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Survey on sound problems with Cisco DVR

We live in Northern VA and got FIOS in mid-April, an upgrade from antenna TV & 1990's DSL. We have had constant problems with sound on WETA HD (channel 526). As new subscribers, we received Cisco STBs.

I have identified at least two other people on this forum with a similar problem on the same channel and others who have reported audio or other problems with the Cisco DVR STBs. At least one person on this forum reported solvng the problem by getting his Cisco STBs replaced with Motorola boxes.

Our specific problems are:

1. Sound frequently missing when tuning to 526 (WETA HD). Sound is fine on the non-HD channel. Can sometime be restored by bouncing back and forth to other channels several times. The sound is fine on the non-DVR box in the house.

2. Sound missing from some recordings on that channel.

What we've done to fix it:

1. Replaced the DVR STB

2. Replaced old RG-59 cable that fed boxes with RG-6. Technician checked signal strength and it was OK.

3. Reset boxes several times

4. Swapped the two boxes in the house - problem stayed with DVR STB. (For the record, one TV is HD and uses HDMI, the other is an old analog CRT using composite video & L/R audio feed)

5. Was told of a reported problem that was resolved by pressing the "pause" button - that did not work.

Verizon tech says they've referred this to video engineering for troubleshooting but I have not heard anything since then (two days). Since they seem to be treating this as an isolated problem I'd like to see if it is or if others have similar problems that might alert Verizon to the breadth of the problem and/or to other details that might help them in their diagnostics.

If we're the only people with the problem maybe a third DVR STB might solve it. If enough people report the problem here, maybe our combined report might get it resolved. As we're getting down to the 30 day full return limit I'd like to make a decision quickly.

Thank you for your help and responses.

Comments

jstcyrjl

I live in Massachusetts and also have the same problem. My TV downstairs is old not flat screen with the cisco DVR you mention and constantly lose voice on whatever channel I listen to. If I move one channel up or down voice is there but if I go back to same channel it is not there. Have shut tv off and one no help if I leave it off for awhile it comes back at some point. This is very frustrating and never had this with Comcast. Getting a person to talk to is frustrating. I also noticed there is a pulsing sound when the voice goes off.

Did you get any resolution to this?

My TV upstairs is flat screen and has had it on occasion but not often.

Metaphor1

My new Verizon Fios TV service was installed in early April and I am also experiencing audio problems with the Cisco DVR. When listening to music channels, there are times when we get signal interruptions every few seconds...The music stops and then resumes regardless of the channel. Resettng the Cisco box and/or router does nothing. When we watch HD movies that transmit in surround, the audio level fluctuates to the point where we need to constantly raise and lower the sound settings. ....very, very frustrating. I have contacted the Verizon support dept and discussed these problems and also requested feedback on how best to use the Stereo vs. Surround settings in the audio section of the main Menu. No one could provide useful insight on either topic and suggested waiting for the next s/w update?? I am within my 30 satisfaction window and hope these issues get resloved.

Metaphor1

Update: I have reset the Dynamic Range setting from "heavy" to "none"....seems to have reduced the audio interruptions.

newtmo

I have a Cisco 435HDC DVR box and a Samsung smart TV using FIOS. I frequently have no audIo on WETA 526, and the new 474 (WETAUK). I can get sound on channel 26 when this happens, sometimes. Recorded programs have no sound when this happens. I emailed WETA about it and they suggest something is wrong with the TV itself, but it does not happen on other channels(?) and resetting does nothing. I called Verizon and they told me that it could be a cable connection problem....if the cable is at all loose, I could lose some reception...what(?)...everyhting is as tight as I can make it. Just this morning, when I turned on the system there was no sound on 526.or 474. I changed channels randomly several times and audio came back when retuning to 526. I'm assuming that it must be the box. Has anyone had luck with getting a new box form Verizon?

snjnova

Same problems we had. I filed a complaint with our.county cable office and they filed with Verizon. That somehow got the right attention and eventually they swapped our Cisco boxes and gave us Motorola. So far as I can tell thet's the only fix that works. Eventually Cisco might figure it out but who knows when? Call and keep asking for a supervisor. Call billing and tell them you're changing to another company? I don't know what will get the, to swap but so far that's the fix.

shymedq1

Hi how were you able to get motorola boxes? I seem to be unable to get any support on this matter.

snjnova

As I said in my earlier notes, I think I got attention by filing a complaint through my county. Am not sure what else will work. Call their billing office and threaten to deduct a portion for non-delivery of services? File a complaint with the FTC and BBB for fraudulent business practices? Call the people at your local paper or TV station that do consumer-oriented features? I wish I could help but don't know what else to suggest. The other data point I can toss out is that a friend using another cable company has the same problem on WETA UK. She has a box from Scientific Atlanta, which was acquired by Cisco. So it's definitely a hardware issue and nothing to do with the cable company - other than they're the ones who select and provide the STB.

Comedy

I've had FIOS about 2 months and have have a couple different audio problems.

Seems to me the primary issue is with the Cisco Box and varies with the type

of HDTV one has:

1.)My STB audio control does not work! It's either on or off at zero.

2.) I get an audio 'flutter/ cut out' on the TV occurring during the switch from HD to SD

when a program goes a SD commercial especially..

In my situation, pressing the mute button on then off corrects the issue until next time.

which could be several times per day. This does not happen on my SDTV.

3.) Music Choice at times, cuts in/out or distorts on some channels.

I believe the FIOS video adverts have some thing to do with that.

I can't say I'm thrilled with these issues although they are managable unless/until

they get worse in the future. I had Directv before but they had their own uniques issues.

I wish Verizon would own up to the audio issues and quit their 'gee that's a new one'

work around dance.

Comedy

prisaz

I have CHS 335 and 435 on both Samsung and Vizio over HDMI and have not experienced any audio issues for over a year.

Comedy

Lucky you are.. I had no problems with my Vizio when I had Directv The problem occurred with FIOS and the Cisco STB because there is no setting for PCM sound only. The default is auto so the TV doesn't handle the HD/SD 'handshake' too well. So it's combination of the STB box setting(or lack of) and the sound card in the TV. It's an intermittent problem. Vizio picture is superb though. Comedy

prisaz

Please address the audio issues with Cisco HDMI since there are no hidden user adjustable settings for that hardware.

VOTE HERE.

http://forums.verizon.com/t5/Share-Your-Ideas-with-Verizon/idb-p/ideas/tab/most-recent

Note here HDMI likes and uses LPCM. AC-3 is dolby digital. There needs te be a handshake and conversion, and here lies the problem.

http://en.wikipedia.org/wiki/HDMI

I suggested, and it has been brought to Verizon's attention is regards to the PCM, LPCM, and AC-3. And the Cisco not having the user adjustable hidden settings. They should be adjustable in the Settings under Audio, Auto, AC3, LPCM. Since they are not adjustable in a hidden menu with Cisco. But I believe the issues in HDMI is based on LPCM. I am not sure if this was posted as an idea for the Cisco hardware. But it is known that there is a hidden diagnostic menu on the Cisco, but no hidden user settings, such as found with the Motorola.

Add this Auto, LPCM, AC-3 setting to the visible Cisco user menu.

Interesting information about HDMI and LPCM.

http://en.wikipedia.org/wiki/Linear_pulse_code_modulation

Interesting Info regarding AC3 and Dolby digital. Now it looks as if the conflict stands with the HDMI standard being LPCM, and some media standard being Dolby. How is the STB or TV supposed to handle that. I have heard some have used a fiber cable to resolve the issue.

Interesting info RE: Dolby AC3 and HDMI conflict. Handshake issues.

http://en.wikipedia.org/wiki/Dolby_AC-3

I will bring this up in the ideas section. It had been discussed previously, but now seems to have become a larger issue.

Just fix the img or HDMI firmware. If that can not solve the issue, than provide manual settings.

jimf233

I have been struggling with this exact same problem with the same channel, WETA, Channel 526 HD. I too have a CISCO HDR box and a Cisco non DDR standard box. We have tried box replacement,and box resets, without permanent results. I am now being passed around from tech support to customer service and back as Verizon personnel try who don't know how to respond pass me on. Most recently I read in this forum of a person who said the problem was fixed when they switched to a CISCO box. I called technical support to get a Cisco box replaced with Motorola. They said they couldn't do it and to call customer service, who said the same and sent me back to Tech Support. Finally I got someone to process and order for two Motorola boxes to replace the two Cisco boxes. They were promptly sent via UBS. Imagine my surprise when I opened the boxes and found they were Cisco boxes again. I call Customer Service who sent me back to Tech support who now tell me only Cisco Boxes work in my area, and that other FIOS areas use Motorola. I seriously doubt this store at least one other in this area apparently got a Motorola box, and also its hard to imagine that Verizon would not require their vendors to supply equipment compatible with a single standard. The next step is a technician visit next Tuesday.

Have others in northern VA experienced this problem and found a solution?

jimf233

i finally got Verizon to send out a very capable technician and had the good luck that WETA UK was being received without audio on my Cisco DVR box when he was here . The video and sound were coming through on the non DVR cable box but only the video was being received on the DVR. He carefully checked out connections, signal strength, etc without finding a problem. He then disconnected the Cisco non DVR cable box and connected it where the DVR box had been and both audio and video were ok for that station and others. He finally agreed to replace my Cisco boxes with Motorola boxes and the problem was solved. This was a very experienced tech, and he had not seen the problem before so there may be a very small number of us having the problem. It would seem it is the result of an interaction between some stations, including WETA and WETA UK in northern VA, and the hardware in all or some Cisco DVR boxes. If you are having the problem you will need to fight to get Motorola boxes for they do not want Verizon to use them now for whatever reason.

dan1231

We also live in No.VA., but Verizon has never installed FIOS in our building. However, we do have Cox Cable and recently got dvrs, Cisco Explorer 8642HDC's. We immediately began experiencing the types of problems described below. We regularly experience a missing audio channel. This appears on HD shows, OnDemand programs, and regularly occurs on particular commercials. We regularly experience one commercial out of a string of commercials missing the main voice over channel, while playing the background sound channel. While i have been writing this there was a series of 4 commercials, 1. Smart car; 2. IPhone 5; 3. Scrubbing Bubbles; 4. Amazon Kindle; 5. CheapOAir. 1. and 3. lost the main audio channel but the background sound effects and music sounded normal. 2., 4., and 5. sounded fine with both channels.

epstewart

I had the same problem and reported it as the original poster in another thread. A week or so ago, sometime around Oct. 1, the problem with missing audio on WETA UK, ch. 474, and WETA HD, ch. 526, stopped happening. I don't know why. I haven't changed a thing. My Cisco DVR box seems to have the exact same software it has always had. Maybe WETA changed something in its digital signal origination. Maybe Verizon changed something in the way it packages the WETA signals. Anyway, the problem seems to be ancient history now.

cece491

Check this thread out. People with the same issues. It seems the audio on PBS 474 and 526 has been corrected -somehow(??):

http://forums.verizon.com/t5/FiOS-TV-Technical-Assistance/Audio-sometimes-missing-on-favorite-channel/td-p/401325

Music Choice is, and has always been a problem for me from DAY 1 on the Cisco STB. What a piece of junk this Cisco "equipment is!! I NEVER had any issues with my old Motorola STB. But I moved and VZ switched it out with this Cisco JUNK.

I have had 5 or 6 technicians come out, replaced the Cisco STB twice and NOBODY can fix the Music Choice skipping problem. Not even the "geniuses" they have working for them India.

I have tried every Setting: Settings / Audio / Dynamic Range / (change to "NONE") --- Nothing works.

I wish I had NEVER switched from Direct TV. Also NEVER had any problems like this with them and their music stations are many more and far superior to FiOS.

Sorry, but just chalk it up to Verizon buying CRAP equipment (probably on the cheap) and passing off on to their customers to save VERIZON $$$$.

If you ever do get your Music Choice issue fixed, please post. Sorry I could not be of any help, other than venting my frustrations with this Cable Provider who is obviously way in over their heads. They should have stuck to telephone service ONLY.

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