3 Messages

Wednesday, March 16th, 2022 8:48 AM


Inaccurate stereo audio output from videos streamed from Flex interface on Flex TV Box

When streaming a video directly from the Flex interface of a Flex TV Box, the left stereo channel is missing audio elements that are audible when streaming the same video from within a third-party app. The left stereo channel should contain a mix of the front-left, center, and left-surround audio but seems to be missing all elements from front-left and possibly left-surround.

Audio is fine when streaming the same videos from a third-party app.

It is unclear if the issue affects only some videos or if it affects all videos but is more or less noticeable depending on the video's audio mix.

Example: The Pilot episode of Ted Lasso opens with the song "God Save the Queen". The song is not audible in the left stereo channel when the video is played from the Flex interface but the song is audible in both stereo channels when played from the Apple TV+ app.

This issue appears to be limited to the Flex TV Box and does not affect the Xfinity Stream mobile app.

Official Employee


448 Messages

1 year ago

Greetings! We would like to attempt some remote troubleshooting. This style of audio issue is something that should be easily fixed, we have some great options.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• 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

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