AUDIO issues with FIOS
gcville
Contributor - Level 3

Sometimes after returning from commercial, the audio doesnt work for a few seconds and then it works.  What is causing this problem. the video keeps working ,but audio goes mute for some reason. Strange.

Also, the forum page doesnt seem to load for me very often and hard to post here.  Get some error message.

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LawrenceC
Moderator Emeritus

As this thread is now over two years old, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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_dot
Specialist - Level 1

linear pulse code modulation, i think

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gcville
Contributor - Level 3

yep. exactly what i was thinking ...linear pulse code modulation.. haha.

Um, I still experience some audio issues once in a while, but nothing horrible. I will monitor this and call in for support if i need to. Thanks.

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tns2
Community Leader
Community Leader

Could be one of the verizon inserted commercials.  If so it literally changes channels for some of them.

Networks also sometimes screw up coming back from commercials, so it could be the content providers problem.

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Normie11
Enthusiast - Level 2

Thanks so much for your reply regarding the Fios HD sound issues. I think I have finally corrected this problem thanks to an earlier post from ConcernedUser!!  I have posed it below again for anyone that is having the same problem of which there seems to be so many! I hope it helps..I made the corrections yesterday and for the first time in three years, no sound dropoff !!

Kuddos to you ConcernedUser !!  Can't believe that Fios Techs won't post or use this for their customers !!

Re: HD boxes dropping sound  POSTED BY ConcernedUser

I found the solution for mine.  I can't say if this issue is yours.  

My Problem:

Every so often when I changed channels, I would lose sound.  It seemed like it was related to HD channels, but I can't be sure.  I could temporarily resolve the problem by flipping through HDMI inputs, power cycling the TV, or power cycling the set top box.  But then the problem would occur again.  My impression is that this started or got much, much worse very recently.  This only happened with HDMI inputs, not component cables (but really, who wants to use them if you have a really good TV).

For reference, my setup is a Vizio VF551XVT, I have the HD DVR and also an HD Receiver, and I could replicate the problem with both set top boxes.

Solution:

I switched the set top box sound format to L-PCM from the default "Auto" setting.  I cannot assure you that this will fix your problem, but it did fix mine.  Here is how to do it:

There is a special setup menu that you can enter, that is NOT part of the regular set to box menu settings.  To get there:

Power off the Set top box.

Hit Select

Hit Menu

You will see a white screen and an all text menu called USER SETTINGS.  Use the arrow keys to move around.

Scroll down to a line that says "ADDITIONAL HDMI SETTINGS" and hit a right arrow to get into the next level of the menu

There is a sound setting called AUDIO OUTPUT It says AUTO  Scroll to it and change it to L-PCM.

Exit out of the menus, power the unit off and power it on again.

Rants

I called a number of times on this issue and let me count the things that ticked me off:

*One rep said they never get this problem

*One rep said I needed to update the firmware on my TV set

*Another rep said that HDMI uses an intricate protocol and device incompatibilities do occur.  He steered me to use Component Cables and assured me that I would not suffer image problems because Verizon only broadcasts in 720p anyway (neither was true, although component cables will solve my sound problem)

*I got the tip on the L-PCM setting from my TV manufacturer, but they did not know the exact keystrokes to enter the menu and suggested that I call Verizon to have them guide me through that screen.  But Verizon could not do it.

*The Verizon set top box documentation also lists the wrong keystrokes to get into the menu.

*The Verizon set top box documentation also does not show the menu option that fixes the problem.

When I finally figured this out I called Verizon and asked them if there was a place I should submit the proposed solution.  They said there is no place to do that!  Can you believe that tech support people have no way to send in new solutions? WTH!??

So thank you Vizio and Verizon you have some work to do!

Gracie31
Newbie

Thank you so  much, should have searched for this months ago.  After I watch the DVR for a couple of hours all of a sudden I fast forward and when I stop there is no sound.    Verizon claimed I needed a new set top box and if that didn't work I should change the batteries in my remote.

Should have remembered that users know more than the companies.

Thanks again!

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Sgcrooks
Newbie

I have two main dvr "brains" and 3 boxes mirroring those. Only one tv with the main dvr was experiencing audio skips. It was as though someone was intermittently hitting the mute button! Pretty frequently too. Very annoying! Ironically it began right after I purchased a new tv so of course I assumed it was a defective "Samsung" tv and returned it. Found a better deal on a larger toshiba brand st a different retailer and it STILL happened!! So I called Verizon. Went through ALL the troubleshooting steps. Switched out HDMI cables etc. finally they sent me a new main DVR Receiver. Sucked because I lost my stored programs I was saving to watch as these don't go to the "cloud", only your series manager fyi. Well, it still happened!! I messengered fios and they created a help ticket and got me a technician the next day which was actually Sunday which was impressive. She switched all outside wiring which was really old. Put a new box outside. Said that should do it. Well it's still happening. I'm beside myself. I just checked my tvs settings and switched the audio output to that pcm or pcl setting forget which was just mentioned and in fios setting changed audio dynamic from heavy to off to see if that helps. I pray it does. I pay a small fortune for my fios. It needs to work. 

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CRobGauth
Community Leader
Community Leader

Have you tried swapping boxes around and see if the issue follows the TV or the box?

I assume you are going straight from VMS to TV (no audio receiver or soundbar in between)?

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gcville
Contributor - Level 3

My problem had nothing to do with changing channels.  Mine was when it changed to commercial or came back from commercial ..on the same channel. They did a reset and i think it is okay now. They said the reset wouldnt change any of my settings, but it wiped out all my favorites and i had to rename the boxes so they should tell you that.

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tns2
Community Leader
Community Leader

@gcville wrote:

My problem had nothing to do with changing channels.  Mine was when it changed to commercial or came back from commercial ..on the same channel. They did a reset and i think it is okay now. They said the reset wouldnt change any of my settings, but it wiped out all my favorites and i had to rename the boxes so they should tell you that.


Note the Verizon Inserted commercials are not part of the broadcast feed and Verizon switches to their own feed which may not be the same type audio (DD vs PCM).  As I mentioned literally broadcast on a seperate channel that comes to your house.  If you have qam tunner in your TV you can actually view these channels.by connecting your tv to the your FIOS COAX cable.

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tns2
Community Leader
Community Leader

Sounds like its the Inserted commercial problem then.  If the Commercial is not in Dolby digital but the channel is (or vice versa) than it take a few seconds to correct.  Changing to L-PCM removes that switching.

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gcville
Contributor - Level 3

oh sure, changing to L-PCM fixes that. haha um, how do we do that? What does that stand for??


@tns_2 wrote:

Sounds like its the Inserted commercial problem then.  If the Commercial is not in Dolby digital but the channel is (or vice versa) than it take a few seconds to correct.  Changing to L-PCM removes that switching.


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_dot
Specialist - Level 1

3 posts above yours the poster gives instructions on  accessing a hidden   "additional hdmi settings" menu on his vizio stb in order to change the audio from "auto" to "L-PCM"........i'm guessing  you don't have the same brand ?

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Normie11
Enthusiast - Level 2

I too am having the same audio issues for the last three years! Fios sent me two different boxes when I first reported the problem. Thorough waste of my time. Neither box changed the audio problem. To add to my frustrations they tried to charge me for one box saying I had not returned it when I actually had returned both boxes within the 30 day alloted time frame. I have read over the years it is definitely a Verizon Fios problem which Verizon will not address. Thousands of people are complaining about this issue. Some say it started with an upgrade that Fios did years ago. I tend to agree as the first year I had Fios I had no problem. They also try to blame this issue on your TV but that is their excuse as most of the techs know this is a true Fios issue which their company refuses to address so they try making us think the problem is at our end! Completely frustrated as the only fix is to constantly turn your TV off and then on again. Lots of friends and relatives all complaining of this same issue!!

My last resort is to contact the FTC and document all the problems Fios customers are having with these sound issues.

If everyone does this we may see a quick fix by Verizon to finally do something about these HORRIBLE AUDIO ISSUES!!

Look up FTC online and then complaint area and report this issue! Let's all work together to fix this problem as Verizon doesn't seem to care!!!

PASS THIS ON PEOPLE!!!!!!

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