Three things can cause this:
1) not all HD is recorded in surround sound. You can very well watch an HD program that just has Left/Right stereo audio. Tombstone on bluray is even only in Dolby 2.0
2) wrong connection is used. If you only use red/white analog stereo cables you will only get sound out of the left/right mains.
3) setting on the cable box is set to stereo and not surround. Changing this varies by cable box manufacturer.
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