RJPIEKOS's profile

New Poster

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7 Messages

Wednesday, April 7th, 2021 1:34 PM

Closed

No audio on second channel selected in X stream

When viewing live tv on my PC using xfinity stream, the first channel i select will have audio but any subsequent channel i select only has video but no audio..  what is the problem?

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Problem Solver

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1.1K Messages

4 years ago

Good morning, @RJPIEKOS. I am sorry to hear you are having audio issues with our App! I can understand how frustrating this may be, but we are here to help. I know you stated the issue is on the PC. Do you have the same issue when using the app say through your mobile device? 

 

Also, on the web browser you are using, please try to clear cache and cookies, when that has cleared, log back in and see if it helped fix the issue! Please keep me posted. 

New Poster

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7 Messages

4 years ago

Cleared cache and cookies but there is still no audio on second ( or any other except the first) tv channel selected.. I do not have the problem when using xfinity stream on my apple phone.

My PC uses Version 89.0.774.75 (Official build) (64-bit)

The dual view feature worked ok in the past as i use it to monitor various news station simultaneously.

New Poster

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7 Messages

4 years ago

Upon further testing... using Chrome and logging into xfinity.comcast.net i have no issues with viewing and hearing multiple live TV stations both local tv and CNN or MSNBC.

When i tried logging into xfinity.comcast.net in edge i am able to hear multiple national stations like CNN, MSNBC and FOX but i  can NOT hear any local stations such as 804, 805, or 812 that I select after viewing the national stations.

In my initial issue (from my first post) i was logging into https://www.xfinity.com/stream with Edge (Version 89.0.774.75 (Official build) (64-bit)) and i had no second audio.

In the further testing i did above,  i logged into xfinity.comcast.net. In Chrome i had no issues at all. In Edge I had partial success (as mentioned above).

Problem Solver

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1.1K Messages

Hey @RJPIEKOS. Thank you for all the additional details and testing you have done. It sounds like some backend issues with Edge and our App which is what's causing the issues. I would still like to look further into this for you, and submit a ticket if needed for your account. Can you please send me a PM by following the instructions above? I look forward to hearing from you. 

I no longer work for Comcast.

New Poster

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7 Messages

What is a PM and where are the instructions?

Official Employee

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1.8K Messages

Great question @RJPIEKOS! It is a private message and with our new Xfinity support chat, just select Xfinity support and you will be able to speak with the next available specialist. Do you happen to see the message icon in the top right corner of the page? If so, click on the icon and try clicking on the pen and pad icon in order to bring up the "TO:", and then type in Xfinity Support in order to send my team a private chat 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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1 Message

4 years ago

i am currently having similar audio issue.....  first channel selected will have audio, but when i switch to another channel the audio goes away....Help..!!

Official Employee

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2K Messages

Hello @user_e6cef4 and thank you for letting us know about the similar audio issue. Not being able to hear would be frustrating and never something we want any of our Comcast family members to deal with. I know I would be reaching out if I was having this issue too! Just to confirm, are you having the issue on Google Chrome and Edge or is it just one web browser?

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
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