Audio out of sync

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.

@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.

@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

@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.

@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.

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!

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.

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.