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Visitor

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2 Messages

Thursday, June 30th, 2022 6:40 PM

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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!

Question

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Updated 

3 years ago

3.4K

29

Cross3847

Visitor

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4 Messages

3 years ago

I have the audio problem with it cutting out. I also am only getting a stereo signal from the Xfinity app.  I have rebooted my Apple TV 4K, uninstalled the Xfinity app.  I do not have this problem with the app on my old Roku.   

7

Eboj

Visitor

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1 Message

3 years ago

I am also having this problem. 

Have a 1 year old Apple TV HD with latest SW updates. The only app that has sound drop out is xfinity, it comes and goes. 

Xfinity, the problem is on your side. Please fix it!!!

3

XfinityChristy

Official Employee

 • 

2K Messages

@Eboj Thank you for reaching out about this connection issue. Have you had a chance to restart your Apple TV box to see if that updates the settings? If that did not help we would be happy to dig into this audio issue with you. When you have a moment please send your name and service address to "Xfinity Support." You can do this by using the Direct Messaging icon at the top of the page. 

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

user_c4a4c5

Visitor

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22 Messages

@XfinityChristy​ Why do you all keep thinking this is an isolated issue!? Do you not see this is an Xfinity problem yet? This has nothing at all to do with the hardware we are using. This is YOUR problem. Get with your developers and fix it!!!

3 years ago

SilverTransplant

Visitor

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23 Messages

@XfinityChristy​ @XfinityThomasC 

This is NOT a “restart the box problem.”  THIS IS AN APP ISSUE THAT XFINITY NEEDS TO FIX.  People have probably given up trying to call your tech support because the agents don’t have a freakin’ clue what is going on.  The agent I just spoke with about an hour ago literally transferred me to Apple support after I told him it was NOT a hardware issue.

THIS ONLY HAPPENS ON THE XFINITY APP.  Your developer group needs to be involved with this issue, and not tech support.

And don’t even get me started on the problems with usability on the Xfinity app…we just moved from Texas, and the Spectrum app is hands down more elegant and user friendly.  The Xfinity app has real problems.  I would REALLY like to give usability feedback to the group that developed this.

3 years ago

user_0e3951

Visitor

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1 Message

3 years ago

I'm having the same issue, still a problem 3 months later...

2

CCChelseaA

Problem Solver

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637 Messages

We'd love to help, and thank you for reaching out to let us know that this is an ongoing issue you've experienced!
May I ask to confirm, is it only happening with the audio itself within the application?
Had you the opportunity to remove and re-install the application? And is this isolated to just the Xfinity stream app?
We hope to hear from you soon and, as mentioned would love to help out! 

I no longer work for Comcast.

3 years ago

0

SilverTransplant

Visitor

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23 Messages

@XfinityChelseaA It only happens with the audio, and on mine it happens about twice every 30 to 60 seconds.  

We have done all these things…removed and reinstalled the application, unplugged the box.  Ours is on Ethernet, but we’ve also tried it on wifi.  I used to teach tech support at Apple and know this product well.  It IS only isolated to the Xfinity stream app.  We stream everything else fine!  It is NOT a hardware issue…we have four Apple TV 4K boxes that we used to use flawlessly with Spectrum streaming, and all other streaming apps work flawlessly.  We also have those on four relatively new top-of-the-line Samsung TVs.  

I am frustrated beyond belief, and tired of Xfinity ignoring this issue.  What are you guys going to do about it??  And can you escalate this to the Comcast Interactive Media group that shows as the developer of this app?  THEY NEED TO BE INVOLVED IN THIS DISCUSSION.

(edited)

3 years ago

user_97a930

Visitor

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4 Messages

3 years ago

Still no fix for this??  Come on Xfinity it's so annoying, you finally release it and then don't update it?? No other app's sound is affected except the Xfinity app. 

1

CCJay

Official Employee

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618 Messages

@user_97a930.

 

We'd like to try to properly troubleshoot this issue with you. That way we can submit a ticket to have this further addressed for everyone. 

To send a direct message [private message]:

  •    Click "Sign In" if necessary
  •    Click the "Direct Message" icon or https://comca.st/3SDC2JU
  •    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

I no longer work for Comcast.

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

0

user_c4a4c5

Visitor

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22 Messages

3 years ago

@user_97a930 Same thing I have been saying for months. All Xfinity does is continue to make up excuses instead of actually resolving the issue at hand!

2

Cross3847

Visitor

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4 Messages

@user_c4a4c5​ I saw one on here that said to unplug and plug the Apple TV back in.  Nothing they have suggested works at all!!!

3 years ago

SilverTransplant

Visitor

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23 Messages

@Cross3847​ It’s laughable.  I just had an agent tell me to unplug the HDMI cable from the Apple TV and wait an hour for “it to update.” That’s absolutely ridiculous.  

3 years ago

0

SilverTransplant

Visitor

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23 Messages

3 years ago

IT IS STILL HAVING THIS ISSUE, AND XFINITY IS REFUSING TO ACKNOWLEDGE THE PROBLEM.  

I’ve been on the phone with Xfinity for literally hours today trying to deal with this issue.  The tech support agents DON’T UNDERSTAND THE APPLE TV, and only want to tell you that the box is not working correctly.  We have FOUR 4K Apple TVs that we used with Spectrum in Austin and they worked PERFECTLY.  Every other app on the Apple TV works flawlessly…the only one with a problem is the Xfinity app.  I am beyond frustrated, and angry that we pay $200 a month for a service that doesn’t work.  

The response from tech support has been “get a Fire stick or Chromecast,” but I don’t want to—Xfinity has an Apple TV app!!  All of our other streaming apps on the Apple TV work perfectly, and I like that the Apple TV works seamlessly with my other Apple products.  

The last agent I spoke with moments ago literally asked me to unplug my HDMI cable and wait for one hour for the system to update.  Are you kidding me?  I’ve been told to unplug the Apple TV and plug it back in, restart the Apple TV, plug it into a different HDMI port on our very current Samsung TVs.  The agent before that transferred me to Apple because they don’t understand the problem, even after I told them that it is NOT an Apple hardware issue…it is very clearly an Xfinity app problem.  If every other app works without sound cutting out, then this is NOT a hardware problem.  

We have switched out HDMI cables and done all of the mickey mouse troubleshooting that Xfinity wants us to do…it simply doesn’t work.  And I’m really tired of coming up on the forums and people saying they’re having the same issues, only to have an Xfinity employee comment how GREAT it is that this is fixed!!!  IT IS NOT FIXED.  

I would really like to talk to the Comcast Interactive Media group and tell them that there are problems with this app.  They can also reach out to Apple Developer program to get assistance in fixing the problem.  Why is it so difficult to actually talk with someone who can fix this?  Xfinity just wants to stick its head in the sand and not deal with it…and transfer us all over the place to other employees who don’t understand the problem.

I used to teach tech support in Austin at Apple.  When you call into Apple, and you can’t fix a problem with the frontline agents, the process mandates that you escalate the problem to a tier 2 group with broader expertise and connections to fix the problem.  I would expect that Xfinity has something similar…

0

SilverTransplant

Visitor

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23 Messages

3 years ago

@XfinityHeather @XfinityLamont @XfinityJanelle @XfinityOtto @XfinityEmilyB @XfinityAntoine @XfinityChelseaA @XfinityAngie @XfinityBrandon @XfinityVianney @XfinityThomasC @XfinityEthan @XfinityErika @XfinityShaina @XfinityCMFA @XfinityJessica @XfinityTylerK 

Can anyone mentioned above please escalate this issue to a group that can fix the problem?  This is not a problem that has gone away.  It is still a problem with the latest Apple TVs, latest Apple TV OS, latest TVs.  The Xfinity app is the ONLY app on the Apple TV with sound cutting out.  Trying to go through Xfinity tech support is frustrating, and the agents simply don’t understand the problem.  This is NOT a hardware issue; it is an issue with the Xfinity app, plain and simple.  

LOOK AT ALL THE VIEWS ON THIS THREAD.  For those of us trying to get help, there are MANY more who just give up.

You can reach me at “Austin area code” plus [Edited: "Personal Information"].

(edited)

0

user_c4a4c5

Visitor

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22 Messages

3 years ago

Apparently there was an update released recently which was supposed to fix the audio issues. Well guess what? It did nothing at all to fix it. What is wrong with you all?

5

Rwmorrisonjr

Visitor

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6 Messages

@user_c4a4c5​ when did this update come out and do you know what the version number is? Mine is still glitching with the sound. 

3 years ago

0

CCAshley1

Official Employee

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746 Messages

We appreciate your feedback. We can troubleshoot your equipment and also forward feedback of the issues at hand. 

I no longer work for Comcast.

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

0

SilverTransplant

Visitor

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23 Messages

@XfinityAshley​ we have TRIED troubleshooting with you guys and IT DOES NOT WORK.  HOW CAN WE TALK TO SOMEONE IN THE APPLE TV APP GROUP?

Can’t you guys see that we’re VERY FRUSTRATED?

(edited)

3 years ago

user_c4a4c5

Visitor

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22 Messages

@Rwmorrisonjr​ Because I went to the AppStore and noticed a new version was released. I also work in tech so that helped...

The latest version is 1.1.0.198. Thanks!

3 years ago

0

CCJess

Problem Solver

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323 Messages

I understand how frustrating it is to have ongoing service issues like this. We definitely report these issues to our teams who can help resolve things, we want to make sure you are able to enjoy the Xfinity Stream app on the Apple TV. If you would like to troubleshoot to see if we can' help please follow the instruction to send us a DM that are listed above. 

I no longer work for Comcast.

3 years ago

0

user_c4a4c5

Visitor

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22 Messages

3 years ago

Hello @SilverTransplant and fellow frustrated Xfinity users! Since nothing else seems to be working, I would highly recommend EVERYONE having an issue call the corporate office and open a case with the exec customer service team immediately.

In addition to the audio issue we are all having, I am also experiencing significant problems with recording shows that freeze up right in the middle of the recording, constantly resulting in a frozen video. Interestingly enough, when this occurs, the audio does not seem to be impacted.

In case anyone from Xfinity viewing this thread is confused, this is absolutely the worst so called "live TV streaming app" I have ever seen!!!

1

user_c4a4c5

Visitor

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22 Messages

Since the forum appears to be censoring the corporate office phone number (hilarious)... I will try to post it once again in a different way. Here it is:

215

665

1700

(edited)

3 years ago

user_97a930

Visitor

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4 Messages

3 years ago

I am also having the recording issue where it freezes but audio continues

3

CCStephanieT

Contributor

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342 Messages

@user_97a930​ 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/3KQF8q9 for an example.

I no longer work for Comcast. 

3 years ago

0

user_c4a4c5

Visitor

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22 Messages

@user_97a930​ Thank you for confirming I am not alone!

3 years ago

0

user_c4a4c5

Visitor

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22 Messages

@XfinityStephanieT Your team does nothing to resolve problems. No one benefits from your method of "troubleshooting". All of the issues being discussed in this forum are as a direct result of an extremely poorly developed streaming app. When are you all going to acknowledge this?

3 years ago

0

Maroonhokie

New Poster

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3 Messages

3 years ago

I keep having this problem across devices.  Please fix it!

0

Maroonhokie

New Poster

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3 Messages

3 years ago

I have this issue constantly across multiple devices.  Please fix it!

0

user_370fc7

Visitor

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5 Messages

3 years ago

I’m also having this same issue with sound cutting out—sometimes it’s once a minute for 2-3 seconds at a time. We use the xfinity stream on Apple TV. No problems at all with Hulu, Netflix, Peacock, Sling, all of which we watch on the same device. We have no choice but to cancel xfinity stream as I can see from this thread there are no solutions. 

1

0

XfinityArmand

Official Employee

 • 

2.1K Messages

Hi there @user_370fc7!  Thanks so much for taking the time to reach out to Xfinity Support with Digital Care here on out Community Forum.  We are so glad to hear from you and want to help out inany way that we can in making sure you are able to access our Xfinity Stream app with no issue.  Please feel free to shoot us a private message with your full name and service address so that we can take a look at what is going on for you.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 

 • 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

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

0

user_882f25

Visitor

 • 

1 Message

3 years ago

I’m having the same issue with audio cutting out while using the xfinity app on my iPhones and iPad. Please Help. 

1

0

CCAaron1

Problem Solver

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954 Messages

Hello @user_882f25. It has been a couple of days since you reached out. Are you still having issues, or were you able to get your issue resolved? -Aaron 

I no longer work for Comcast.

3 years ago

0

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