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

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

Yes. No sound issues now. 

@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. 

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

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

@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?

@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? 

It happens on all channels live or recorded!

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?

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.)?

@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.

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

Does this happen on all channels and DVR content?

@XfinityAntoine​ Yes

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

@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. 

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

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

@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.

@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.

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 !

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?

@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!

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