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user_e3b13f
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12 Messages

Wednesday, October 20th, 2021 1:57 AM

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Audio does not sync properly in Xfinity Stream App using Firestick

My recorded programs using the Xfinity Stream app with my Firestick consistently does not have the audio synced with the video. I have to try to restart the Firestick multiple times a night to try getting this to work. Utterly unacceptable that there has been so many users with this same complaint and there is still no resolution. I never had this issue with YouTubeTV. If there is no resolution, I will have to look into switching back.

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3 years ago

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XfinityMarcos

Official Employee

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2K Messages

3 years ago

Hello, @user_e3b13f, I love the Stream app and use it every day, but I especially love recording my shows and watching them back on my weekend. I can see how annoying that audio sync issue would be, so I'm sorry that has been your experience. This is a known issue that our engineers are working to resolve, however; we have had some success with troubleshooting. Are you able to confirm if this issue is present on other devices while using the Stream app? Does this happen on your cable box as well?

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Cold2

Contributor

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17 Messages

3 years ago

We have been vacationing on Maui for over two weeks and same issue here. I tried the Troubleshooting but no help.

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user_5b1185

Visitor

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1 Message

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?

3 years ago

0

Cold2

Contributor

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17 Messages

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

3 years ago

0

CCHeather

Problem Solver

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1.1K Messages

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. 

I no longer work for Comcast.

3 years ago

user_f79722

Visitor

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2 Messages

3 years ago

Hi all,  I am having the same issue.  It used to be when this happened, I could shut everything off and back on, and it synced up.  Not anymore.   This is on the DVR box I have, with the X1 service.  This is not happening on the X1 non-DVR box.  Thank you!  

(edited)

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user_e3b13f

Visitor

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12 Messages

3 years ago

@XfinityMarcos Just checking in. Has there been ANY work yet to resolve this issue? Is there any work around you guys can provide. Thus far, I have found that I can watch the On Demand versions of programs without audio issues, but then I have to watch commercials. I pay for this service so I don't have to watch commercials. Is there any way to turn the commercial requirement off for On Demand programs until you get your issues with Cloud DVR on Firestick resolved. I purchased Xfinity because I was told that your services worked for Firestick and this is clearly not the case right now. Please offer some kind of support. Thank you.

1

CCHeather

Problem Solver

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1.1K Messages

@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.

I no longer work for Comcast.

3 years ago

0

Redwings55

Regular Visitor

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16 Messages

3 years ago

Looking for help with the same issue. Has there been a fix yet?

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user_e3b13f

Visitor

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12 Messages

3 years ago

I am still having issues. I have now moved on to testing with a new Roku (bought specifically in the hopes it would fix all these issues). At first, it seemed better, but then I started having recorded programs freeze and then crash. I am also testing out the app on my Samsung TV. It is crazy how the Xfinity Stream app does not work seamlessly with any of these devices. I NEVER had any issues with YouTube TV and do not have these issues with any other streaming services. I am still hoping Xfinity can get a working app, because YouTube TV does not have all the channels I want. However, if you don't have an app that works, then it kind of forces users to drop the service. 

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XfinitySara

Official Employee

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1.3K Messages

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!

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

Farmboy1

New Poster

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4 Messages

3 years ago

I am not recording, but experiencing the sync problem watching live TV streaming using Roku.  For example, tonight I'm watching Sunday night football and the video is getting further and further behind the audio.  This issue started within the last 2 months.

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XfinityDemitrius

Official Employee

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1.4K Messages

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? 

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

Dayvidpriddy

New Poster

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22 Messages

3 years ago

That's because Amazon's hardware is cheap and total junk.  Dump it and get a real streaming device.  Been there done that, same issues as you!

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Farmboy1

New Poster

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4 Messages

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

3 years ago

0

user_5a63fa

Visitor

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1 Message

Also having this issue with Roku

3 years ago

0

jersey_weeds

Frequent Visitor

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17 Messages

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

3 years ago

0

CCJimmy

Problem Solver

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492 Messages

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

I no longer work for Comcast.

3 years ago

0

Scootie70

Visitor

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3 Messages

3 years ago

I have the same problem with my recordings on roku through the xfinity app audio is out of sync spoke with customer service support they said problem was fixed 2 weeks ago and I am still experiencing issues This has been ongoing since since II got rid of my set top boxes

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CCEdgardo

Problem Solver

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513 Messages

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. 

I no longer work for Comcast.

3 years ago

0

Dayvidpriddy

New Poster

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22 Messages

3 years ago

Get an Apple TV, you'll never look back.  Xfinity Stream app IS coming to the Apple TV this year!  All the other streamers are total junk and not worth your money.

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Farmboy1

New Poster

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4 Messages

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

3 years ago

0

Dayvidpriddy

New Poster

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22 Messages

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

3 years ago

0

Redwings55

Regular Visitor

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16 Messages

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

3 years ago

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cuyzoo

Visitor

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1 Message

3 years ago

We are having the same issue with Xfinity Stream on Firestick.  Other streaming apps do not have the same problem as Xfinity Stream.  Tried all the different ways to reset the app.  A new firestick also had the same issue.  Is there an ETA on when this will be fixed and out of Beta?

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Dayvidpriddy

New Poster

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22 Messages

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

3 years ago

0

Redwings55

Regular Visitor

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16 Messages

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.

3 years ago

0

XfinityRoberto

Official Employee

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1.5K Messages

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. 

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

XfinityBillie

Official Employee

 • 

2.9K Messages

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

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

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