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user_344fdf
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2 Messages

Tuesday, October 19th, 2021 1:13 AM

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Audio and video do not match up on dvr, specifically using the Xfinity app

The audio and video do not match when watching recorded shows using the Xfinity app on the fire stick. This is super frustrating and makes the shows unwatchable with the app. 

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3 years ago

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Skip517

Regular Visitor

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15 Messages

3 years ago

I've got the same issue with the stream app on my tablet. Audio is 3 to 4 seconds behind video

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user_344fdf

Visitor

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2 Messages

3 years ago

Has anyone found a solution? I tried updating the fire stick, removing and redownloading the app, and clearing the cache. None of that worked. Calling Comcast customer service was useless.

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XfinityRay

Official Employee

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2.3K Messages

Hello, @user_344fdf and @Skip517 . I am sorry to hear the audio is not matching up. We don't want that happening and apologize for the experience. The troubleshooting steps you tried were perfect. Ensure the updates are done, reinstall our app, clear the cache, restart the device, and force closing then reopening the app are the steps to try. I am not seeing this as a known issue that is being worked on and since none of the troubleshooting steps worked I would like to check further on the account. We can open a ticket if needed. 

 

Please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.
Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" 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 

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

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Skip517

Regular Visitor

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15 Messages

3 years ago

My workaround on my tablet is I download the show to the tablet and shows play correctly but won't help on roku. Xfinity needs to fix the app playback

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user_888db8

Visitor

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1 Message

3 years ago

I am having the same issue.  I am also having an issue with app freezing up

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user_e3b13f

Visitor

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12 Messages

3 years ago

1

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XfinityBillie

Official Employee

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2.9K Messages

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I'm truly sorry to hear that you are experiencing these service issues and would love to look into this further with you. Please send us a direct message to "Xfinity Support" with your full name and address.

 

To send a direct message you may need to:
Click "Sign In"
Click the "direct message" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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