Stream App volume fluctuations  (low to really loud)

Hi there @dansgen1alero. What version do you have on your Xfinity stream App?

6.10 I believe is the version I have, I will double check though. 

Thank you. Being completely clear with you older Roku device models (2700X, 2710X, 2720X, 3500X) can’t support newer web browsers, and the latest version of the Xfinity Stream app won’t work as intended on outdated browsers. Do you happen to know what model Roku you have? 

Sorry it is 6.12 Roku is a stick 3810x

Thanks for taking the time to confirm that for me. Can you confirm that you have attempted the following steps at all?

Clear cache

Clear data

Uninstall/Reinstall Xfinity Stream app via the Appstore

Restart Firestick

Clear cache and data, uninstall, restart Roku, reinstall, reauthorize/reactivate

Devices must be on minimum firmware version 8.1 b1 or higher

Roku has confirmed this is an issue on their end, caused by a software update to their devices they initiated. Roku is working to resolve the issue, but have not given a time frame, and it may be awhile before a fix is implemented. I am sorry for this experience and thank you for your patience and understanding.  

@XfinityDaryl​  Rokus has not confirmed the issue is on their end, see email I received today:

Hi Dan,
 
Thank you for your response. We will do investigation on this issue. For this issue we have tried all the trouble shooting steps to many customer but none seems to be working also our investigating team has checked on it and with Roku there seems to be no issue. As the other applications doesn't seems to have any issue because Roku is a software and If Roku software is having issue the other app should also have the same issue. I hope this helps you to understand the issue and I hope you will take a proper action by contacting Xfinity as they are the developer of their channel.
 
Thank you for choosing Roku. Have a nice day!
 
Regards,
Akash
Roku Customer Support

I would not believe anything Xfinity people tell you. This is only an issue with Xfinity, all other apps work fine on Roku. Their technicians act stupid like they never heard of the issue and waste hours of your time deleting and adding it back on. Think of it this way....how much revenue is Xfinity loosing by not renting you a separate box on each TV every month. It's the worst customer service I have experienced ever and I think they should be suede.

@Capricornrose78 We completely understand the frustration this has caused. At this time we are waiting for an update from Roku. 

@XfinityTimothyA​ This is Rokus Answer:  Hi Dan,
 
Thank you for your response. We will do investigation on this issue. For this issue we have tried all the trouble shooting steps to many customer but none seems to be working also our investigating team has checked on it and with Roku there seems to be no issue. As the other applications doesn't seems to have any issue because Roku is a software and If Roku software is having issue the other app should also have the same issue. I hope this helps you to understand the issue and I hope you will take a proper action by contacting Xfinity as they are the developer of their channel.
 
Thank you for choosing Roku. Have a nice day!
 
Regards,
Akash
Roku Customer Support

Well Mr or Ms Roku this is and issue between Roku and Xfinity and you need to get in the same room and fix it because customer service on this issue is looking bad for both companies. The smart thing would have been to drop back to Beta until they fix it but instead they are pushing fixes forward. I have said it for months.. this is a system performance issue between the 2 companies. 
But Xfinity and Roku both need  to fix this because they are the service provider. 

I took out my Roku sticks and replaced them with Xfinity Streaming boxes which suck because they are huge but all around a way better customer interface and no issues. So Roku if you don’t want to stop selling your sticks to Xfinity customers I recommend that you as a company get off the “stick” at the highest level and come to a meeting of the minds with Xfinity on fixing the issue. You are both looking bad over this!

I fought this for 8 months and have numerous open tickets and have to explain this “known” issue over and over to the highest levels of technical support. I even offered to come in and help them fix the issue for free!!! 

Beyond ridiculous 

How much is it costing you every month to rent Xfinity boxes? Who is profiting from this? Who was loosing profits when everyone started to cut the cord and not renting boxes every month. We all know the answer and Who is behind this mess.

@jimmyo68 Thank you for reaching out to us here on our Community Forums. We are waiting for an update from Roku in regard to this issue. 

@XfinityBenjaminM​ Hey Benjamin, see my response below with the reply from Roku. This is not a Roku issue and they are not taking responsibility. 

Update from Roku:

Hi Dan,
 
Thank you for your response. We will do investigation on this issue. For this issue we have tried all the trouble shooting steps to many customer but none seems to be working also our investigating team has checked on it and with Roku there seems to be no issue. As the other applications doesn't seems to have any issue because Roku is a software and If Roku software is having issue the other app should also have the same issue. I hope this helps you to understand the issue and I hope you will take a proper action by contacting Xfinity as they are the developer of their channel.
 
Thank you for choosing Roku. Have a nice day!
 
Regards,
Akash
Roku Customer Support

@user_9efd07​ I am absolutely having both issues too. Sudden volume changes and audio out of sync. For either, I don't have to leave the whole app, just back out of that channel and go back in. It happens several times a day on multiple Roku sticks and multiple TVs, but *only* on the Xfinity Stream app and no others.

@user_9efd07​ yep!!! This is a system performance issue versus a SW issue

@lightstorm22 We completely understand the frustration this has caused. At this time we are waiting for an update from Roku.

@XfinityBenjaminM​ I have provided Rokus update from them. It is not their problem and an issue with the Xifinity App.  6.09 is the version that started messing up the volume fluctuations, and 6.12 is what has added the out of sync issues.  

@XfinityBenjaminM​ Benjamin, with all due respect Comcast has had six months to work with Roku on a fix.  I upgraded my Xfinity bundle specifically to use the Xfinity Stream app so I have limited options.  I'm not switching from Roku but if you want to provide customers with a *free* device until the situation is figured out that is the least that can be done.  Comcast is toying with legal action here.  I have been given bad information from your level 1 in India (we are working on a fix due in early January 2023, sure) to various agents asking people each week "Do you still have a problem" to the current we are waiting on Roku.  How about proper QA for your software on devices you support?  How about a rollback plan to the Beta version that worked just fine?  I'll take that,

Simple fact is I agreed to a one-year contract with the Xfinity Stream app in December and upgraded to 1 GB internet as part of that bundle to give me the channels we watch.  I have not been able to enjoy those channels as I would like since the problem occurs about every 1-2 hours in the middle of any show on any Xfinity stream channel since last October.  Rather than offer a solution you folks are waiting for something to happen while techies like me do the troubleshooting for you.  I better get the updated app version after July 15th that "Happy" indicated would be released on my prior service ticket.  That will be lie #4 if not the case and at that point I have every twitter response, email, and samples of the shoddy Xfinity Stream audio/video to pursue other remedies.  Expect a BBB complaint on this at a minimum.