Video audio syncing issue

I purchased The Conjuring the last rites from Xfinity on demand. The audio starts about 20 seconds before the video. I have tried pausing it, restarting the movie, restarting the flex box, updating the flex, changing audio setting on the flex and my tv, unplugging the flex for a little bit, restarting the router. I even went as far as renting the movie to see if maybe something was wrong with the purchased version but no luck. So now I have renter and purchased the same movie with no upside to it. Any suggestions?

Responses

Oldest First

Selected Oldest First

XfinitySean

Official Employee

•

174 Messages

8 hours ago

Hi there user_qhzur5, thanks for reaching out through our community forums. I'm sorry you're running into repeated audio issues on that specific program. As you've ordered the program through multiple avenues, it sounds like there may be something wrong with the version in our database. We'll want to try to troubleshoot the issue and possibly have a ticket submitted to send to our engineering team. Please send us a direct message you full name, name on the account (if different), and service address, and we'll get started!

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.

• Click "Sign In" if necessary

• Click the "direct messaging" icon or https://comca.st/3J0ir1l

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send

0

U

user_p7on6b

Visitor

•

2 Messages

7 hours ago

I’m having the same issue, did they resolve your issue?

2

0

XfinitySean

Official Employee

•

174 Messages

Hi there user_p7on6b! If you're running into the same issue, it's definitely something that's wrong with the version in our database. The more reports we receive betters our chances of bringing it to our engineering teams to be fixed. Please send us a direct message with your full name and service address, and we'll go through the troubleshooting process that will create the ticket necessary.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.

• Click "Sign In" if necessary

• Click the "direct messaging" icon or https://comca.st/3J0ir1l

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick