Audio Cuts In / Cuts Out Article no. 5323

Introduction

• One channel on all TVs in the home may be a channel provider issue
  
  
• One channel or all channels on one TV out of many in the home may also be an equipment or connection issue
  
  
• One channel or all channels on all TVs in the home may also be an issue outside the customer's home

Resolution Steps

1. Check for Outages in BOLT and Simon
    
2. Verify the Serial Number/ TSN Number
3. Make sure all connections on the converter box and TV are finger-tight
    
4. Send a Balance Hit
    
5. Power cycle the equipment
    
6. If the problem persists, click Create Work Order or Technical Case button on the Work Orders Tab in BOLT
    

• Click Create Work Order or Technical Case, fill out the information as described below and click Submit
  
   

  Trouble Call or Tech Case	Trouble Call
  Service Category	Cable
  Problem Description	AL - Audio Problem Cable
  Select	All Affected Channels
  Select	All Affected Equipment
  Schedule	First available time that works for the customer