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user_002618
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Sunday, October 3rd, 2021 3:21 AM

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Recordings, Voice is not synced with picture

Not on every recording, but it never corrects itself. The voice and picture are way off. 
i am using Firetv app

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3 years ago

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XfinityPeterH

Official Employee

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1.5K Messages

3 years ago

Thank you for reaching out and letting us know you are having issues with your service. Not having the voice and picture match up is frustrating. I know how upset I get if this happens so I would be reaching out too! You have come to the correct place for help to resolve this. 

 

Do you happen to have this same issue happen when you try to use our Xfinity App on another device such as smart phone, tablet or even a PC? 

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user_002618

Visitor

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3 Messages

3 years ago

I only use the recordings on my main tv so I'm not sure if it happens on the other devices.  I will try and experiment.  One thing I noticed and I'm not positive because I just noticed this but most of this happens on CBS shows. Could it be a network signal?                                                                                                                                                    

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XfinityAmira

Official Employee

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3.9K Messages

It could very well be related to the network's signal. Have you attempted to perform a manual reboot on the cable box to see if that corrects this issue on your end? You can do so by unplugging the power cable from the back of the cable box, waiting 10-15 secs, plugging the power cable back in, and allowing 10 mins or less for it to reboot. 

 

Let us know if that helps at all. 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 years ago

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JACoyne

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1 Message

I’m having the same issue with fire tv for the Xfinity streaming tv. Any ideas?

3 years ago

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XfinityChristina

Official Employee

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923 Messages

Hi, @JACoyne. What steps if any have you completed? If you are only noticing it with this app, then steps like uninstalling, reinstalling the app and restarting the TV may help. If you have any option to clear cache and cookies I'd try that as well. 

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

3 years ago

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user_e3b13f

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12 Messages

3 years ago

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