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pinkshe11's profile

Contributor

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5 Messages

Mon, Apr 13, 2020 9:29 PM

Sonos Beam - sound quality very low with AT&T Uverse cable

I have a Sonos Beam, Samsung Smart TV (purchased in late 2017), and AT&T Uverse cable. When I use a streaming service such as Netflix or Hulu, the sound through the Sonos Beam is excellent, can get very loud. However, when watching regular cable tv, the sound is very low. I've checked all my Samsung and cable box settings and cannot identify why the sound is so low when watching tv but great when watching a streaming service. Would appreciate any help or guidance. Thank you!

ATTHelp

Community Support

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200.5K Messages

2 y مضت

Hey @pinkshe11,

We understand that you're having trouble with your audio output for the receiver being lower than your other devices. Don't worry, we can help you figure out what's going on here!


How is your receiver connected to your smart TV, are you using an HDMI cable?


Also, here is a solution that could be helpful. Looking forward to your reply.



Charles, AT&T Community Specialist

Contributor

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5 Messages

Hello Charles,

Yes, we are using an HDMI cable to connect. We tried swapping it out for a new one but that did not help.

I read the article you provided. Our AT&T uverse remote does not have an AT&T button on it. That article is from six years ago, perhaps the remotes are different now. Attached is a photo of my remote.

Thank you.

ATTHelp

Community Support

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200.5K Messages

Here to help, @pinkshe11.

 

 

Have you tried watching live TV without using your sonos sound bar and still had sound issues? Did you always have this issue or did this recently happen? Have you done any type of sound troubleshooting.

 

Let us know if this helps!

 

 

Elmi, AT&T Community Specialist.

 

 

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*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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5 Messages

Hello Elmi,

The sound with only the TV and cablebox is fine - the volume can go up very high. We've had this issue ever since connecting the Sonos. To recap, when we use a streaming service such as Netflix thorugh our Samsung Smart TV, the sound volume is excellent. However, when watching AT&T Uverse cable TV, the sound volume only goes so high and is quite low.

Thank you.

ATTHelp

Community Support

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200.5K Messages

Hi, @pinkshe11.

 

How do you have your sound bar set up?

 

We recommend that you have your sound bar connected to your receiver,and then the receiver connected to your TV.

 

Here is some more information that might help your sound loss with your sound bar and receiver as well. 

 

Let us know if this works.

 

Marc, 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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5 Messages

Hello Marc,

The Sonos instructions indicate an HDMI cable should go from the Sonos to the HDMI-ARC port on the Smart TV, not to the receiver. I looked at the article you provided, and the advice there from Kevin says the exact same thing - "...use the included HDMI to Optical adapter in the Sonos box, and connect that to the Optical Out on your TV."

So I'm curious, why are you suggesting the Sonos should be connected to the cable box receiver instead of the TV? Wondering what the thinking is there if both Sonos and expert Kevin reccomend connecting Sonos to the tv?

Thank you.

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