HD boxes dropping sound
MES
Newbie

Both my HD boxes (but not my DVR) have from time to time just dropped sound altogether.  Seems random, change a channel or access the menu and suddenly no sound.  With one turning it on and off seems to fix it. With the other box I had to physically uplug the box to get it to work again.   This, of course, after spending loads of time trying to figure out what was wrong with the speakers on my TV!! 

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42 Replies
Normie11
Enthusiast - Level 2

To ConcernedUser:

You are an Angel!!  Thank you so much for your post regarding the Fix for the Fios HD Sound Drop Off!!

After three years of total frustration with turning off and turning on my TV and so many fruitless calls to Fios Techs, your fix has worked!!

It has been about 20 hours and no loss of audio! I am afraid to actually say this for fear the Fios TV Gods may

come up with something else to screw up our lives!!

LOL

I have also attached your post (hope it is ok with you) to my most recent article today regarding this issue and given you the much deserved kuddos for your efforts that you so deserve to solve this problem and help us all in Fios TV Land to let go of our remotes!!!

Normie1

Normie11
Enthusiast - Level 2

Thanks so much for your solution to HD boxes dropping sound.  I tried your PCM solution and so far it seems to be working.

It mainly results in your own TV settings (in my case Hitachi) being changed to the PCM setting.

I too had tried explaining my problem to Verizon Fios technical support. They did try to help but in the end nothing worked. They suggested a new HD set top box but I had heard that most times that did not fix the problem.

My problem was mainly with the Bravo channel.  I would lose the audio everytime a commercial would end to connect back to the TV show I was watching.  Had to keep turning the TV off and on to reset.  Such a nuisance.

Hopefully everyone will see this message.  Ridiculous that Verizon will not try your solution and use this to help their customers stop this very annoying loss of volume problem!

joescableissues

I have the same sound issues and got all the same answers from tech support, I wanted to try to change audio output using the instructions given but I don't have a [Select Button] any other suggestions?

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Normie11
Enthusiast - Level 2

Use the OK button on remote and then select Menu after turning Set Top Box off to get to the White Screen of User Settings. But make sure to do this quickly after turning Set Top Box off as it will reset and turn the Set Top Box on again.

I had to do this several times to get to the white screen as Idid not do it quick enough. I think ConcernedUser post meant to say the OK button instead of Select on the remote as there is no Select button.

Hope this helps!

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jhhorowitz
Enthusiast - Level 1

With TV and STB on: press power then OK, then on remote press menu.  Change HDMI setting to PCM.  Then power up you're done!

Scazzino
Newbie

Thanks for the instructions on changing the hidden audio setting. Just upgraded to an HD box and had the same problem losing audio when changing HD channels. Changing the audio setting fixed it, thanks!

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sleepdoc
Enthusiast - Level 1

I was having the same problem with the exact same TV.  Just applied your fix.  Seems to work so far.  Thanks so much for this post.

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wingless
Newbie

I printed out your directions and tried it and it worked for me. It's a **bleep** shame that after 4 calls to Verizon tech support that they couldn't offer this remedy to the problem. I went through 2 boxes and multiple resets trying to get the problem resolved to no avail. Than you very much for not having your head up your rear ( like tech support) and passing this on to others

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Hubrisnxs
Legend

awesome post and great fix,  I'll be anxious to see if others can do this and get the same result you did.   KUDOS!

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spacedebris
Master - Level 2

@ConcernedUser wrote:

*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)


Actually, this rep had it nearly correct. The only error he had was the 720p. Verizon broadcasts up to 1080i. Other than that, he had it perfect. HDMI does use an intricate protocol. There is currently no universal standardization for HDMI yet so when Verizon updated HDMI to fix some issues with some TV's it breaks it for others. Until a universal standard is issued for HDMI, manufacturers will continue to use different protocols and cause incompatibilities. Component cables do not use this protocol. They will carry the 1080i resolution just fine. The only thing that HDMI does currently that the component cables do not are 1080p resolution (that Verizon does not use, only BluRay players use the 1080p so its a moot point here) and the HDMI will be needed for the 3d television. Again not available on Verizon now. So Component cables are the solution to this and all other HDMI issues.

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ortiz34
Enthusiast - Level 3

If this happens on my DVR I rewind it for a few seconds or change the channel and then change back and it comes back, no need to power off.

This is using an HDMI on a SONY TV

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heidihp
Newbie

I'm happy that some are getting some satisfaction by using an RGB cable, but we are looking at basic TV quality and I am VERY unhappy that I spent $1000 for a hi-def TV only to find that I have a choice of losing sound or watching basic quality TV. It seems to me that Verizon should be sending out targeted firmware updates. I had no problems before the last upgrade. If Verizon only sent out the last fix to those who were having problems, it would have made much more sense. I have not been as happy with Verizon's service as I had hoped I would be... now I'm angry!

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Hubrisnxs
Legend

@heidihp wrote:

I'm happy that some are getting some satisfaction by using an RGB cable, but we are looking at basic TV quality and I am VERY unhappy that I spent $1000 for a hi-def TV only to find that I have a choice of losing sound or watching basic quality TV. It seems to me that Verizon should be sending out targeted firmware updates. I had no problems before the last upgrade. If Verizon only sent out the last fix to those who were having problems, it would have made much more sense. I have not been as happy with Verizon's service as I had hoped I would be... now I'm angry!


take a look at the fix from concerned user. it doesn't involve using RGB cables and may help you out too.    Verizon is also putting out fixes to firmware, to correct verizon issues, their updates don't come out monthly though, they come out I think 3 times a year for real or major updates.  so the next one I think is set for june/july time frame.   If you're having this problem then try the fix that is listed by concerned user. it may help you. 

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Hubrisnxs
Legend

@spacedebris wrote:

@ConcernedUser wrote:

*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)


Actually, this rep had it nearly correct. The only error he had was the 720p. Verizon broadcasts up to 1080i. Other than that, he had it perfect. HDMI does use an intricate protocol. There is currently no universal standardization for HDMI yet so when Verizon updated HDMI to fix some issues with some TV's it breaks it for others. Until a universal standard is issued for HDMI, manufacturers will continue to use different protocols and cause incompatibilities. Component cables do not use this protocol. They will carry the 1080i resolution just fine. The only thing that HDMI does currently that the component cables do not are 1080p resolution (that Verizon does not use, only BluRay players use the 1080p so its a moot point here) and the HDMI will be needed for the 3d television. Again not available on Verizon now. So Component cables are the solution to this and all other HDMI issues.


I was pretty sure component cables did 1080p?    

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spacedebris
Master - Level 2

@Hubrisnxs wrote:
I was pretty sure component cables did 1080p?    

Well if you get down to the nitty gritty, then yes, technically it can carry the 1080p but in ANALOG. In order for 1080p to really be used to get the benefit of the higher resolution, it needs to be carried DIGITALLY. Otherwise it is such a miniscule difference. 1080p is much better than 1080i but only in digital format. The analog just cannot do it justice. And that is really the true difference between HDMI and Component. Component is analog and HDMI is Digital. In the lower resolutions, the difference in quaility is negligible. Its the high end that really shines with digital.

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rkogers
Newbie

I'm having exactly the same problem.  The last Verizon tech I reported the problem to said a recent Verizon set top box fix solved some problems and created others like our sound issues.  He offered to send me cables to bypass HDMI.  I would rather just have my set top boxes fixed.  If you have gotten Verizon to fix your set top boxes, please share with me how you did it.  Good luck.  Thanks.  Ron {edited for privacy}

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Erimar
Enthusiast - Level 1

Same problem here.  Random channels dropping sound.  If we turn off the tv and turn it back on, then the random volume outages will just switch to other channels.  We called tech support, and they said they hadn't heard about this specific problem, just that people had been having problems with very low volumes on channels.  First they suggested replacing the HDMI cable with component, but after being on hold for 45 min. a new tech said that wouldn't help.  They sent us a new box, same version, the 7100, which we set up today, and it STILL DOESN'T WORK.  Still getting random channels with no volume.  So, don't let them send you a new box because it doesn't make a difference.  Calling back tomorrow and will repost with any new info.

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taylorjs
Newbie

I talked to Verizon tech support last week and she verified that this was a bug in the 1.7.1 release. She said no ETA on a fix.

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Erimar
Enthusiast - Level 1

PROBLEM SEEMS TO BE SOLVED.  After calling tech support 3 times, and getting multiple answers, I finally seem to have gotten the right one, and it's too simple!  We had been told it could be the HDMI cable, but then told that wasn't it several times....finally, I got a tech on that convinced me to try RCA cables (all I had at the time), and so far, it seems that the volume is back.  Poor quality, but we're getting the component cables sent for free so we can get the highest quality sound.  I had also heard that the HDMI cables are the best, but was told that basically their only use would be for gaming systems that use 1080p.  If you have 1080i, then the HDMI cable is not necessary and you will get the same quality from the component cables.  They are the green, blue and red cables, and also a set of white and yellow go along with them.  Good luck!

taylorjs
Newbie

Mine are doing the same thing. This started happening after the 1.7.1 update...pretty sad.

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John_Stenger
Newbie

Same here. HD channels dropping sound when changing channels. Happened after the 1.7 update. Anyone heard anything on this?

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