New Contributor
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1 Message
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.
ColleenD
Moderator
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1.7K Messages
3 years ago
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
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CuriousJ
Contributor
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68 Messages
3 years ago
Similar problem but only on the music channels!
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baugus2
New Contributor
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1 Message
2 years ago
Ours cuts out too. At first it was just after releasing a pause. But now it is every few minutes. Very frustrating!
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DAStead
New Contributor
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1 Message
2 years ago
Ours started two days ago. Audio only drops out on recordings. Happens on every recording. Doesn't happen on live TV. Happens on every Contour Device. Reset cable modem. Disconnected all cables between Contour devices and TV's and rebooted Contour devices. Reconnected devices and still have issue. It makes watching recordings unbearable.
Samsung 4K HDMI Contour receiver
Vizio HDMI Contour box
Samsung UHD HDMI Contour receiver
Samsung UHD HDMI Contour box
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JESinFC
New Contributor II
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9 Messages
2 years ago
I know this is an older post, but I've been scratching my head for weeks trying to resolve this issue. The sound only (not video) would drop out intermittently for 1-3 seconds randomly, but more often during transitions between commercials and when returning to normal programming after commercial segments. I have a new Samsung QN95B Neo QLED TV and Samsung Q800 Soundbar with a Cox SCXI11BEI wifi cable box. All are connected by HDMI 2.1 cables. The TV detects and selects HDMI-eArc signaling between the devices as expected.
I finally landed on a setting in the TV sound options that has resolved the dropouts completely. In Samsung its under SOUND --> Expert Settings --> Auto Volume (On or Off). It was set to "On" when I had sound dropouts. I set it to "Off" and voila no more sound dropouts. If you have a Samsung TV, check it. If you have some other brand there may be a similar setting.
It seems that this setting, when On, causes the TV to try to detect volume differences and adjust them automatically. I assume this is to try to alleviate the volume difference between commercials and programs. Seems that in my case this setting has the side effect of causing the annoying dropouts.
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