No sound on mobile app

Hello @user_954252, thank you for reaching out to us for help with The Xfinity Stream app. When you notice the audio issue, is this with a recorded program, live streaming, on-demand, or is the audio issues there regardless of the content you are streaming? 

@XfinityRyanE I’m experiencing the same issue. When I try to watch a show from my DVR through my iphone using the mobile Xfinity Stream app, I can’t get any audio. It is only a problem on our mobile devices (TVs and computers that use the Xfinity Beta app all work normally). It’s only when I use the mobile Xfinity Stream app that I can’t get any audio from my DVR. It’s not my volume or a setting ot anything, because I can get audio just fine from live tv and from rent/streaming movies. It’s only when I try to watch something from my DVR that it goes silent.  I’ve tried deleting the app and reinstalling it. The same issue happens when I try it through other iPhones as well. (I haven’t tried it with an android yet.)

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Here’s something that may or may not be related… When I’m watching a show that I can’t hear, I can tap the gear icon in the lower right corner to open Playback Settings which lists three settings. 1) Smart Resume: which I can turn on and off using a toggle. 2) Closed Captioning: which has another toggle. 3) Audio Options: which displays English as an option and Español as an option, but that’s all it is… display only. I can’t actually select either option or turn them on or off in any way. Tapping those options does nothing. Maybe that’s by design and it’s unrelated. But I could see if there was a bug/issue that it could be related. (I’d be happy to share a screenshot if I can figure out how to send/attach an image.) Just a thought.

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Either way, audio for my recorded shows would be great. Thank you.

-Mark M

Hello @user_552f75! Thanks so much for taking a moment out of your day to leave a post on our community forum! I'm sorry to hear you're having issues with your DVR services on the Xfinity Stream App, but you have definitely come to the right place for assistance! If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you!

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

I am having the same issue.  Can you please post the fix publicly?

Greetings @User_Tam I'd like to help out. Can you send me a private message? 

Can you please post the solution to this issue…Like most, I do not have time to “chat.” This is an ongoing issue that clearly has affected your customers. For the amount of money I pay for the services it should not require a private message conversation in order to fix a public problem by explaining how to solve the issue on this platform. 

@user_ffe7b1 they still have not responded-the customer service is terrible. I’m ready to cancel everything👎🏼

Hello, @user_0a32f7. I'd like to help troubleshoot this audio issue you're experiencing with the mobile app. Can you please share with me what troubleshooting steps have you done on your own so we don't go over something you've already done? Have you attempted to use another device to access the app?

Hello, @user_564ff1! Thanks for taking the time to reach out to our community with your Xfinity Stream app concerns. It appears any wide-spread issues have been resolved and we're attempting to work with customers on an individual basis at this point. May I ask you to provide the troubleshooting steps you've taken so far? If you are still having the same concern with the streaming audio, we're more than happy to see what we can do to get this resolved for you.

I have been having the same issue watching recorded programs on my iPhone. So frustrating. Ready to bail on Comcast. This is ridiculous. 

I’m having this issue as well on iPhone 12 Pro Max. I have deleted and reinstalled the app, tried on devices other than my phone, Netflix and Discovery+ have no issues with sound.  It’s incredibly frustrating.  

Hi @user_f2d906!

We appreciate these details! Having more information about what is happening is helpful for us! 

You mentioned that this is happening across multiple devices, so I'd like to confirm that you have you already attempted closing and reopening the app and rebooting the device completely? And if you use a browser instead of the app, does anything change? 

Hello @gint, thanks for reaching out on our Forums page and letting us know you're also having sound issues with the Stream app on your iPad. To confirm, have you attempted to see if this issue occurs on any of your other mobile devices in your home?

This is also happening for me on downloaded or recorded shows on my device but the6 play fine on my DVR Archimedes. Literally been happening for months and I’m done with it. Why not post this fix publicly like everyone is asking?

Hello, @user_839e40. I can certainly look into your concerns regarding no sound on recordings or downloads. To confirm, what type of device do you have and what firmware version is currently installed for the app? 

Hello @user_1a7025 I am sorry to hear that you are missing out on parts of your recorded programs. Can you tell me if this happens on all recorded programs or just certain ones? Do you have this issue while watching live content or is this just with recorded programs? 

90% of all recorded programs usually about half way through. Issue only occurs with my iPad. No issues if I watch the recording from my TV or computer. No issues so far that I have noticed with live.  

@user_1a7025 Thank you for clarifying that for me. I know that this may be a sissy question, but does your iPad have the latest OS update? 

Yes. Everything is up to date.