Surround Sound Drop out - Looking for update and timeline for FIX

[powell145]

Hi,

I've patiently been a U-verse customer for 3 years.  I'm loosing patience though........

After a year and a hald of service, I decided to upgrade my home audio to a 7.1ch Surround Sound system from Sony.  I was excited to finally get all that surround sound for the shows I regularly watch - and they advertise as soon as the show starts.

To my disappointment, from day-1 of trying surround sound the audio stream only lasts for seconds at a time before it drops.  Some times are worse than others (for example, right after evening rush hour -prime time - audio dropouts are the worst; but better in the middle of the night). 

My surround receiver has a light that indicates a digital audio signal - and when the audio drops - it indicates the digital signal was lost...... anyway - a quick search of the forums hits MANY topics on this.   Apparently it's been an issue for YEARS from the posts.... but now they are locked and closed.

Customer service could not help - after checking my box and having me play the restart game, the issue never went away.  I was suggested to change to 'stereo sound'  - so I really question why I'm not getting a discount on my service since you can't offer what is advertised.

I see another post, but that referred to a specific receiver - and a mod linked to the closed thread.

Since this is still and issue for us, can we please restart this topic and get an update on the issue.

So, who is having this issue and what's up with the fix that is years in development?  Is it simply an infrastructure problem?  If you can't fix it we deserve to know......

[SomeJoe7777 ACE - Geek]

There are issues with the Dolby Digital 5.1 audio and have been for many years.

(By the way, you're not talking to AT&T here, this is a peer-to-peer forum and most of us here are just customers like you).

The only thing that could possibly help is if you still have a window to be able to return or exchange the Sony system.  There are some audio receiver brands that are known to exhibit the surround sound dropout problem much less often or much less audibly than others.  If you can return the Sony, I currently use a Pioneer VSX-1018AH (this unit is 3+ years old, I believe the current model number is slightly different), and it only very rarely exhibits any surround sound issues.

[powell145]

Thanks for the post and info that this was a customer facing forum.

Was just hoping to get a more public showing as the last thread - since calling them doesn't help.  All the phone reps like to act like it isn't a know issue, go through the same trouble-shooting song and dance, and then tell you to switch you brand new, high-end surround sound system to 'stereo.' 

Well guess what, Netflix, Hulu, Vudu, PS3, Blu-Ray, my ancient PS2 and 10yr old DVD player all play surround JUST FINE.

How frustrating - AT&T IF YOU ARE READING THIS YOU CAN CHALK UP MY CANCELLATION TO THIS.   Years with no fix is obvious this is not high priority or even a fix on their radar.

I've had it, this is the straw that broke the camels back......

[crsanders]

I'm in the same boat - had the service for some time before canceling (couple years ago), then getting it turned back on last month only to find the issues is still there, very upsetting.

Sony STR-DE985 receiver, optical audio connection, goes away when you change the uverse dvr to just stereo.

I just bought a Pioneer receiver, but feel like i just rolled the dice as there is no help from AT&T to make an informed decision and I shouldn't have had to go purchase a new receiver to try and solve this in the first place !!

Oh, and of course, I come to uverse from directv where I had no audio issues with the same exact Tv, receiver, audio cables, etc.

I like uverse and would like to keep it but am really, really, annoyed I'm spenind money I thought I would be saving with uverse on a new receiver.

[Kong57]

I have Onkyo HT-S5400 7.1-Channel Home Theater system. I am able to listen to 3/4 of the channels without problems. Some of my favorites are in the other 1/4. Like "Game of Thrones HBO. Also in Surround Sound SS when changing channels you have to wait 2 seconds for sound. In Stereo there is no delay. With these limitations I have never attemted to rent a VOD. Im worried the sound would not work..So i do Netflix and get the disk. Maybe one of the AT&T Community Specialists or AT&T’s Community Managers! listed in the anouncement section can push this in the right direction....