Volume dropped on DVR

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Volume dropped on DVR

 

I called Uverse yesterday to get a confirmation number to return one of my STB's I'm not using anymore.  I received the number and then the person told me she was going to waive my $10 HD fee for 6 months.  I'm not sure why but I wasn't going to put up a fuss :smileyhappy:.  Later last night I turned everything on and the volume was down so low I could not hear anything.  I normally listen at about the -40dB range on my Yamaha.  I had to go up to about +10dB on the volume setting to be able to hear.  I NEVER go that high with the volume (normally).  I should have seen the furniture moving!   I checked the Moto DVR volume setting and it was still at the maximum setting of 25.  Rebooted the DVR - no change.  Rebooted the RG - no change.  Recycled the Yamaha - no change.  Checked other inputs (CD, PS3, etc) and volume was fine.  I changed the DVR from Surround to Stereo and the volume is normal again.  Normally, being in Stereo dropped the volume a few dB's from Surround.  Last night it was just the opposite, by a MUCH higher margin.

 

So, did something happen when I disconnected the unused STB?  Did my account get changed somehow at Uverse when it was changed by the Tech to de-activate the STB?  Is the DVR bad and the timing is just a coincidence?  I haven't called Tech Support yet - thought I'd ask here just in case I'd done something stupid. 

 

Any ideas on this one...? 

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Tutor

Re: Volume dropped on DVR

Called uverse support, still not working, my details below:

 

Today I finally contact U-verse support, I explained EVERYTHING to them, haha, in detail and they eventually had somebody they were chatting with who was a 'specialist' and he wanted to me try not using HDMI for video... since U-verse is just 1080i, I figured no big deal, I'll switch it out with some high quality monoprice component cables I had laying around. Since this would take a few minutes, the tech support would let me go to help another customer and call back. When she called back, she let me know right away that she knew that it would not fix my problem as her and the specialist did research and found that 'hdmi and optical' + surround is one of the many 'known issues' affecting U-verse right now. I'd like to also add Component Video + Optical + surround sound mode is also an issue for me, haha.

 

I wanted to add that I called a friend of mine and I realize why this issue may not be as well known to most people. It seems that even though he is tech savy, his Sony reciever will do some auto-upconvert type thing with non-5.1 audio. So he was not aware of the digital sound option and switching it to surround. So he has always used it on stereo and received the 5.1 sound out since his receiver was doing the upconvert for him. Anyways, he went ahead and switched it over and got no sound on the HD channels. So now he is aware of the issue.

 

It sucks that when the installers come out and setup your Uverse that many aren't configure the advance options. I had a similar problem in the past when I first bought an HDTV and I had the 'white glove' installation service with Time Warner and their most advanced HD package... I thought things looked funny, but hey 67 inch tv maybe you will see a little fuze... after about 4-6 weeks I got the gumption to look into things as my TV always reported it was showing ???x480 resolution and I was like this can't be high-def... turns out you have to enable it similar to U-verse receivers and I had been paying about 100 a month for the cable tv portion of my bill and watching standard def the whole time... lol. Anyways, I wish these installers would enable the surround sound mode when setting it up for folks, we'd have a lot more people pissed off about now and maybe this issue would be fixed, hehe.

Message 136 of 253 (178 Views)
Expert

Re: Volume dropped on DVR

 


curtb wrote:

I am considering going to Best Buy today and purchasing (then returning) some other unit just to see what happens. Anyone out there try a different receiver yet??


 

At least one person in the thread reported that their Onkyo was not having any issues with the digital audio.

 

Message 137 of 253 (178 Views)

Re: Volume dropped on DVR

I have an Onkyo and I do not have the volume dorp issue but I do have the split second drop issue but it does not bother me very much to be upset about it.  Wish it would work perfectly but does anything?  I do not know if the receiver is handling it better than others or I'm just used to it....FWIW.

 


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 opinion.
Message 138 of 253 (178 Views)
Tutor

Re: Volume dropped on DVR

I noticed over the past couple of weeks that I never get the split second drop over Stereo. My friend who thought his was on surround by default for HD and has been using Stereo was also unaware of the split second dropping of sound that has plagued me since day 1 and everybody else. I like others figured nothing is perfect so I never complained about the split second dropping but did mention it once I got fed up with the latest issue in sound.

 

As I said before, it makes me wonder how many even know about the surround sound option and just assume it is already working so they are experiencing none of these sound/audio issues that appear to plague EVERY u-verse customer, aka the split second sound dropping problem.

Message 139 of 253 (178 Views)
Contributor

Re: Volume dropped on DVR

AT&T is definitely doing something about this issue.  They're making it worse.  When it started a few weeks ago, I only had corrupted dialogue audio with surround sound on local HD channels.  Now, it's happening on every HD channel.

Message 140 of 253 (178 Views)
Teacher

Re: Volume dropped on DVR

Same here Nathan.  My locals were the only ones giving me fits.  Now, it's all of the HD channels.  I hope they fix this soon!!!

Message 141 of 253 (180 Views)
Expert

Re: Volume dropped on DVR

It really looks like some kind of rollout is being released regionally.  I would imagine that the fix will rollout regionally as well. 

 

Has anybody, mainly those who experienced the problem in the beginning, heard any improvements in your audio levels? 

Message 142 of 253 (180 Views)
Contributor

Re: Volume dropped on DVR

Hi guys,

 

I too am glad I found this thread.  I found out about the audio drop out problem shortly after getting Uverse and now I too have the low volume/distortion problem that has only just shown up in the last couple of weeks.  I too am using a Pioneer SC-05 receiver.  The tech support guys keep trying to get me to use RCA cables instead of hdmi or optical.. that's really making me mad that they don't know what they are talking about.  Also, I have noticed no improvement/difference with hdmi vs. optical.  I really don't think that $10 a month is going to cut it for having to deal with this nonsense.  Why have you guys stuck with Uverse??

Message 143 of 253 (180 Views)
Contributor

Re: Volume dropped on DVR

When I go to a Dolby 5.1 HD channel my Yamaha Reciever displays -27dB Dial Normal.  On an old HD recording it Displays -2dB Dial Normal so someyhing has changed I can run full volume and it is just loud not blow you out the doors loud as it should be.  Hope they fix it soon until it is I will only watch movies on my blu-ray player.

 

Dennis

Message 144 of 253 (180 Views)
Contributor

Re: Volume dropped on DVR

Add me to the list of frustrated Uverse customers. Last week AT&T must have changed something in the Detroit market. I have a pioneer vsx-9040thx and it has been working great for 2 months, until last week. I was watching a recorded HD show, surround sound was working, I switched back to live HD signal and got the low volume high distortion issue many others are reporting. Since then the problem is constant on HD channels. I switched to stereo mode for now but this is rediculous.
Message 145 of 253 (180 Views)
Tutor

Re: Volume dropped on DVR

Yes,I have the same problem . ATT came and replaced the box and the optical cable ,no help.

Last night the audio returned to normal ,I had surround Sound. Wow problem sloved.Not so fast ,Got up this morning and turned on the TV and my problem has returned,No Surround Sound.

Called ATT Tech Support and now they tell me the have a Revision C box that should solve the problem.

I told them my box was replaced with no help ,they stated that their records do not show what Revision letter my box was replaced with.

This is my last try and if this does not work I am going back to Comcast, It worked fine for years on Comcast .

Message 146 of 253 (180 Views)
Contributor

Re: Volume dropped on DVR

Also I can verify that optical vs hdmi makes no difference and swapping stb's doesn't help. It must be a global firmware change as it affects all 4 of my stb's.
Message 147 of 253 (180 Views)
Tutor

Re: Volume dropped on DVR

Yeah, i really wish ATT could spread the word.. It should be known this is:

 

 a nationwide problems

effects only some receiver models due to different decoding,

HDMI and Optical both have the problem

 

 

This is a firmware issue; not a STB issue, not a Receiver issue, not a Hookup issue. ATT should be responsible for any additional cables purchased or use of their service Connect Tech (if they advised that when you call into tech support) A single tech wide  memo is not a difficult concept but there is no communication involved in this company.

 

 

The reason i stay with Uverse for now, is beacause DirecTV has even worse customer service... And i refuse to have a contract again for TV... my only other option is Time Warner Cable.. after talking to uverse for a while (spoke to probably 15-20 people) i finally got someone to credit my account with what i agree to be an acceptable adjustment (not that $10x6 or any of that garbage)

Message 148 of 253 (180 Views)
Teacher

Re: Volume dropped on DVR

 


RCSMG wrote:

It really looks like some kind of rollout is being released regionally.  I would imagine that the fix will rollout regionally as well. 

 

Has anybody, mainly those who experienced the problem in the beginning, heard any improvements in your audio levels? 


No improvments here for me in CA - all HD channels still low in level (not noticing much distortion, just the volume is too low).  Just like the others - I experienced it immediately after the system update with the local HD channels, then later in the month with all HD channels being affected.

 

Message 149 of 253 (180 Views)
Teacher

Re: Volume dropped on DVR

No improvements here for me  in Knoxville TN.

Message 150 of 253 (180 Views)
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