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. 

@XfinityHeather​ Ongoing issue that’s still happening three months later.

@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?

@XfinityShaina​ It is STILL not fixed.

@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

@user_f4add7​ My husband is researching other streaming options even as we speak.

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. 

@XfinityAntoine​ Happens with all of my channels. 

I would love to try a few steps together. 

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 "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

See https://comca.st/3KQF8q9r for an example.

@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

@user_f4add7​ My husband just signed up for YouTube TV.  If this works, we’ll be dumping Xfinity’s cable.  We pay WAY TOO MUCH a month to have this problem.  Spectrum’s app was great.  And we refuse to switch to a Chromecast or Fire stick.

@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.

@user_c4a4c5​ Yup, that’s all they’ll do.  I had one agent transfer me to Apple after I told him it wasn’t a hardware issue.  They also keep trying to schedule a technician to come to the house…I told them it’s not a hardware problem, it’s clearly the app.  They also said it’s probably an internet issue…but I told them every other streaming app works fine.

@user_c4a4c5​ They’ve supposedly “escalated” mine to the engineering team as well…keep acting like it’s “user error.”  

I signed up for LinkedIn and started sending emails to people who are listed for Comcast Interactive Media…if you check the App Store on the Apple TV, it shows that this is the developer of the app.  I just can’t find a way to reach out to them directly.

@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.

@user_107dc7​ I would love to say they will notify us, however I am not confident it will happen, nor am I confident that a solution will be provided anytime soon. Absolutely unacceptable Xfinity!!!

@user_0ad55e​ Sorry you are having issues too. My experience has been that even recorded shows also have audio dropouts. There is no reason for anyone to have to continue to deal with this. I have no clue what Xfinity is doing and why this has yet to be addressed. I am going on over a week now that the exec customer support has been "reviewing" my concerns. They continue to want to believe it is isolated to something with my setup while refusing to read anything posted here in this forum which clearly shows this IS a widespread, known issue with multiple customers. Even the so-called "engineer" who claims to be working on the issue continues to ask me silly questions about my device that have nothing to do with the issue at-hand.

I work in the cyber/tech field and have told them repeatedly that this is a matter of how the app was developed and someone needs to go in an debug the app. Not hard to understand. Apparently they do not care. What a shame.

@user_0ad55e Thank you for reaching out on the Xfinity Community Forums. Are still seeing an issue with the audio dropping in and out?

I am still having the issue. I used to work at Apple, and I agree with this user’s comment. There are several “issues” with the app that makes me think they assigned development of the app to a PC developer who had no contact with Apple…someone who didn’t understand AppleTV standards or usability. Things like having to hold the button for a long time to exit the app is NOT NORMAL…Apple has usability standards across apps, and Xfinity has ignored those standards in this app. 

With Xfinity’s clout, they could have direct access to help from Apple…Apple has a vested interest in having cable companies adopt AppleTV. Please get in touch with Apple’s develop services and ask for help…and get access to the Spectrum app if you’d like to see perfect implementation. 

@SilverTransplant Thank you for the insightful post! I certainly hope someone at Xfinity will take your advice. This is absolutely ridiculous how long it is taking to address an issue that could be easily resolved if Xfinity worked together with Apple and others.

@XfinityJanelle​ YES WE ARE STILL HAVING THE PROBLEM.

@PJButzer 

This link https://comca.st/3Arxuyx has great information for trouble shooting the streaming app, give these steps listed on the link a try 

@XfinityOrlandoM Why keep giving links to "troubleshoot" instead of fixing the app itself? This is not something customers should need to troubleshoot at all. Xfinity is paid to provide a service to customers which means competent coders/programmers should be tasked with resolving this immediately!!!

@XfinityOrlandoM​ not useful information at all

Hi, @Cross3847. I'm sorry to hear you didn't find this link helpful. I see from your comment earlier you rebooted your Apple TV and uninstalled/reinstalled the App. However, I understand nothing has worked. I ask that you reach out privately, so we can cover the details further. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your full name and service address to help us locate your account. Let me know if you have any questions.

@user_c4a4c5​ An EXPENSIVE service.  We pay them TWO HUNDRED DOLLARS A MONTH for the pleasure of using this app.

@SilverTransplant​ @XfinityVianney i must agree with this comment, I’m using Xfinity now because you have most of the channels on my wish list but the usability issues outlined a live seriously damage the experience and I would probably change subscriptions if an alternative comes along with a more usable app and no audio dropouts. 

@pjeffe001​ There’s another one…I only recently tried recording…whoa, Nellie!  There’s a [Edited: "Language"] user experience if I ever saw one!

So you have to EXIT the show to go back to the menu, then scroll to locate the channel you want to record, then click, navigate over, and click to record…then be presented with all the options.  Okay great.  Set up to record.  Painful, but it works.  But you want to go back and watch that show??  😂😂😂

Then you have to go BACK to the menu, and scroll through ALL OF THE CHANNELS to locate the show you were just watching.  But wait…did the app accidentally put the cursor up on the filters at the top, then get lost so you can’t even figure out where you are?

OMG, this is the WORST user experience I’ve ever seen.  I’m now talking myself into dropping Xfinity.  I don’t think I can wait for the 72 hours for “engineering” to get back with me to tell me that it’s my Apple TV and not their [Edited: "Language"] app.