Hello user_jq5mvi is this happening on all channels for you as well? How long does the issue last? Does the issue coincide with any pixelation/ video quality issue? Is this happening on all able boxes in the home, or only certain ones?
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user_y8ct5v Have you tried any troubleshooting steps? Such as restarting the TV box manually or through the Xfinity App?
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I am having the same issue with the xfinity stream app on my Apple TV. I have only noticed it on live tv but happens on all channels. No pixelation just the sound drops out constantly. I had a service call scheduled but for some reason they cancelled it without telling me or asking me if the issue was resolved. Appears to be a problem only with that xfinity stream app as every other app works perfectly fine.
also to note: I have fire sticks on a couple of my other tvs and the xfinity stream app works fine (no sound drop)
user_1o9gwp Have you tried uninstalling and reinstalling the Xfinity Stream App to see if the audio issues continue to drop?
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Oh, no @user_1o9gwp! I'm sorry to hear that after deleting and reinstalling the app you are still having issues with the sound on live TV channels, rest assured our team is here to help. May I ask if this is happening on all channels or specific channels? What type of device are you using to stream?
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We’re experiencing the same issue on Apple TV. It’s particularly frustrating when we’re trying to watch a news program and miss crucial details due to intermittent audio drops.
I have the same issues streaming Xfinity through my Apple TV devices. I have tried multiple times to troubleshoot with Xfinity and they have been unsuccessful at resolving the issue. We had a technician come to the house. He checked the Internet speed, which was fine and said that they have known issues with the app.
I am having the same issue using Xfinity Stream. Multiple TVs. Recorded content. Live content. Different channels. Cuts for 1-3 seconds and comes back. Totally annoying and almost unwatchable. Thankfully Xfinity has fantastic phone support----just kidding---they take the "service" out of "customer service". I don't expect anything to change until I cancel altogether.
Thank you for detailing what is going on with your stream service, @user_bdafdd. Can you let me know what devices you are having issues on (brand, type, etc.)? Also, does this happen during specific times of the day or is it random?
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Samsung & LG TVs. Via AppleTV----Xfinity Stream is the only app with issues. All times of day. No associated pixelation. It's not the TV. It's not the Apple TV. It's not the speed of signal, I have them hardwired ethernet at get 900MBPS to the TV.
It's an Xfinity problem or Xfinity Stream problem.
user_bdafdd Thanks for reaching out about the audio issue. Is it just live TV with the issue or does it also happen when watching something from On Demand?
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Thank you for the context. The Stream App is intrinsically connected to both your TV service and the intent. Are you able to download the Stream App independent of the Apple TV? If so, do the same issues appear?
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Thank you for reaching out to us here @user_jr8nmc. If you are still experiencing any issues with that app have you tried to troubleshoot that from the Xfinity app? You can also uninstall and reinstall that app to see if that will resolve that as well.
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I have been experiencing the same frustrating audio drop issues on live feed for the past month with Xfinity stream app on three different Sony XR-85x95j tvs. All are running the Xfinity app on Apple TV devices. Audio drops for approximately 3 seconds, no issues with video. Each tv is connected to direct Ethernet using Xfinity 1 gig service. I have reset and made sure tvs and Apple TV devices are on most current updates. I have also deleted the Xfinity app and reinstalled on all three tvs…still experiencing 3 second audio drops.
They must know that this is an issue.
Xfinity, what is the root cause of this issue and what is your solution?
@user_c8b88q Thank you for taking the time to reach out to us here on our Xfinity Forums. I appreciate you letting me know the troubleshooting steps you've taken. Is this only happening with live TV or also with on demand and recorded programming?
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Thank you for taking the time to reach out to us here on our Xfinity Forums. Have you tried uninstalling the app from your device?
have you made sure your software is updated on your device?
have you tried rebooting your modem or wifi router ?
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SAME! Sounds dropping ONLY using Xfinity stream app on Apple TV. No other apps have audio issues with streaming content - none. I’ve done all the troubleshooting. They had this problem when they first released the Xfinity stream app for Apple TV - clearly it’s a coding issue on their backend, which had to be fixed previously. I insisted on months worth of credits until it was fixed. Calling again now since this is happening again.
Spent almost 3 hours on phone and chat yesterday trying to get this fixed. It's been going on for months. A got some partial credits and a tech is coming out today. I'm highly confident the tech won;t be able to fix but it's another step I need to go through to get more credits for past months. I think this is going to be the end of me with Xfinity. I had already returned all cable boxes so now cutting the cord is easier. I might keep internet but Ting gives me 1000 up and 1000 down for under $100/month with unlimited data. Xfinity 1200 gigabit with unlimted data is $141 or $131 with autopay discount. I'd love to have Xfinity internet with the new DOCSIS 4.0 but who knows when that is coming. PLus Xfinity has great deals on internet for NEW customers but not those like me have been with them for 30 years
Hello, @user_bdafdd I'm sorry to hear you have returned the cable boxes in order after being unable to resolve this service issue. I'd be more than happy to reach back out to you through here after the tech visit. It's important to me that your services are working properly after the appointment.
Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.
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PJButzer - It's important to us that you're able to enjoy your shows, and your feedback is appreciated. What model Apple TV are you using that is experiencing this issue? Also, are you using the audio from the TV, or are you using a separate sound system?
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I returned the regular boxes because they went from being free, to 5/mo, to 7/mo, to 9,mo to $10/mo. I was renting 7 boxes @ 10/month. They said I could use Stream but that obviously doesn't work. I've got one foot out the door already and it's liberating.
I too am having this issue. I’m hardwired in with Ethernet to 2 different Apple 4K TVs. The audio issue drops out completely and resumes after a few moments. It happens enough that it’s almost predictable. I have Video and HSD service. I use the Xfinity Stream App. The issue seemingly occurs more frequently during live TV vs a recording. However, during A VOD movie though, it does not. Which would then point to an issue with live tvs or recordings. I also have no audio issues outside of the Xfinity stream app. For example, I’ve confirmed this using other apps and using the TV without the Apple 4K tv. The Xfinity Stream app appears to be the source and I’d like you to add this information to the trending log as well as put in a ticket for the Xfinity Stream team. The issue has persisted for months. I purchased a 4K Apple TV device for my parents in a neighboring town, when they use their Xfinity Stream app, only watching live tv, they also experience the drop in audio. This is not an internet issue, an HDMI issue, a setting issue, anccount issue, a level of service issue, a buffering issue or any other related problem. The problem is squarely with this version of the Xfinity Stream app for the Apple TV. The issue does not persist on my iPhone equivalent Xfinity Stream app.
user_pmt9uc Thanks so much for taking a moment out of your day to let us know you and your family are also running into this audio issue with the Xfinity stream app on your Apple TV's. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to take all of this information you have provided and to help get the issue reported for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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I have had the same issue using the Xfinity TV app on all three different Apple TVs, iPad App and Roku app. In searching the forum I see this issue has been going on for over TWO years (at least for Roku devices). Regret now returning my boxes, which was a mess actually getting Xfinity to finally mark as returned after four phone calls over four months. Learned a lesson there to always get a receipt when you return equipment at the store….where is the FTC
Hello, @user_bdafdd please let me know if you're still needing assistance. Thank you.
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Having this issue too. No set top box. Only use the streaming app. I’ve completed all of the trouble shooting mentioned previously. One difference in my situation is that I am viewing on an iPhone 12 Pro Max 128gb. I had the same issue on an older Roku tv, however I no longer own that device. I also have a newer Samsung tv which doesn’t appear to have this issue. Please advise… are there any devs looking into this issue? Are there any updates? It can’t be that hard to reproduce, judging by all the data collected on this forum post alone….
Sincerely,
Frustrated and considering all my options in Maryland
Hello, @user_abb52a. I appreciate you making us aware you're still experiencing audio issues even after troubleshooting. I would be more than happy to help find a solution to this problem you're having.
Have you by any chance tried removing the app from your phone and then downloading it again? Are you having the same issue with any other wireless device?
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.
I’ve been dealing with this for 5 months. Two weeks ago I spent over an hour waiting to talk with xfinity tech service and they said that they were pushing through a reset to my internet service and they were confident that it would correct the problem...it didn't. They gave me a $15 discount for all of my troubles (last time I earned that little for my time was
1983). They know that this is an issue but clearly don't care. The Chatbox responses that keep repeating the same useless advice says a lot...here comes the automated xfinity apology and empty advice!
Amen to all of that… I especially like the ‘83 comment btw; but I digress. I really do know exactly what you mean tho… it is all pretty infuriating. And trust me, if I had ANY other viable option, I would be all over it by now. And ultimately THAT is what gets me the most, that they know there’s no competitor offerings in my area (yet). But the second a half decent service is offered in my are that meets all my needs, I’m going to be the very first person to sign up and be done with this nightmare once and for al!!!
I’m probably done with xfinity. I signed up for YouTube TV for $61 per month to try it out. It Includes 140 channels, pretty much the same programming selection as xfiinity with local tv, sports, NFL and so on. So far it’s pretty good and has the ability to pause, rewind and fast forward live programming which the finity doesn’t have. Just need to get used to the different layout and features.
I’ve used YouTube tv a few times (relatives, on vacation, etc) and I hated the UI… & found it generally confusing (I don’t think it’s age related even though I’m 50+); I’m no slouch when it comes to tech (usually)… I’m a software engineer by profession. At any rate, maybe I should consider it too.
Been having the same problem for at least 5 months. Apple TV 4k. Moved from an apartment in another state where Charter/Spectrum was the main cable company. The spectrum app still works for me (except local channels and recording). Spectrum app is light-years ahead of Xfinity.
We have been having this same audio issue for the past two months. Basically the same set up as most users on this forum. Apple TV 4K, Sony TV, audio going thru a Sony receiver. Problem occurs using TV audio and the receiver. Audio drops out on live broadcasts about 1-3 seconds at least every 5-10 minutes. Audio issues are only with the Xfinity streaming app, not any other streaming app, even with live events. Audio settings do not affect the dropouts (Apple TV audio format, compression, loud sound suppression, or any combination of all of these).
This really needs to be diagnosed and fixed.
We were Spectrum users and miss that service. It is a much better app and the recording of live broadcasts was a lot better also (it retained the original broadcast’s resolution, the Xfinity app downgrades it for a cloud recording for some reason).
This is a very OBVIOUS issue XFinity. It happens on Apple TV, XFinity Stream app. Thats the common theme. Fix your coding. Stop sending pointless replies that we’ve all done 50 TIMES already. No, uninstalling and re-installing the app does not work. No, resetting the modem doesn’t do anything and has nothing to do with the problem. No, a tech coming out and inconveniencing the hell out of us isn’t going to solve the problem. The. Problem. Is. The. App. Fix it. Update it. Act like you remotely care about your customers forced to stay with your monopoly for decades.
I agreed 100%. I contacted Comcast spent hrs explaining the issue. The tech have no idea how to fix it you know what they told me to get a Comcast dvr box to solve the issue. I have try everything, new hdmi cable, upgrade and reinstall software, change audio format , reboot, nothing work. Is very obvious it is a Comcast Xfinity streaming apps issue on Apple tv at 4K. I have another tv but using Roku without the problem. Comcast go fix it or everyone will move to YouTube tv.
user_lp475y thank you for using the Community Forums page. We appreciate your feedback, however there could be a number of potential root causes for why this application is only not working with an Apple related problem, including the potential need for an update on their end. This is why we elect to perform due diligence.
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.
Thank you for reaching out and sharing your experience. I completely understand your frustration, especially after spending so much time trying to resolve the issue. It’s clear that you've put in a lot of effort to troubleshoot this on your own.
I apologize for the inconvenience you've faced with the Xfinity Stream app on your Apple TV 4K. I want to assure you that we're committed to finding a solution. The fact that your Roku setup is working fine helps us narrow down the issue, and I'll make sure this feedback is passed along to the technical team.
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.
I have the same issue with TV sound cutting out from only the Xfinity app, all 3 TVs stream through Apple TVs. Restarted the box but no change. Customer service asks same questions of everyone on this forum but I don’t see a single example of resolving the problem for anyone. Can’t they go to someone’s house, figure it out and help all who are having the same issue?
Thank you for bringing this to our attention. I completely understand how frustrating it must be to experience sound issues on all three of your TVs while using the Xfinity app, especially after trying a restart with no improvement. I’m sorry for the inconvenience this has caused, and I appreciate your patience as we work to resolve it.
While restarting the box is often a good first step, I realize it could be better when that doesn't solve the problem. I’ll make sure your feedback about the troubleshooting process and the need for a more hands-on approach is shared with our team.
Since the issue is not related to the Xfinity network, it's likely a tech wouldn't be able to troubleshoot this there. Can you let me know what steps you've tried so faro, and if any tickets have been created since you reached out?
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.
So annoying. The xfinity app for Samsung TV works fine. Seems like a simple bug in the Apple TV app only if they would just investigate it. I hate switching to Samsung’s menu for live tv then back to Apple TV for everything else.
Hello and welcome to Comcast @user_q96phm. I am sorry to hear you are experiencing sound issues on the Xfinity Stream App. You are in the right place and we are happy to take a look at your audio issues.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page. Here's the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Direct Message” icon (upper right corner of this page) • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list • Type your message in the text area near the bottom of the window • Press Enter to send your message
Let me know if you have any questions.
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.
FWIW, it has been happening for quite some time to me as well, mostly with CNN. It is not limited to the Apple TV device, as most of my streaming is done on my iPad. Believe me, I’ve done all the troubleshooting steps over time. I wonder if it has something to do with the Apple version(s) of the app. Cutouts increase with viewing time.
@XfinityRoberto we have same issue, replaced all boxes, on TV and on sound bar. Did refreshes, power off/on, exchanged boxes, both live and on recorded, every 1-4 mins on some channels. Beyond annoying. Techs found nothing, just say exchange equipment. It seems to be a universal problem.
user_jq5mvi
1 Message
6 months ago
Ours is doing it too. We are in the Denver metro area and this is happening way too often.
(edited)
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XfinityAntoine
Official Employee
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1.4K Messages
6 months ago
Thanks for reaching out, user_w7k05b! Does this happen on recorded playbacks and On Demand content?
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user_1o9gwp
2 Messages
6 months ago
I am having the same issue with the xfinity stream app on my Apple TV. I have only noticed it on live tv but happens on all channels. No pixelation just the sound drops out constantly. I had a service call scheduled but for some reason they cancelled it without telling me or asking me if the issue was resolved. Appears to be a problem only with that xfinity stream app as every other app works perfectly fine.
also to note: I have fire sticks on a couple of my other tvs and the xfinity stream app works fine (no sound drop)
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user_bdafdd
Visitor
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14 Messages
6 months ago
I am having the same issue using Xfinity Stream. Multiple TVs. Recorded content. Live content. Different channels. Cuts for 1-3 seconds and comes back. Totally annoying and almost unwatchable. Thankfully Xfinity has fantastic phone support----just kidding---they take the "service" out of "customer service". I don't expect anything to change until I cancel altogether.
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user_bdafdd
Visitor
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14 Messages
5 months ago
PLEASE HELP. This is unwatchable.
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user_c8b88q
5 Messages
5 months ago
I have been experiencing the same frustrating audio drop issues on live feed for the past month with Xfinity stream app on three different Sony XR-85x95j tvs. All are running the Xfinity app on Apple TV devices. Audio drops for approximately 3 seconds, no issues with video. Each tv is connected to direct Ethernet using Xfinity 1 gig service. I have reset and made sure tvs and Apple TV devices are on most current updates. I have also deleted the Xfinity app and reinstalled on all three tvs…still experiencing 3 second audio drops.
They must know that this is an issue.
Xfinity, what is the root cause of this issue and what is your solution?
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PJButzer
Visitor
•
2 Messages
5 months ago
SAME! Sounds dropping ONLY using Xfinity stream app on Apple TV. No other apps have audio issues with streaming content - none. I’ve done all the troubleshooting. They had this problem when they first released the Xfinity stream app for Apple TV - clearly it’s a coding issue on their backend, which had to be fixed previously. I insisted on months worth of credits until it was fixed. Calling again now since this is happening again.
7
0
user_pmt9uc
1 Message
4 months ago
I too am having this issue. I’m hardwired in with Ethernet to 2 different Apple 4K TVs. The audio issue drops out completely and resumes after a few moments. It happens enough that it’s almost predictable. I have Video and HSD service. I use the Xfinity Stream App. The issue seemingly occurs more frequently during live TV vs a recording. However, during A VOD movie though, it does not. Which would then point to an issue with live tvs or recordings. I also have no audio issues outside of the Xfinity stream app. For example, I’ve confirmed this using other apps and using the TV without the Apple 4K tv. The Xfinity Stream app appears to be the source and I’d like you to add this information to the trending log as well as put in a ticket for the Xfinity Stream team. The issue has persisted for months. I purchased a 4K Apple TV device for my parents in a neighboring town, when they use their Xfinity Stream app, only watching live tv, they also experience the drop in audio. This is not an internet issue, an HDMI issue, a setting issue, anccount issue, a level of service issue, a buffering issue or any other related problem. The problem is squarely with this version of the Xfinity Stream app for the Apple TV. The issue does not persist on my iPhone equivalent Xfinity Stream app.
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user_lzfb5c
8 Messages
4 months ago
Did your problem fixed? If yes, how?
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user_i6ewuz
1 Message
4 months ago
It’s an issue with Apple TV & the Xfinity stream app. THATS THE ONLY FACTORS THAT MAKE THIS ISSUE AN ISSUE. Apple TV. Live tv. Xfinity Stream app.
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user_abb52a
Visitor
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5 Messages
4 months ago
Having this issue too. No set top box. Only use the streaming app. I’ve completed all of the trouble shooting mentioned previously. One difference in my situation is that I am viewing on an iPhone 12 Pro Max 128gb. I had the same issue on an older Roku tv, however I no longer own that device. I also have a newer Samsung tv which doesn’t appear to have this issue. Please advise… are there any devs looking into this issue? Are there any updates? It can’t be that hard to reproduce, judging by all the data collected on this forum post alone….
Sincerely,
Frustrated and considering all my options in Maryland
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user_c8b88q
5 Messages
4 months ago
I’ve been dealing with this for 5 months. Two weeks ago I spent over an hour waiting to talk with xfinity tech service and they said that they were pushing through a reset to my internet service and they were confident that it would correct the problem...it didn't. They gave me a $15 discount for all of my troubles (last time I earned that little for my time was
1983). They know that this is an issue but clearly don't care. The Chatbox responses that keep repeating the same useless advice says a lot...here comes the automated xfinity apology and empty advice!
7
user_lp475y
2 Messages
3 months ago
This is a very OBVIOUS issue XFinity. It happens on Apple TV, XFinity Stream app. Thats the common theme. Fix your coding. Stop sending pointless replies that we’ve all done 50 TIMES already. No, uninstalling and re-installing the app does not work. No, resetting the modem doesn’t do anything and has nothing to do with the problem. No, a tech coming out and inconveniencing the hell out of us isn’t going to solve the problem. The. Problem. Is. The. App. Fix it. Update it. Act like you remotely care about your customers forced to stay with your monopoly for decades.
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user_2ipyk2
4 Messages
3 months ago
I have the same issue with TV sound cutting out from only the Xfinity app, all 3 TVs stream through Apple TVs. Restarted the box but no change. Customer service asks same questions of everyone on this forum but I don’t see a single example of resolving the problem for anyone. Can’t they go to someone’s house, figure it out and help all who are having the same issue?
1
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user_q96phm
2 Messages
3 months ago
So annoying. The xfinity app for Samsung TV works fine. Seems like a simple bug in the Apple TV app only if they would just investigate it. I hate switching to Samsung’s menu for live tv then back to Apple TV for everything else.
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