Have TV Questions? Ask a TV Technician
Hello, My name is ***** ***** I'll be assisting you. I'm sorry you're having problems. By far the most common cause of this problem, is a glitch in the cable box processing.Please follow the steps below:1) Shut the TV off, and then disconnect the cable/SAT box AND the TV from power (unplug their power cords).2) If using an HDMI cable, disconnect and reconnect the HDMI cable on both ends when the cable box is unplugged from power (make sure it's secure on both ends).3) Press and hold the power button on the TV itself (not the remote) for 10 full seconds while the set is unplugged, then release the power button.4) Plug the cable box AND the TV back into power, then turn the TV on and attempt to watch a program.
This should restore the sound. However if it does not, then please try another source- such as a DVD player on the TV and see if that has sound. This tells us whether or not the TV, or the cable/SAT box itself is causing the problem.
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The Input settings are not incorrect. What specifically do you have connected to the TV please?
If you have a picture then we know the Input setting is correct. That's why I am asking about the "Source" (example: Cable/SAT box, etc.).
9 times out of 10 the issue is with the ATT box (any Cable Box is the typical root cause of the problem) and not the TV itself. Play one of the TV's built in apps to find out the root cause- do they have sound?
It's a Smart TV. Using the original remote you can access apps like Netflix, etc. Or have you never used those (since it would take over an hour to get those setup)?
Okay. So we have no way of knowing if the Cable Box (most likely) or TV (least likely) is what has lost sound. Since you have nothing else to connect to the TV, I would suggest your next step as having the cable company swap out their cable box since this is 90% of the time the root cause. It's not a setting or adjustment issue however and I would also suggest trying the reboot steps I posted above once more before giving them a call.
If you need further assistance let me know. Before you go, PLEASE DO click at least a 3 STAR RATING, at the top of your screen (scroll up the page to get to the STARS). That is how I am credited for my efforts by the site. You can follow up any time as needed at no additional cost.
Okay Since that could take quite a bit of time, when you have it connected IF your Netflix DOES have sound then you will know with 100% certainty that your cable box is the cause. You can use ANY OF THE TV APPS.
Do you need further assistance with this?
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