5.1 Audio Fix Implementation – Your Feedback Needed

[ZinkDude]

I tried hooking the optical cable up and using component for video, thereby getting rid of HDMI - NO DIFFERENCE.  , as I suspected.  AT&T tech told me to just use Stereo mode, as even he does at his home.

Oh well.  I'm making the call I dont want to make - Hello Cablevision.

[tommysaurusrex]

I finally chatted with a Tier II tech and he was the first to admit that AT&T was working on a solution. Really? I'm an engineer that has some experience in the tele-com industry and I don't recall ever having years to solve a problem.

He told me that the only know solution was to use the component audio until engineering solved the problem. I would love to spend some time with the guys working on this problem. I'll bet they are all PR and Marketing types. If they'd divert some of the millions allocated for advertising the problem could be solved in a few weeks.

I thanked the tech for his honesty and signed off.

[PJAndrews]

I am in the Orange County/LA market and have had Uverse for just over a year...Experienced the audio drops since install...went through all the usual steps after discovering this board...new STB, DVR, RG, cables etc.

My opinion is that after the most recent attempt to fix the problem with a software update (or whatever they tried last August) it was discovered that the only way to fix the problem is with a hardware upgrade, which I believe will be much too expensive.

While there are many of us on this board complaining...there are many many more not complaining or don't even know this problem exists.

Face it...we are in the minority...I do not believe there will ever be a fix...I doubt they are even working on one.

PJAndrews

[RCSMG ACE - Master]

Ok

[ZinkDude]

I work in the financial industry, and I am going to make sure the investor relations knows about this and I am going to make sure the 5 or 6 hedge Fund managers I know that cover the tech sector know about this issue.

[RCSMG ACE - Master]

It would be great if notifying them would get this issue resolved.  But it would tend to follow that ATT knows about and is working on a way to resolve this issue.  It has been happening to lots of subs, some who have posted here, and even more who have not.  It is in ATTs best interest to resolve it asap. 

I don't know what it would take to work this out.  IPTV is so new, and the hardware/software issues that have surfaced since Uverse was launched could be quite daunting.  IMHO.  They (ATT) have posted a list of recommended receivers that are compatable with UV, and that could also fall under the YRMVV category. 

Don't take this reply as a "I think reporting this is useless" reply.  This is just a thought.  Because if you notifying those individuals gets this issue resolved.  More power to you.

[ZinkDude]

I think the point is, from an engineering perspective, this cannot be the most difficult thing in the world.  If a high level executive really wants this  fixed, it will get fixed.  If there is no pressure from the top, nothing will happen

[smurphy6]

I am in the Atlanta market and have had Uverse for about 8 months.  This has always been a problem.  There has been a change in the behavior over the last several weeks that I have noticed.  ESPN is still horrible.  There are brief sound interruptions every 15-20 seconds.  The local channels are much better.  HBO seems to be OK although I do not watch it very often.  Live sporting events are the absolute worst on any of the ESPN channels.  Live events are an issue at times, although seems to be better, on local channel live events.  I assume that the proposed "fix" has been rolled out to all channels at this time?  If so, it is not working.  Bottom line is at times, some channels are good and, at times, all channels can still be bad.

[texasguy37 ACE - Champion]

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ZinkDude wrote:

I think the point is, from an engineering perspective, this cannot be the most difficult thing in the world.  If a high level executive really wants this  fixed, it will get fixed.  If there is no pressure from the top, nothing will happen

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I doubt that a fix is as easy as what you make think.  Since you work in finance and not development or engineering, I can understand why you may think that way.  If a fix was that easy, the issue would have been resolved by now.  Why would AT&T subject themselves to all the complaints, threats, etc. over such a long period of time if the issue was so easily fixed?

[PJAndrews]

RCSMG - You say that it would be in Att's best interest to resolve this and I agree. I also agree that Att knows about the problem...but you also say that it would tend to follow that they are working on a fix. With all due respect I am not convinced they are...techs who have been contacted don't even know about the problem unless pushed...and then only if they are pushed hard enough. I have contacted support on numerous occaisions only to be told that a note has been made and passed on for further review. Others who have complained are given freebies to get them off the phone...IMHO...not because ATT acknowledges a problem. Over the past few years I have read many explantions of why the problem exists...some make a lot of sense...others not so much...This particular thread was started back in August of 2010 and basically supercedes a multiple page discussion in the equipment board that dates back a few years.

With the resources available to ATT over the years this problem has existed, I believe ATT, Dolby Labs and Microsoft have been working on the problem, I also believe the problem has been identified and a "fix" determined...once again IMHO. I now believe the determined fix is not something that can be accomplished with a software or firmware upgrade (evidenced by the first and subsequent post in this thread by Wd0423 regarding a "fix") and updated hardware is necessary to correct the problem...hardware that may be too expensive for Att to replace.

[smurphy6]

I think someone hit it on the head earlier.  They are trying their best to solve a hardware problem with software.  Companies do it all the time to avoid the high cost of a retrofit in the field.  I work in engineering and these types of problems can usually be resolved easily if money is no object. 

[texasguy37 ACE - Champion]

I think everyone should go back and re-read the message below that was posted in this thread by the U-verse engineer about the August 2010 "fix":

I want to be clear that the upgrade we're putting in place should improve your 5.1 experience but it will not completely eliminate all incidents of 5.1 audio discontinuities. For example, I still experience perhaps 2 to 3 5.1 dropouts per hour when watching 5.1 content. If you're experiencing more than that on a consistent basis, e.g., program to program or accross channels that we've listed as upgraded, please let us know. You should not be experiencing that.  If I have the STB set to Surround and watch an HD channel pumping out 2.0 audio, I usually end up having to set the STB to Stereo. We know about this problem and are still exploring how we can improve this experience.

As always, thanks for the feedback you all are providing here.

Regards,

http://forums.att.com/t5/TV-Programming/5-1-Audio-Fix-Implementation-Your-Feedback-Needed/m-p/203237...

[spd2demun ACE - Master]

It may be hard to believe, but there are still people who don't have fancy sound systems, so this does not effect everyone.

SomeJoe7777 explains the issue in more detail here, and I think he's the one who actually pinned this down and got ATT to take a look.

[desmo907]

I have contacted a friend at ATT (though not sure he can do much).  I worked for Bell Labs many years ago.... wish ATT would ask them

As I mentioned prior, the problem seems random.  E.g., I watched a FOX football game last month or so that worked perfect in 5.1 audio but then the commercials skipped so I suspect it was correlated not only with the channel but also the source of the programming.   I have not timed the interuptions as they appear right away and after a minute or so I am forced to set to Stereo or change the channel.

Again I did get a CS tell me they are aware of the issue and give me 3 months free of HBO but I cannot enjoy it in 5.1 audio.  Besides there is junk on those channels for the most part anyway

I just wish ATT was up-front about this as I may have not got U-verse (and may cancel). Even the tech who installed me had me set up with optical cables to enjoy the 5.1 (though we never really tested it so we never witnessed the issue when he was here).  However he must not have been aware of the issue (seems many are not and some seem misinformed that the cable can fix the issue). 

And the HD quality is worse than Dish  Network and i have recalibrated my TVs.

[artim1]

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I think everyone should go back and re-read the message below that was posted in this thread by the U-verse engineer about the August 2010 "fix":

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Good thing that Texasguy put fix in quotes.  There is no fix. The August posting was meant, as always, as just a delay tactic.  And as always...the furor over this problem grows and there is some kind of response from ATT tech. And we wait. The supposed 0/4 profile fix, the latest attempt to quiet us, was not anywhere near a solution.

In that sincere yet unreliable August 2010 posting, we're told to contact ATT if we experience any more than a handful of drops per hour.  Why should that even be acceptable, given the price of Uverse?  How about 16 drops in one minute?  That is what I counted last night on MSNBC HD in what is a record number of these drops. I was stunned. 

Contacting ATT does no good.  The excuses, the professing of "this is the first I've heard of this problem"....the suggestion to use analog cables, or use stereo instead of the surround option that was touted to get us to sign up...and finally the audacity to suggest we purchase new receivers when it is THEIR equipment.  Corporate ignorance at its worst.

I think the responses in this thread are more accurate...ATT won't invest the money to truly investigate and solve the problem.  Many of the ATT responses are indeed probably PR/marketing, and not from tech.

And yes, some of the ATT members {keep it courteous} here aren't listening through a 5.1 system, but only through the TV.  Of course they aren't concerned---except the occasional sneer or with feeble attempts to counter the customer's comments and logic.

So tech...or PR or marketing...if you're reading these posts...what's the latest "fix" ?

[RCSMG ACE - Master]

If the fix requires the issuing of new hardware it will probably be accompanied with a cost to all or to those subs who want the new hardware.  IMHO  Seeing that this issue has gone on for so long without a resolution that satisfies subs in one region of the country.  A software fix for a hardware problem seems unlikely.  That being said if new hardware is rolled out everyone won't be satisfied because of the possibility of costs for the hardware or overall increases for the service.  People not satisfied with how fast the equipment is rolled out or what region got it first.  Technical issues with the new hardware and the speed and or accuracy of the techs to get the issues resolved.  And don't leave out the deals that would be broken because of consequences that we (the subs) would have to deal with due to the rollout of new hardware.  IMHO  But then again the 5.1 audio issue would/could be resolved.

[ZinkDude]

I'm actually a computer programmer, and I know that when enough resources are put towards a problem, it gets fixed.; sorry - this was met as a specific message reply, not a general forum reply.

[PJAndrews]

ZinkDude - Well said...Thank you. I I cannot believe that any Att executice or manager with any influence is experiencing this problem. Can you imagine the response during a super bowl party hosted at one of their homes when asked why there is no 5.1 DD surround sound? Probably goes something like this..."Yeah it's been a problem for years now and and our engineers can't find a solution." Or may-be they would be watching on Dish or cable and not have to explain why the problem still exists!

[artim1]

Just found out some interesting information about the audio drops this morning. An ATT equipment box is located about a block away, and while out on a walk I noticed an ATT truck with "ATT U-Verse" on the side.  I asked the driver if he was aware of the audio dropouts with HDMI.  He said yes, and that he'd answered a few service calls because of that.  I asked about a solution, and he said in his opinion, it was a hardward fix...not a software fix....and he didn't see a solution coming anytime soon.  I asked why the subscribers were told about the 0/4 'fix' and suggestion to use analog cables, etc.  His response was "I have no idea". 

And he suggested to use stereo instead of surround. Of course. He has to do the same thing in his home.

So to the ATT supporters on this thread...there you have it. Please stop telling us that another software 'fix' is on the way and to be patient.   According to this guy...ATT UVerse and 5.1 might as well be considered incompatible until new hardware comes along.   And I think we all know how anxious ATT will be to foot that bill. Just pathetic.

[jasonshurb]

I got this "awesome" 0/4 fix as I am 400 ft from the DSLAM, and not only didn't it fix the audio problems with my quite impressive main theatre setup, it now has added the added the problems to my standalone televisions connected with a mere HDMI cable and using only the television's speakers.  Thank you so much AT&T, you really have no idea what you are doing.

[texasguy37 ACE - Champion]

The WAN Profile of 0 SD/4 HD is a video profile, and it has nothing to do with an audio fix.

[desmo907]

Maybe i am not tech literate enough but why would analog (RCA?) cable matter for 5.1 audio?

I just change over to Stereo mode (using HDMI).

I assume that without digital-coax, optical or HDMI I cannot get 5.1 audio to my receiver from the STB anyway...or can one get 5.1 signal via analog/RCA cables?

On another note, AT&Ts reputation is tarnished with me and others because of this issue.  So, AT&T save yourself some stamps and quit mailing me promotions for your cell phones as I will never switch given this experience.  And forget me recommending this service to anyone else. I had 2 others on my block that were interested and i was the first and now told them of the issue. As a result they are staying with cable. 

Word travels fast AT&T even without the internet!

[ApexRon]

I have read through the posts for the previous few days and suffice it to say most that use Surround Sound with a HDMI interface have issues. And overall, the consensus is that the Surround Sound issue could be minimized or even resolved with some type of action taken by ATT. However, there has been inconsistent information regarding ATT's awareness, willingness, or schedule for a fix rollout. And I believe that is because we are all dealing with ATT as individuals over a period of many days and months. So how do we ensure that ATT takes notice and provide subscribers to UVerse with an official notice of their awareness of the Surround Sound issue and a plan to resolve? What sort of peaceful, unified action can we, as a group, take to have ATT take notice?

{Mod. Note:  As per the Commuity Forum guidelines the Forum is not a venue for discussion of legal matters.}

[RCSMG ACE - Master]

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ZinkDude wrote:

I'm actually a computer programmer, and I know that when enough resources are put towards a problem, it gets fixed.; sorry - this was met as a specific message reply, not a general forum reply.

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How could we know?

[jasonshurb]

I am very well aware; however when you get the 0/4 video profile, you are also getting a firmware flash, which includes other things as well (e.g. fixes).

[texasguy37 ACE - Champion]

Nope, the 4 HD profile upgrade is not a firmware upgrade.  It does not involve any "fixes" to the client boxes.

[artim1]

What sort of peaceful, unified action can we, as a group, take to have ATT take notice?

{Mod. Note:  As per the Commuity Forum guidelines the Forum is not a venue for discussion of legal matters.}

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Ah, once again we as paying subscribers to U Verse are being put in our place by a certain ATT "expert".  When the issue of popular channels being removed (FoodTV, etc) , the outcry was so great that ATT had no choice but to pay attention.  Some of the previous posts here have indicated that the 5.1 issue doesn't affect as many people, and therefore the ATT suits won't pay attention.

ApexRon does have a good point (better not use that word "unified" again)...despite the almost 2000 posts to this problem, we have never had an official, ATT executive statement that I can recall that addresses this problem to its subscribers.  As long as it doesn't reflect the same level of misinformation one gets when one calls tech support...I'd like to read that statement.

[wd0423]

Folks - Thank you for your input and feedback.

[pamelaz]

I would like to thank everyone for taking the time to post your comments and opinions related to this topic. This topic has been thoroughly discussed and will now be closed.