Audio does not sync properly in Xfinity Stream App using Firestick

@XfinityMarcos This audio syncing problem is not on any other streaming apps using the same setup. I do not have a cable box. It is only an issue using the Xfinity Stream app to watch recorded programs on my FireStick. 

@user_e3b13f, understood, thank you for taking the time out of your weekend to get us on the same page with what you're experiencing and the extent of it. Are you able to test your Stream app on a phone or even the web browser to confirm if the issue is there as well? The reason I ask is to get the full scope of your issue.

With limited testing, it does not appear to be an issue when watching from either my phone or a web browser. Only from the Xfinity Stream App using my Fire Stick. It does not happen all the time, but it is VERY frequent. There have also been several issues if I fast forward too fast, the App will freeze and I will need to restart my Fire Stick to be able to get back into it.

Do you have any estimated time when the Xfinity Stream App will be out of its Beta version OR when we can expect this to no longer be an issue? Based on Community posts, it looks like this has been an issue for a while and I do not really want to be waiting for a long time for a resolution. Your service costs too much to have this poor of quality. 

I appreciate any help. Thank you.

In case, you have not been connecting the dots this appears to be a pretty big issue...

https://forums.xfinity.com/conversations/xfinity-stream-app/stream-app-audio-issues/612585b4fe4ec74e05f1cb6f

https://forums.xfinity.com/conversations/xfinity-stream-app/audio-and-video-not-synced-on-streaming-app/615bdb40a6e13d4fb3361532

https://forums.xfinity.com/conversations/xfinity-stream-website/audio-and-video-out-of-sync/6173aedc24e8282ebaece8e0

https://forums.xfinity.com/conversations/xfinity-stream-app/stream-recordings-out-of-sync/6175e92b356f1c35c0accaee

https://forums.xfinity.com/conversations/xfinity-stream-app/freezing-issues-with-xfinity-app-on-fire-tv/60cbe789af04f4612e3b3253

https://forums.xfinity.com/conversations/nonx1-service/recordings-voice-is-not-synced-with-picture/615921a5dc872674e0fae504

https://forums.xfinity.com/conversations/xfinity-stream-app/audio-and-video-do-not-match-up-on-dvr-specifically-using-the-xfinity-app/616e1ba23fc3e17674c7cb2e

Obviously, I could go on. However, I just hope to see a solution ASAP. Please keep us informed as to when we can expect the services we pay for to actually work. Thank you.

@XfinityMarcos​ I can confirm that as of the end of Jan 2022 this is still a problem. An extremely annoying and infuriating problem!

Hello, @Cold2! Thanks for reaching out with your streaming concerns. We'd love to help if you're still having those issues (especially if you're still enjoying a Hawaiian vacation!) Were you also specifically unable to stream using a Firestick device? What kind of troubleshooting have you attempted so far?

I disconnected Firestick, unplugged TV, logged out of Xfinity, removed and reinstalled App. Still happening as I am watching a show recorded Monday night and audio is behind video

There is a known issue with the Xfinity Stream app at this time. We are aware of it and our engineers are working as quickly as they can to come up with a resolution. Thank you for your patience. 

@user_e3b13f

Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience and would love to follow up with you! Please send us a PM with your first and last name, as well as house numbers to your service address. To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

Thanks for reaching back out to us, @user_e3b13f. I'm glad you have several devices to use and test the app on now. We received your Peer to Peer chat (private message), so I will continue with you there in order to troubleshoot your particular account. Thank you!

Thank you for contacting customer support through our Xfinity Community Forums. I hope you are doing well. I would be more than happy to offer my assistance troubleshooting the audio sync issues you are experiencing. Have you attempted to unplug the Roku device for 30 seconds and plug the device back in to see if that helps resolve the issue? 

Amazon is "Fire."  I'm using Roku.  What do you use?  It has to be a Xfinity partner.

Also having this issue with Roku

@Dayvidpriddy​ yeah it’s not that but thanks for “helping” 

Hello @jersey_weeds, thanks for reaching out. We can take a further look into this issue. Could you please send our team a direct message with your full name and full address? Our team is happy to help! 

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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

Hi there, @Scootie70. Thank you for commenting on this post. We will be more than happy to address your issue with you. Send us a peer-to-peer message to assist you. 

@Dayvidpriddy​ Currently, an Apple TV is of no help as it isn't a Xfinity partner.

@Farmboy1​ It will be soon!  It's already been announced the stream app is coming to Apple TV.

And I'm sure the Apple TV strem app will have the same issue.

@cuyzoo​ Get a real streaming device lol, Amazon is junk!

From my understanding Xfinity has no plans to fix this issue.  I now have a new issue where the picture and sound all freeze every now and again for about 20 seconds.  Why do the issues keep coming and the price keeps going up!!  Time for a change I think.

Hello @cuyzoo, I am sorry to hear you are having the issues with the Xfinity Stream App. I do not see any ETA for resolution. Right now the app is still in beta. 

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I know how important it is to be able to enjoy your programming. I use the Stream app myself on a few of my TVs. I would love to look into your concern and assist with finding a resolution. Please send us a direct message to "Xfinity Support" with your full name and address to get started.

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