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Experiencing more frequent audio drops from HD box with Samsung Smart TV

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Contributor
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Posts: 1
Registered: ‎08-29-2016

Experiencing more frequent audio drops from HD box with Samsung Smart TV

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I have been experiencing a lot of audio drops lately, from Verizon Fios on my HD setbox that is connnected to my Samsung Smart TV Model F6300. I have another Fios setbox that is not HD and is connected to my Samsung in another room, which is not experiencing any audio drops.  Why is this happening? I have had Fios for the last 3 years and been so happy with it, up until these last few months with all of the audio drops.  Nothing has changed, except that Fios sent me an upgraded HD box about 6 months ago, and now I have had these issues.

 

I have tried to re-set the HD box, tried changing the HDMI cables, and called into Verizon Fios support and nothing has helped. Please help me!  Seems like this is a firmware issue with Fios on the HD boxes.

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Posts: 239
Registered: ‎07-06-2016

Re: Experiencing more frequent audio drops from HD box with Samsung Smart TV

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Hi mischief4,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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