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Tutor

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5 Messages

Thu, Jun 16, 2016 8:03 PM

Audio Sync issues with AT&T U-verse

I recently purchased a new Samsung (KS8000) UHD TV. I'm conecting to the TV via HDMI from the ATT wireless box and the audio is WAY out of sync.

 

If i switch the audio settings from suround sound to Stereo on the ATT box the audio seems to sync fine. It's just when it's set to suround sound when the issue accurs.

 

It definely seems to have something to do with u-verse bacause if i use Apple TV or Netflix using the same HDMI connections the audio is fine.

 

I've swiched out the box with another box from another TV but the issue is still there.

 

Please any suggestions?

Responses

Community Support

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6.7K Messages

4 years ago

Hi @Bryantay1,

 

We apologize about the issues, but we will be glad to help. Are you using any other equipment in the mix, such as a sound bar, audio receiver, or any other device? Also, if possible, try testing with another U-verse receiver in your house to see if it is just an issue with that one receiver. 

 

-ATTU-verseCare

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTHelp

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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5 Messages

4 years ago

Thanks of rhte reply....The syncing issue happens weather i use the sound bar or not. I removed all other equipment and the issue happens with just the reciever and the TV conected.

 

I've also swiched out the reciever with another one from another room with no improvement.

 

Thanks

 

Community Support

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6.7K Messages

4 years ago

Hi,

 

Thank you for testing that. Do you notice the same issue when you do a direct connection with component cables to the TV?

 

-ATTU-verseCare

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTHelp

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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5 Messages

4 years ago

Unfortunately this TV only has HDMI conections...  

Community Support

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6.7K Messages

4 years ago

One other thing to check is the HDMI cable version. Just to ensure optimal connection, make sure you are using an HDMI 2.0 cable.

 

-ATTU-verseCare

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTHelp

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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5 Messages

4 years ago

yep it's 2.0...  I bought a (overly) expensive HDMI cable just for this TV.  

 

At this point do i need to have a service tech come out and check the feed to my house?

Community Support

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6.7K Messages

4 years ago

@Bryantay1,

 

May need a new box. Send us a  message by clicking here. Provide your:

 

  • Name
  • 9 digit U-verse account number
  • Thread to this link

Keep an eye on the envelope.png at the top right corner of your screen for a response. In the meantime, let us know if you have any other questions or concerns!

 

-ATTU-verseCare

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTHelp

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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5 Messages

4 years ago

Well, I think it's time to make the switch back to cable. Been needing a good reason to go through the hassle and this as good of one as any.

Tutor

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6 Messages

3 years ago

I've been having the same problem with my Samsung TV where the audio and video is out of sync only when it's connected to AT&T U-verse. It has nothing to do with any third-party anything it has everything to do with nothing but AT&T U-verse system and I sure would like an answer because I'm told by the technician that just left by my house I'm the only one in the whole United States having this issue and nobody else in the whole United States of all the Uverse customers with all the Samsung TVs are not having this problem. He seemed pretty sure of himself but obviously he's an ignoramus and I've been dealing with this problem for over 6 months and nobody will fix it

Tutor

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6 Messages

3 years ago

I have all the same issues and yes I have tried multiple HDMI cables different HDMI ports on my TV and component cables and the same problem occurs on all issues only when connected to the ATT U-verse and never any other problems ever connected to Roku connected to DVD player video player everything's always fine until I connect to the ATT U-verse system

Tutor

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6 Messages

3 years ago

I've had my Gateway replace twice I've had the DVR replaced as of today July 27 2017 and I've also had this TV connected to the WiFi receiver so I'm on my 6th or 7th Wi-Fi for receiver had multiple HDMI cables provided by AT&T. Still the problem exists only when connected to AT&T

Contributor

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1 Message

3 years ago

Just installed my surround system and having the same issue with my Toshiba TV. As soon as I change the cable box audio output setting to surround sound, it's out of sync. You can watch it and hear it but it's seriously annoying. I question whether requesting a replacement box would do any good based on these comments.

Tutor

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6 Messages

3 years ago

I simply do not use the surround sound option on the AT&T DVR box or the AT&T Wi-Fi box. Their surround sound does not work properly and they are unwilling to admit it. I've had about seven technicians come out to my house trying to figure this problem out and I think they've been aware of the issue all along and they keep trying to blame the TV is the issue. The last two technicians that have been here are incredibly rude and one of them actually stole of a receipt that I had a special number to call AT&T premium support and I called and complained about that he took my paper and they said they would have somebody respond within 72 hours which they never did. This is the last time I will ever use AT&T U-verse and if they're the only option I have which is the case right now I'll just have to live without internet and I'll have to live without U-verse or cable TV. I will never do business with AT&T again because of this issue and the way they've been treating me and I'm pretty sure they know of the problem and have known all along because it's clear I'm not the only one with this issue and they've tried to tell me I am the only one with this issue. You reporting the same thing only clarifies my point there are many people having this issue and AT&T equipment is so old they just won't bother fixing it. I just basically use my TV system to setup the sound and I just leave the AT&T box on stereo. It all still works pretty good but at least I don't have to deal with the out-of-sync and the delay in audio coming in and out. Good luck to you and thank you for commenting on my post
Brand User
ATTHelp

New Member

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119.9K Messages

3 years ago

My name is Tim, your case was sent over to my management team and we’ll be assisting you towards a resolution, I work from 1 - 10 CST. I’ve reviewed your account and I see your issue is DVR sound. We would like to assist with your service issues. Please PM us your account number and good contact number. TimB, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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1 Message

2 years ago

I'm assuming that the problem still hasn't been fixed because I have a Samsung TV and a Samsung sound bar bought all the expensive cables reset the receiver independently connected all of my components and still I have the same problems. Basically my only fix for this is that every single time I turn the TV on, uverse and my sound bar. I have to go to the uverse settings and go to the audio section and switch between stereo and surround sound each time saving each configuration so I can get sound to come from my soundbar. Pain in the ?!# but it's the only solution I've been able to find on my own. Hope this helps some of us having the same issues until ATT decides to have a real solution for the problem.