U

Visitor

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1 Message

Wed, Nov 24, 2021 1:00 AM

Closed

Audio out of sync

This is still an ongoing problem with the audio being out of sync with the video. It is not getting better in fact it is getting worse. 

please provide a response and solution for this issue. It is quite annoying.  

Official Employee

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448 Messages

9 m ago

Thank you for taking the time to reach out and being part of the Xfinity family. Can you please provide more information as what's going on exactly? When does this happen, on live TV, On Demand, Recorded Playbacks? 

Visitor

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5 Messages

9 m ago

Same problem and it is horrible!  When watching Xfinity TV, the lips are moving after the sound of the words have already arrived.  We have all  seen this before.
It's like the early Godzilla films from Japan.  It would be fine with me if it was fixed.  It's annoying and it is rare when TV shows are actually in sync.  It matters not what channel.

My only work around is to power down, wait 5-10 seconds and power back up.
About a week ago, when I had an account problem fixed by technical support, I was told that someone would contact me about this sync problem.  That contact never happened.  I was computer technical support for about 2 decades and it is a fact that ignoring problems does not fix them.

XfinityBrie

Administrator

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644 Messages

Hey there @user_8228c6 and @Wolflmg as well--

 

I have seen this issue crop up every so often on forums and it's usually resolved when we do a system refresh in our troubleshooter. I checked out the active incidents report board and the only syncing issues that came up were issues with Closed Captioning not matching up to the audio on certain programs.

 

I'm gonna ask a few questions so hopefully we can narrow a solution down, if not I can build cases for your respective accounts:

 

  • Could you tell me if it's happening on certain programs? Recordings, OnDemand, Live TV, etc.
  • Is it only the cable equipment, or is it the same way on the Xfinity Stream App or Xfinity Stream Website. If you stream on Roku, is it affecting those devices.
  • What models of Xfinity equipment or Roku equipment are you using.
  • Are you getting your regular nightly updates on the X1 platform, have you manually skipped any recently.
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

Visitor

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3 Messages

@XfinityBrie 

We’ve been having the same issues for month, we’ve don’t system refresh multiple times and the issue never resolved. Then on Saturday we replaced our box and for little bit it was fine, but then yesterday it started up again.

(edited)

XfinityDevin

Official Employee

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731 Messages

@Wolflmg

Thank you for letting us know! In this case, we would recommend troubleshooting on our end and refreshing the XRE signals. This is something we can do through your account. We will work on this until it is completely resolved. I can imagine that is very frustrating! Would you send us a direct message with your name and address to get started?

Here's the detailed steps to Direct Message us:
• Click "Sign In" if necessary
• Click the "Direct Message" 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

Visitor

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5 Messages

@XfinityBrie

  • I can tell you that it happens on Live TV, but I don't know about other sources yet.
  • I also don't know if it does it with Xfinity Stream App or Xfinity Stream Website. I don't use Roku.
  • As far as models of Xfinity equipment, I'm a very new customer, only about 2 weeks, so all I know is I have an

    xFi Gateway and I think I have an X1 TV set top box.  These things were brand new a few days ago.

  • I don't know anything about regular nightly updates on the X1 platform, or if I've skipped anything.

    I can tell you that I noticed the bad lip sync issue pretty much from day one.

    I wish I could help you help me and the community.  Thank you.
XfinityBrie

Administrator

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644 Messages

@user_8228c6

 

Gotcha--that actually provides a lot more insight than you realize. Sometimes troubleshooting really is just trial and error, or in some cases trial by fire, haha. It looks like we actually previously had a direct message going regarding the account, if you'd like we can build a case ticket and send it to engineering for investigation. Whenever enough instances are officially reported and linked to a specific issue, it becomes an 'all hands on deck' situation. The more reports, the higher the priority--so on and so forth.

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

Visitor

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3 Messages

9 m ago

We are also having the same issue. Have been for months, it’s out of sync only with anything related to our tv box. Netflix and other streaming services do not have the problem. We have to turn on and off the tv in order to get things back in sync when watching regular tv. Yesterday we swapped out the box and yesterday things were fine, but then today it started acting up again. This is really annoying.

Visitor

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2 Messages

9 m ago

Same problem with us, watching a recording picture freezes and sound still on. Got new, (aka) refurbished modem, new dvr arriving this week. See what happens? I must call Comcast every 5 days! YUCK! 
 Good luck to us all, sorry so ticked I told the robo I wish he would rust.

Visitor

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2 Messages

9 m ago

Also somehow someone was able to record on my DVR, shows we never watch or put on. Soccer, fusball, and some weird shows all showed up in my recordings. CREEPY

Visitor

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2 Messages

8 m ago

Having the same issue, starting a couple of days ago:

Using the app on a Roku

Live TV - All channels

Restarting Roku doesn't help

If I watch on my laptop (same network), it's fine

Visitor

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5 Messages

8 m ago

UPDATE!!! A WORKAROUND HAS WORKED FOR DAYS!!!
I press the XFINITY button
Click Settings
Click Device Settings
Click Audio
Click HDMI Audio Output
Change it to Stereo
KABOOM!
I have not had the Lip Sync issue once for days now, no matter what channel, whether Live or Recorded SYNCED UP!

Official Employee

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604 Messages

So glad to hear that adjusting audio settings resolved the out of sync issue for you!! Thanks so much for taking the time to reach out and let us know that you were able to adjust these settings and have not had 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

Regular Visitor

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5 Messages

The problem with switching the audio to STEREO, you loose Dolby Surround and Atmos (with app streams like Netflix). So yes this fixes the sync but folds the multi-channel sound to a stereo pair! THIS IS NOT an acceptable solution.

Regular Visitor

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5 Messages

If xfinity is not able to come up with an immediate solution, might I suggest you consider an option that was in the OLDER DVR's where you could go into the firmware (power off then hit menu) and there you have options to move the audio to be sooner or delayed. If the new X1 box had the option in the audio settings to adjust the sync with the video, all of us can at least adjust it to meet our needs.

Visitor

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2 Messages

8 m ago

Solution for the Roku app: Turn OFF Volume Leveling

Visitor

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1 Message

5 m ago

Sorry to say that I, too, will have to join this unhappy club.  Same audio sync issues only on TV.  If I watch a DVD, no problem.

What is a PERMANENT fix???

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