Constant sound skips on HD channels with Surround Enabled

[voidtrance]

Hi,

I've had UVerse for several month (probably close to a year) and I've had this problem pretty much since day one. Nothing that I've tried has helped.

I have setup my STB to use Surround sound and it is currently connected to my Onkyo receiver via an optical cable. When I am watching HD channels with DolbyDigital sound, everything is great. However, every HD channel that does not use DobyDigital sound has these constant sound skips and cutouts. When I say contant, I mean they happen all the time regardless of what I am watching. The only thing that helps is when that channel plays anything with DolbyDigital sound. For example: I am watching an old show which is not DolbyDigital - sound cuts out, commericals start and they are not in DolbyDigital - sound cuts out, next commercial starts in DolbyDigital - sound is perfectly fine, etc. etc.

I've tried resetting my box (both soft and hard), tried using sound through HDMI, tried using composite cables for video and optical for sound - nothing helps.

When I called customer support, I was able to show the support guy the sound problem (he heard it even over the phone) and the only thing he was able to tell me is to do a hard reset of the box (which was supposed to reflash the firmware).

Is anyone else experiencing this problem? Does anyone have any suggestions?

Thank you for your help.

[Woodlands]

I'm glad I saw this post today. I have had the sound skip problem ever since we signed up for Uverse a couple of years ago, but after seeing this post I realized WE DON'T HAVE THE PROBLEM ANY LONGER! I haven't changed anything, we are still getting 5.1 audio, but we no longer have the sound skip issue.

(Now watch me go home tonight and it's started again!!!)

[voidtrance]

Woodlands,

I am glad that you don't have the issue any longer. However, I don't have any issue when watching a 5.1 channel/recording. The issue shows up only when watching a HD channel that is not currently broadcasting in 5.1.

Today a technician came out to attempt to fix the issue. He replaced the box without any improvement. He also told me that he checked the lines for any problems/interference and their were all clean.

We even connected the STB directly to the TV using an HDMI cable and when Surround Sound is turned on, the sound skips on the TV, as well.

I'd be interested to find out whether more people are having this issue?

[INDPLSGUY]

I have also had this problem since Oct, 2009 when I first got U-Verse. No one at support seems to know what I am talking about.  I did read some where in one of the forums that it was a software problem, and that Microsoft was supposed to be working on it and it would be ready the first part of 2011.  I don't think they know how to fix it. I have just lived with it. Sometimes it does not do it for a while, and then it starts up again.  I used to have cable, and never had a sound problem. I hate to go back to cable because of U-Verse's other advantages, but I might have to because of this sound issue.  If you come up with any solutions, send me a e-mails. Thanks.

[agent3civ]

I have been a customer since 2009 and have had this problem since day 1. I have contacted ATT for support, but have been told this is a known issue. They suggested to try using component cables with optical for sound. Of course none of their suggestions worked, and today the problem still persists. I am in the same boat where I am considering a switch back to cable, as I have pretty much been told, live with it. I have a nice sound setup I would like to enjoy, so I am still debating. Either way, I feel your pain on this issue. You would think after this long they would have fixed it.

[voidtrance]

Well, nothing has been able to fix this problem and it's sound like ATT has had it since day one and they ARE NOT going to fix.

I saw that they have a new wiereless receiver out. Is there any chance that it might not have that problem? I am wondering if anyone with the wireless receiver has the skipping issue.

Asking us to "live with it" when they change for digital video and sound is unacceptable.

[RCSMG ACE - Master]

They are working on resolving this issue.  In the not too distant past, an ATT person posted that they were rolling out a possible fix and asked that that those who were experiencing the problem respond to whether or not they were still getting it.  As long as I have been a Uverse sub I have not seen where ATT made announcements on the progress they were making in resolving their service issue.

[voidtrance]

In another thread I read that the VIP2250 (I have the 1200 series) uses different sound chips. If anyone has the new VIP2200 series receiver, could you post whether they have the same problem?

Thank you

[davejhahn]

I have this same problem.  I purchased a new 3D LED LCD Television, an Onkyo AV receiver with 5.1 surround sound, and when the audio for non-5.1 HD channels is on, it cuts in and out, making it totaly useless.  So I have to turn off 5.1 sound to watch.  That appears to be the only workaround--going in and switching back and forth between 5.1 and Stereo.  What a pain.  Based on what I am reading here I cannot believe this hasn't been fixed.  

AT&T FIX IT

I switched from Charter to try Uverse, and so far, I'm not impressed. 

[jbdet313]

Onkyo has a TERRIBLE record when it comes to 5.1 problems. Google it and you'll find problems from every cable provider in the US, SKY UK satellite, even our own sat guys -- dating back 4, 5, 6 years. Before, folks had tracked down SOME of the problem to bad soldering and cards in the Onkyo receivers that were produced by Hitachi or Toshiba, however, even newer models are still having problems, so there's something else happening.

I have a (relatively) "cheap" Sherwood receiver, paid about $199 for it. Video upscaling, 5.1 surround, DTS, plenty of stuff to confuse a novice. With Comcast, I had coax digital audio hooked from the Motorola DVR into the receiver ... no problems. Moved to Uverse, had to change to TosLink, currently running from a Motorola VIP1225  ... no problems. The receiver doesn't have HDMI ports, but then again, I wouldn't be using that anyways, since I don't do BluRay.

While I'm sure there are problems that could occur from AT&T's end, a lot of these issues, IMHO, seem to come from the receivers themselves. With all of the research possibilities available now through this thing we call the Internet, it should be relatively easy to find which ones should be avoided because of others' experiences. And with what I've found, if my Sherwood receiver were to take a dump, I wouldn't be wandering to the Onkyo displays at the nearest electronics shop. No matter if I had Uverse, Comcast, DirecTV, or anyone else.

[mtsindy]

voidtrance - I completely sympathize with your situation, but I am baffled as to why you and a number of others have to suffer this problem.  I have a 1200 series DVR and STBs.  All 4 of our TVs are connected by HDMI with U-verse set for Surround Sound.  Three of the TVs decode the Dolby Digital internally, whereas the family room actually routes the HDMI through our Yamaha AVR first and then to the TV (video signal only).  In 2 years with U-verse, I have never experienced what you describe, but what could be so different in our setups?  

[voidtrance]

This is ABSOLUTE not an issue with the Onkyo receiver!

I don't have (and have never had) a single issue with any other 5.1/Dolby HD/DTS or any other encoding from any other source with the receiver. Furthermore, the skipping issue with ATT's Uverse happens even when the Uverse receiver is connected directly to my TV with either HDMI or Component cables.

Before the Onkyo, I had a Yamaha receiver and it had the same issue. This is a problem with the Uverse receivers, there is no doubt about it.

[voidtrance]

mtsindy,

I don't know what is different and why you don't have the issue. I am experiencing this regardless of how the STB is connected and to what equipment it's connected. Not know what the cause of the problem is I can't venture a guess as to why your setup works. This problem has had two techs baffled.

I know that the problem is real for me and, as it turns out, other people.

[bustamelon]

Just another POV here, but this is, in fact, a known issue with certain _unknown_ scenarios/hardware configs.  I did not have the problem for a long time, and then it appeared at some point perhaps around the time I upgraded my A/V receiver, but I ruled out the receiver itself as the culprit.  I'll tell you how shortly.

I do know that I've read a bunch of threads about this very problem right here, and have had several ATT techs and CSRs confirm that it is a known issue, and the consensus seems to be it is (or rather was) with the DVR software/fimware/whatever. 

How do I know it's not hardware?  It's fixed!  And I didn't change a thing.  There must have been an update to the DVR software.  I can see the version but not the date it was updated. 

* edit:  the version that fixed it for me was 2.0.26496.1, which is what is showing on my STB now.

However, I don't believe that update fixes it for everyone.  It depends still on your particular setup, connections, etc.

I have video coming through the AVR (Yamaha RX-A2000) via component (it actually looks better on my TV than HDMI), and audio via optical (also thru AVR).

Now if they would only fix the whiteburst video dropout issue!!!  When the screen shows a lot of white or bright color suddenly, it goes black for a split second.  Also a known issue, for some.

no mention of these issues here though: http://www.uverseusers.com/index.php?option=com_openwiki&Itemid=36&id=update

[voidtrance]

bustamelon, for the sake of completeness could you post the DVR firmware version which fixed the issue for you?

[bustamelon]

Sure, sorry about that. 

2.0.26496.1

I edited the post to include.

[davejhahn]

What is the version for?  I have TV2 client version 2.1.2295.10 (RELEASE)--is that what you are refering to or Bootstrap ROM (1.1.027)?  Not sure what I'm comparing it against because nothing is close to that.

[bustamelon]

TV2 client version

[lowercontrol]

I have the exact same issue as the OP.

Hardware A/V:  Pioneer VSX-1021k

Issue #1:  While watching a live or recorded show in HD, my sound will get extremely choppy as soon as it receives a signal other than Dolby Digital.  The sound will go back to normal when the Dolby Digital returns.  The only way I've been able to fix the issue is to change the audio output option within the AT&T box to I believe stereo.

Issue #2:  If I paused live TV (let the dogs out) or am watching a recorded program and use the “skip forward” shortcut (think its 30 seconds?).  Anyways, as soon as it skips and starts playing the program I’ll be without any audio until I hit the “step back” button.  This is very sporadic compared to issue #1.

[davejhahn]

So I saw someone post that switching their receivers around solved it.....

So with no other options left, I tried that.  Absolutely no difference.  I swapped the satelite with the main unit, and then the other satelite.  Same.

So at this point the only workaround that is exceptable, is to do this:

1. Leave in surround sound output on within the Uverse box (Menu->Options->Audio/Language Options->Digital Sound Output->Surround Sound->Save)

2. When watching a show in surround sound, if the commercials are skipping (e.g. not in surround sound), MUTE

3. When watching a show NOT in surround sound (based on the display of your audio receiver, e.g. Dolby D or not), set the Uverse box audio output to Stereo (Menu->Options->Audio/Language Options->Digital Sound Output->Stereo->Save)

4. Switch back and forth constantly and try to explain this to other people in the house.

The fact that this has been going on 2 years is unacceptable.  It impacts, conservatively 25% of your customers (anyone that uses surround sound). to the point where you recommend NOT using surround sound as the workaround.  Obviously you think the urgency is LOW, or you would have solved this already.  Losing business, negative PR and reviews, are certainly something you should consider. 

I am currently looking at other options for services--remember there are two or more alternatives for most people.

[gpeaslee]

Ask for a permanent discount until the issue is solved, since they are only delivering half of the service (good picture but bad sound). If enough people did this, it will eventually hurt revenue, and there may be more urgency for a solution.

[Ender519]

At the risk of parroting this too many times, I had this exact problem with a vip1225 and an Onkyo 7.1 receiver on surround sound.  I had the 1225 updated to the version of software that some were reporting had fixed the issue, but it did not for me.  I switched to the vip2250 and immediately the problem was gone.  I put the 1225 back for a minute and problem reappeared, put the 2250 back and problem was gone again.  This was after all updates.  For me, it was totally the hardware, but I concede that this may not fix everyone. 

If you can't get resolution any other way, call support.  when they inevitably give you the run around and try to send you to the paid tech support, hang up and try again.  It took me 3 times to get someone that would even listen.  Once they put some notes in your account that you've tried all the steps, you can go to billing and see what they can do to get you on a vip2250.  Support is not capable of ordering it unless you pay the upcharge for it.. and billing has some hoops to jump through but they at least can do it.  I am on U450 + Extra $5 HD channels so that may have helped.  If you are on U200 don't expect as much leeway.

Now, before you call support, don't be the north end of a southbound mule on the phone, and do everything in your power to ensure it really isnt' your system.  In my case I was able to demonstrate that anything else plugged into the receiver (BluRay, XBox, etc) was fine on surround, and that I tried different HDMI cables on different ports, and I even went to the extreme of borrowing my bro-in-law's Onkyo which also had the same problem.

I think if they see you are genuinely trying to work with them, and that you've done everything you can on your side, they may take pity on you and send you a new vip2250.

Hope that helps!

[srhgobears]

I have a Pioneer VSX-1021-K, experienced the same sound hiccups with my VIP1225. ATT just sent me a VIP2250 and the issue's resolved. Thought I'd reaffirm that this solution worked for me too!

[AmazinglySmooth]

I am having this problem constantly with Dolby Digital sound.  The system info shows my model as VIP1216.  I guess I will call support.

[drumboy35]

Can anyone confirm if the 2200's also eliminate the skipping?

[drumboy35]

Confirming my own question. Swapped my 1200 for 2200 and no more sound skipping!

vsx-1021-k

[JefferMC ACE - Wizard]

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drumboy35 wrote:

Confirming my own question. Swapped my 1200 for 2200 and no more sound skipping!

vsx-1021-k

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Thanks for posting the update.