The sound isn't matching the picture on my television or I am experiencing other sound issues. How do I fix sound issues?
Sound issues can affect one or more channels. It varies from poor sound quality to partial or full sound loss.
If the sound issue affects all televisions in the home (assuming there is more than one), the sound issue can not be solved using troubleshooting and a service call may be necessary. Please contact us for further assistance.
Step 1: Verify Secondary Audio Programming (SAP) is turned off. This can be done in one of two ways:
If your television remote has a button labeled “SAP”, “MTS” or “Audio Select”, press that button to disable SAP.
Go into the audio menu of your television and disable SAP. Your television menu should have options like “Setup”, “Audio Setup” or “Audio” and then look for MTS or SAP.
Step 2: Verify that your volume is to optimal settings. If you have a digital receiver, your digital receiver should always be set to 75% of maximum volume and you should control the volume of your program using the television remote.
Step 3: Verify your audio connections, especially if your audio connections are separate from your video connections. Audio connections must be plugged into the “input” port on your television and connected to the “output” port of the device sending the audio signal. All connections should be tight. (Never use any tools to tighten connections. It may permanently damage the equipment.)
Step 4: (Digital Customers Only)
If your sound issue is only affecting digital channels on your digital receiver, your Dolby Digital audio settings may need to be disabled.
Press the “Menu” button twice using your Cable ONE remote.
Select “Setup” from the digital menu.
Select “Audio Setup”.
Verify that “Dolby Digital” is set to “OFF” by using the left and right arrows of your Cable ONE universal remote.
Step 5: Disable Closed Captioning on your Television:
Some televisions have a CC (Closed Captioning) button located on their TV remote. By pressing this button multiple times you should scan through all possible CC settings eventually landing on “Off”. Go into your TV audio setup menu, change Closed Captioning to off.
Step 6: As a last resort, if you are unable to resolve the sound issue by any of the above troubleshooting steps, you can unplug the power to your digital receiver for 10 seconds and then plug it back in.