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Visitor

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2 Messages

Thu, Jun 30, 2022 6:40 PM

Apple TV Xfinity Stream app is here! One little problem, though, the sound keeps cutting out

Hi!

Just wanted to say 'Thank you!' for getting the xfinity Stream app out on Apple TV!  This really helps :)

One issue, though, the sound is dropping when watching.  Any ideas on what might be going on?

Thanks!

New Poster

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6 Messages

2 m ago

Same issue here was ready to get rid of my box but I can’t have the sound dropping out every five minutes. 

rwheeler5

Regular Visitor

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26 Messages

2 m ago

Having the same issue. 

Official Employee

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407 Messages

Hello. I can help with any of your Xfinity needs. Have you found any relief since you left this post? @rwheeler5

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rwheeler5

Regular Visitor

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26 Messages

Yes. No sound issues now. 

Official Employee

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854 Messages

@rwheeler5 Thank you for letting us know. We are aware of an ongoing issue with the Stream and it is currently under investigation. Thank you for your patience. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Official Employee

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54 Messages

2 m ago

Hello @dscheidt! Glad to hear you get to enjoy the Stream app on your Apple TV, my friend! Let's take a further look at these audio issues. To cover the basics here can I ask are you continuing to have audio dropouts on other streams or was this a one-time event? 

Visitor

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2 Messages

@XfinityErika​ It looks like this has been cleared up.  Maybe just a first day problem.  Working well since then.

New Poster

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6 Messages

@dscheidt​ Still happening on a recording from last night. 

Official Employee

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81 Messages

@dscheidt Oh awesome! That is what we love to hear. Just out of curiosity and for the benefit of the rest of our forum community, were there any steps you took or changes made before you noticed the audio issue clearing up?

I am an Official Xfinity Employee.
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New Poster

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3 Messages

1 m ago

I am having the same issue. Please get this fixed, as I like the new interface.

Official Employee

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854 Messages

@Da_Stomper Thank you for reaching out to the Digital Care Team. Is this happening on the app and the portal? Does it happen on all channels? 

I am an Official Xfinity Employee.
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Visitor

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5 Messages

It happens on all channels live or recorded!

New Poster

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3 Messages

This continues to be a problem on multiple channels. Again, I love the new look but this needs to be cleared up before I switch completely to it. Also, what are the chances of getting Dolby 5.1 on this instead of stereo?

Official Employee

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291 Messages

Thanks for letting us know, @Da_Stomper! Regarding Dolby Digital 5.1, we don't have any information at this time regarding the chances of its availability, but I know some customers are streaming on devices that they can then cast to their TV (and sound system) in order to enjoy various forms of audio. Let me know if that helps! If you are still experiencing issues with the audio in general, may I ask what you've done so far to troubleshoot (i.e. force close and re-open the Stream app, uninstall and re-install the app, power cycle your audio equipment, etc.)?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

1 m ago

Having the same issue as well. Doesn’t matter which channel I’m watching out when watching recordings. Tried adjusting the audio output formats on the Apple TV settings and made no difference. 

Official Employee

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120 Messages

@barret55, We would be happy to run through some troubleshooting steps with you. I would first recommend restarting your box to see if that updates the settings. If you are still having trouble, please send us a DM with your name and address by doing the following:

 

Ensure you are first signed in, then you will see an icon at the top right of your page.
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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5 Messages

Same here! Please fix or I will have to dump xfinity

Visitor

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3 Messages

1 m ago

Also having this issue on multiple TVs with ATV boxes. Have adjusted settings on my TV, sound bar, and ATVs with no changes.

Official Employee

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448 Messages

Does this happen on all channels and DVR content?

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Visitor

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3 Messages

Official Employee

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289 Messages

Ok, thanks for letting me know. Please create your own post about this issue and we can assist you. 

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Visitor

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1 Message

1 m ago

Also experiencing problem from xfinity with Apple tv+. Sound is no longer in Dolby digital. All other tv and apps working in Dolby digital. I have tried resetting app, signing out and back in. Have also unplugged router and xfinity box. Problem remains.

XfinityEthan

Official Employee

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933 Messages

@user_fa4f69. The audio drop outs are a known issue we are working on, but I do not see anything for Dolby digital. Bed on the response to the launch, Dolby 5.1 is not available yet, but my reference does not state if this is supposed to be this way or it is a problem. The best step is to pout in a ticket to bring attention. Let me know if you would like to do that as it requires account specifics. 

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

Visitor

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5 Messages

When r u fixing the audio dropping issue? Or do I drop xfinity for another service?

Visitor

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5 Messages

I hate this problem and I am trying out you tube tv. I will have to dump xfinity! I can’t watch tv like this

Visitor

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3 Messages

1 m ago

I’m having the same issue. It seems to start during commercial breaks and for a little bit into the show after the break ends.

Regular Visitor

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9 Messages

3 d ago

I get no sound from the apple tv app with my x1 box. I watched 7 episodes this pass week, 6 times no problem and one time opened app multiple times before sound came on.

Tonight no sound, tried multiple shows, nothing. For twenty minutes I would try app, no sound, tried prime app got sound, apple no sound, hulu sound, apple no sound, live tv sound, apple no sound.

Visitor

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5 Messages

@bballjer44​ Same here. This is getting ridiculous. I do not understand why Xfinity is not working to resolve the issue instead of wasting customer time by passing the blame to the device.

Visitor

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5 Messages

2 d ago

Hello all: I have escalated this issue to the executive customer service team, however I am being treated as if I am the only customer reporting it. Furthermore, the engineering department who is allegedly looking into this is asking silly questions that have nothing to do with the audio problem itself. Any suggestions?

(edited)

Regular Visitor

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9 Messages

2 d ago

I also find xfinity's response very frustrating as some of us have been very specific that it is the sound on apple tv+ on xfinity's platform only and the questions they have asked are totally unrelated.

Visitor

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5 Messages

@bballjer44​ Thank you for confirming. My hope is that someone from the exec team will read this and see that their previous responses are unacceptable and do nothing to address the problems at-hand. Xfinity absolutely needs to take responsibility for the problems and get it solved quickly or I will be looking for another provider - I am certain others will follow.

(edited)

Visitor

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5 Messages

That is why I gave up and canceled cable tv after 32 years and went with you tube tv! It works great on my Apple TV !

Official Employee

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641 Messages

Thank you for reaching out to us here about the audio issues with the Apple TV+ app, @bballjer44! I definitely want to make sure you can enjoy all your apps! Have you tried uninstalling and reinstalling it?

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

Visitor

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5 Messages

@XfinityEmilyB​ I am pretty sure all of us have gone through the basic troubleshooting steps. As I mentioned previously, this is an issue with the way the app was developed. Apparently your corporate office and engineers do not seem to understand this as I personally have attempted to address these concerns with them directly and I continue to get the runaround. Sounds like it is time for me to switch to a company who knows how to develop apps properly!

Visitor

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5 Messages

To be clear, uninstalling and reinstalling does nothing at all to fix the issue.

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