Do you have SAP enabled on either your TV or cable box? SAP (secondary audio programming) is not used on all programs; thus, many viewers do not notice that it is on unless they have this type of issue. SAP, if not used, usually is simply a mono mix of the English audio; however, this particular program probably had secondary audio. If you have confirmed that you do not have SAP enabled, we will work with your cable provider to ensure that their audio configuration is correct.
I hear a narrator.
Video description is available for many programs on the secondary audio program, or SAP. If you are hearing a narrator describing what is on screen, you are hearing video description, and that means your television or TV receiver settings have been changed from the primary audio stream to the secondary audio stream. Perhaps there was a software update that changed your settings.
To turn this off, try your Menu, Setup, Options, or Settings buttons on both your TV and your cable box to bring up an on-screen menu of Audio settings. To turn off description, change the audio channel to English, Audio 1, Audio A, or something along those lines.Some remotes have a dedicated button for changing the audio channel, which makes it easy to turn on and off (though it also makes it easier to change it accidentally). Look for a button called SAP, MTS (which stands for Multichannel Television Sound), LANG, or AUDIO.If your TV signal is routed through a VCR, it's possible that it's the VCR that has SAP functionality turned on. Usually, it's your cable box.If you're still having trouble, check the manual for your television or cable box.
Audio is not loud enough/Cannot hear announcer/singer.
Many of our programs are mastered in Dolby Digital, based on the specifications put out by Dolby, which require a lower volume level. If you do not use an external sound system, it is possible that your television is trying to decode the surround sound, but it is not distributing the audio channels correctly. Try turning off any surround sound settings on your TV (frequently labeled MTS or TruSurround). If that doesn't help, change the audio settings on your cable box from PCM to Dolby Digital. If you are using an external sound system, try different audio field settings.
Try resetting cable box/receiver. If this does not resolve the issue, please contact your provider.