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No Dolby Surround from Motorola set-top box

For the last week or so -- roughly since the debut of the new FIOS guide -- my set-top box is no longer giving me dolby surround 5.1 audio on HD channels. I'm only getting stereo.

I always got 5.1 dobly digital sound before. I get 5.1 sound from my other sources (e.g., XBOX 360 and DVD player), so there's nothing wrong with my audio system.

I emailed customer support -- and got an answer -- after 4 days! -- saying

"We are unable to address technical support or repair issues in this department and our Fiber Solutions Center cannot respond to you through email communication.You can chat with our Online Technical Support team by visiting our FiOS Technical Support site at the following URL: http://www22.verizon.com/content/contactus/contactus.htm But Live Chat is not available! Grrr!

I've tried calling Tech Support -- but have twice been on hold for more than 25 minutes without ever speaking to a human.

Immensely frustrated!

Comments

KH-OrnEsh1

KennyF,

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

Kenny25

Hi ornahp.

How long will it be until an agent contacts me? I had hoped it would be today, but that doesn't seem likely.

Perhaps it was too much to expect someone to reach me on a holiday.

I look forward to hearing from someone tomorrow (Tuesday).

Thanks so much for your help.

PistolPete13

Hi Kenny,

It's possible the 1.9 update reset the audio setting of your box. Check the following by bringing up the menu on your remote

Menu -->Settings --> Audio format -->

Surround

Stereo

Mono

For 5.1 support, you should see an "OK" next to surround.

Even if it does show and OK, toggle it to stereo and back to surround then save/exit.

-Pete

Kenny25

Great idea, Pete, but it didn't work. Any other suggestions? Thanks! k

Anthony_VZ

Please go to MENU > CUSTOMER SUPPORT > IN HOME AGENT > SET TOP BOX AUTO CORRECTION . This fixes most problems the boxes encounter. If you are still having trouble, please send me a private message.

Kenny25

Hi Anthony.

I had tried STB auto-correction before, and it didn't work then.

It didn't work now either.

The problem is still there.

Any other ideas?

Thanks....k

Jeffro

I have the HD DVR and have the same exact problem. No 5.1 Dolby Digital on HD channels, only stereo. I am using HDMI out. Anyone have a solution? Have tried all of the above, including rebooting the box and using auto correction.

Anthony_VZ

What type of Audio cable are you running to your surround sound system?

Kenny25

Hi Jeffro.

The only solution that worked for me was to run an additional digital audio cable out from my Verizon set-top box.

I do not know why the HDMI cable-only solution can no longer send a Dolby Surround signal. It worked fine for years -- until this recent upgrade from Verizon messed things up.

Very frustrating!

Jksinfl1

I amhaving the same problem with the same box. Glad to here that other people are having the same problem.

patrickpiteo

Turn off audible alerts then reboot your stb.5.1 Dolby will comeback. Keep audbiable alerts turnoff. The last update messed 5.1 up with it turned on.

Dsalz

I am having the same problem. Doldy digital is no longer available. When I follow the steps to confirm surround mode nothing changes. Has this been resolved? How do I get back to Dolby digital?

PJL

@Dsalz wrote:
I am having the same problem. Doldy digital is no longer available. When I follow the steps to confirm surround mode nothing changes. Has this been resolved? How do I get back to Dolby digital?

The solution to this problem is given in the post just before yours, and there is a separate thread that discusses this problem.

Dsalz

Turned alerts off and rebooted. Same problem. No Dolby digital.

tingaling

Are people still having this issue? I know I am. I have had no Dolby for a while now.

I have searched the internet and tried the following various "fixes". None worked

Motorolla 7232 connected via HDMI cable ver 1.4 to Reciever

-Disable audio alerts , reset STB

-Make sure Surround sound is enabled

-Hidden menu and set sound to either LPCM / PASSTHROUGH (both did not work)

Anyone else having success?

newpixel

Ah.... Thanks for this post. I thought my stb was sending a surround signal when it wasn't. Going to the backend menu fixed my issues. Set it to pass through.

Setup is stb, hdmi out to tv, optical out to wireless headphones.

Thanks again!

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