The below information can help you identify and resolve audio issues that you may experience with your Xfinity TV service. If you’re still having issues, troubleshoot here. 
Buzzing, humming, static, intermittent sound
To troubleshoot this issue, first determine if the problem is occurring on one TV only or on all TVs.
One TV only troubleshooting
- Balance the box and TV volume:
- Access the TV Adapter's or TV Box's main menu.
- Select Setup.
- Select Audio Setup.
- For the Set volume to optimal stereo option, select Yes to automatically adjust the volume to the optimal level for stereo output.
- Note: If you select No, your current volume settings will be retained.
- It may be necessary to repeat this procedure several times.
- You can also press Mute on the TV Adapter remote or TV Box remote and try to get sound through the TV.
- If a DVD player or VCR is on, turn it off when not in use.
Tips:
- If the volume is controlled through the TV Adapter or TV Box, do not adjust the TV volume setting moving forward.
- If the volume is controlled through the TV, do not adjust the TV Adapter or TV Box volume setting moving forward.
- Always verify that the box and TV volume are properly balanced (especially when recording).
All TVs troubleshooting
Whether the problem occurs on all channels or just one channel, this issue may be caused by an outage. Please contact us so that you can report the issue and receive more information on when/how it can be resolved.
No sound on some channels
To troubleshoot no sound on some channels:
- Determine if the problem is happening on multiple TVs.
- If no, proceed to the next step.
- If yes, this issue may be caused by an outage.
- Please contact us so that you can report the issue and receive more information on when/how it can be resolved.
- Verify/disable the Secondary Audio Programming (SAP) or Multichannel Television Sound (MTS) switch for the TV, DVD, VCR or other connected device.
- Locate the device's SAP or MTS setting. This could be:
- A button on the device's remote (not the universal remote).
- For TV Adapters using the TV Adapter remote – press the LANG button.
- For TV Adapters using the XR2 remote – press the xfinity button, highlight Audio Preferences, then press OK to change the language preference.
- An SAP, MTS, Stereo/SAP, or Stereo setting in the device's on-screen guide or menu selection.
- An SAP or MTS toggle switch on the TV, VCR, etc.
- For SAP or MTS, change the setting to Off or Normal.
- For Stereo/SAP or Stereo, change the setting to Stereo or Normal.
- If you have multiple devices connected between the TV Adapter or TV Box and the TV, it may be necessary to check the settings on each connected device.
- Locate the device's SAP or MTS setting. This could be:
- If the issue is still occurring, verify the Default Audio Track setting on the video device guide.
- For TV Boxes:
- Go to the Main Menu.
- Select Setup.
- Select Audio Setup.
- Set the Default Audio Track to the desired language.
- For TV Adapters with an on-screen guide:
- Press the INFO button.
- Highlight Setup and press 5 or ENTER.
- Highlight Audio Setup.
- Select the desired language.
- For TV Boxes:
- If the issue is still occurring, please contact us for further assistance.
No sound on all channels
To troubleshoot no sound on all channels:
- Verify that no earphones or headphones are plugged in to the TV or any other connected device.
- Determine if the problem is happening on multiple TVs.
- If no, proceed to the next step.
- If yes, this issue may be caused by an outage.
- Please contact us so that you can report the issue and receive more information on when/how it can be resolved.
- Verify that none of the connected devices are muted.
- Determine if your TV Adapter or TV Box is connected directly into the television.
- If yes, proceed to the next step.
- If no, determine if you are managing the volume through another device (DVD, VCR, etc.).
- If you are not, proceed to the next step.
- If you are, ensure that the TV Adapter or TV Box volume is not muted and is at the desired level; otherwise refer to the owner's manual for proper audio set up and functionality.
- Connect the video device directly to the TV.
- If the issue is resolved, the problem may have been with the wiring or audio input selections.
- If the issue is not resolved, proceed to the next step.
- Verify that you are using the correct TV audio input. If the issue is not resolved, proceed to the next step.
- Reset the audio by pressing Mute on the video device remote.
- If the remote is programmed to control the television volume, it may have to be programmed to control the video device volume.
- If the issue is still not resolved, reset the video device by unplugging it for 30 seconds and then plug it back in.
- If the issue is still not resolved, please contact us for further assistance.
Audio doesn't match picture
To troubleshoot this issue:
- Verify/disable the SAP/MTS switch for the TV, DVD, VCR or other connected device.
- Locate the device's SAP or MTS setting. This could be:
- A button on the device's remote (not the universal remote).
- For TV Adapters using the TV Adapter Remote – press the LANG button.
- For TV Adapters using the XR2 remote – press the xfinity button, highlight Audio Preferences, then press OK to change the language preference.
- An SAP, MTS, Stereo/SAP, or Stereo setting in the device's onscreen guide or menu selection.
- An SAP or MTS toggle switch on the TV, VCR, etc.
- For SAP or MTS, change the setting to Off or Normal.
- For Stereo/SAP or Stereo, change the setting to Stereo or Normal.
- If you have multiple devices connected between the TV Adapter or TV Box and the TV, it may be necessary to check the settings on each connected device.
- Locate the device's SAP or MTS setting. This could be:
- If the issue is still occurring, verify the Default Audio Track setting on the video device guide.
- For TV Boxes:
- Go to the Main Menu.
- Select Setup.
- Select Audio Setup.
- Set the Default Audio Track to the desired language.
- For TV Adapters with an on-screen guide:
- Press the INFO button.
- Highlight Setup and press 5 or ENTER.
- Highlight Audio Setup.
- Select the desired language.
- For TV Boxes:
- If the issue is still occurring, please contact us for further assistance.
Additional information
Visit our Online Support Center to find common solutions.
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