Colleen's post didn't work. For Secondary Audio Programming issues, see www.cox.com/.../managing-secondary-audio-programming-settings.html.

      AndyH, do you experience the audio drop-out on all channels, or just certain channels? If so, please provide channel numbers. I understand that you don't experience any audio issues when watching a DVD; the audio drop-out only occurs when watching TV through the Cox cable boxes. Even so, have you tested to see if the audio drop-out continues if you connect the TV audio directly to the cable box rather than the sound bar? Also, please describe what kind of cables connect the TV to the cable box and sound bar.

      CuriousJ, are you also using a sound bar or audio receiver? Please describe the kind of cables connect your TV to the cable box and sound bar/audio receiver.

      -Becky, Cox Support Forums Moderator