Fixing sound or audio issues with Support - Rogers Xfinity TV or Rogers Streaming

If it’s more than one TV in your home that you are having issues with, there could be a network outage in your area. Visit Network Help & Outages to ask our virtual assistant Anna if there are any service issues in your area.

1. Try unmuting the TV by pressing the Mute button on your Rogers Xfinity Voice Remote.
2. Try turning up the volume -- press the volume + button on the remote.

• • If you see an image on the TV but a volume meter/level doesn’t appear onscreen when pressing volume up, your Rogers remote may not be programmed for your TV. Here’s how to pair your Rogers Xfinity Voice Remote to work with your TV.

You can also try unmuting or checking the volume using the remote that came with your TV rather than the Rogers remote control.

The sound issues could be related to the content you’re trying to watch. Try a different channel, app or even a recording, to see if the audio will work if you switch. If the audio works, go to the next troubleshooting tip.

If there’s no sound at all--and if you have another device (game console, DVD/Blu-ray player, etc.) connected to your TV--you can also try to play something on that device to confirm the audio is working on the TV itself. If there’s still no audio, the issue is with your TV so you’ll need to contact the manufacturer.

Secondary Audio Programming provides audio tracks in languages other than the native language that was recorded in a program. The SAP settings on the Rogers Xfinity Entertainment Box may be the cause of your audio issues.

• Press the Rogers or Menu button on your remote.
• Select Settings (the gear icon).
• Select Device Settings.
• Select Audio.
• Select Audio Language (SAP) Reset.
• Select OK to confirm.

Tip: You can also use a voice command to display the Device Settings menu. Press and hold the Mic button on your Rogers Xfinity Voice Remote, then say “Device Settings” into it.

• Press the OK button on your remote when watching Rogers Xfinity TV. This will bring up a menu at the bottom of the screen.
• Using the arrow keys on your remote, scroll over and select SAP.
• Select the language. Try choosing English if not already selected—the audio track for other languages may not exist for that program/channel.

Tip: You can also use the “SAP” voice command to access the SAP language setting.

Sometimes, there may just be a glitch in the device. Re-tuning the channel or reloading the app will resolve the issue.

• Press the channel up button on the Rogers remote to move to another channel. Press the channel down button to go back to the channel and see if the issue is resolved.
• If you have Rogers Streaming, you can try exiting and relaunching the app. Press the Home button on your remote to exit the app, and then try relaunching the app again.

Sound bars or audio systems are examples of third-party equipment that Rogers doesn't support. But you can try changing the HDMI Audio Output setting to help resolve some issues when using additional audio equipment.

1. Press the Rogers or Menu button on your remote.
2. Select Settings (the gear icon).
3. Select Device Settings.
4. Select Audio.
5. Select HDMI Audio Output.
6. Choose Expert Mode.

Tip: You can also use a voice command to display the Device Settings menu. Press and hold the Mic button on your Rogers Xfinity Voice Remote, then say “Device Settings” into it.

Note: If the issue continues, try connecting the Rogers Xfinity Entertainment box directly to your TV instead. If that works, the issue is with the third-party equipment and you may want to reach out to their support team for further assistance.

The HDMI cable carries both video and audio. Sometimes the cable just needs to be reseated to resolve audio or video issues. Try unplugging the HDMI cable and reconnecting it again. Make sure it’s secure at both ends to see if that resolves the issue for you.

To resolve your audio issues, you may just need to restart your Rogers Xfinity Gateway.

• You can restart your Rogers Xfinity Gateway from anywhere using the Rogers Xfinity app.
• You can also simply unplug the power from the modem for 15 seconds.
• Wait for your modem to boot back up—the LED on the top will return to a solid white light (3-5 minutes). Once the Rogers Xfinity Entertainment Box also reconnects, check to see if the issue is fixed.

1. Press the Rogers or Menu button on your Rogers remote control.
2. Select Settings (the gear icon).
3. Select Device Settings.
4. Select Power Preferences.
5. Scroll down and select Restart.
6. On the next screen, select Restart again to confirm the restart.

Tip: You can also use the “Restart Box” voice command with your remote to restart the box.

To rule out an issue with the TV itself, try another device connected to your TV and see if the audio works for that device (i.e., game consoles, DVD or Blu-ray players, etc). If the audio isn't working for multiple devices connected to your TV, the TV itself may be the cause. Try contacting the TV manufacturer for further assistance.

Audio and video issues can be caused by a poor WiFi connection to your Rogers Xfinity Entertainment Box. For best WiFi results throughout your home, make sure your modem is:

• Upright (i.e. with the angled top side pointing towards the ceiling)
• In open, plain sight
• In a well-ventilated location to prevent overheating (i.e., on a hard surface above floor level)
• As far away as possible from barriers that would block or degrade WiFi signal --at least a foot away
• Away from other sources of WiFi noise or interference (e.g., electrical panels, cordless phones, baby monitors, WiFi access points or routers for other services like home security, wireless speakers or smart devices)

Keep in mind, the modem is the source of your WiFi signal, so its placement is crucial for the most optimal connection for all your devices.

The location of your Rogers Xfinity Entertainment Box also matters. Make sure it’s not wedged behind the TV, a brick wall or other electronics and barriers for the strongest WiFi signal.

Tip: If possible, connect the Rogers Xfinity Entertainment Box to your modem with an Ethernet cable. This eliminates the many variables that will affect WiFi communication. Ethernet is always the most reliable connection for any device.

For more tips on modem placement, visit this page.

If you have more than one Rogers Xfinity Entertainment Box in your home, test the second box or TV for the same issue. If the problem happens on more than one Rogers Xfinity Entertainment Box, there may be an issue with the channel or service itself. Contact us for further help on this.

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