Stream App volume fluctuations  (low to really loud)

Hi, @user_d39788! Thanks for taking the time out of your day to contact XFINITY over our forums page for help with volume fluctuations. As someone who loves enjoying entertainment on the Stream app, I can understand the inconvenience that this can cause. I am sorry to learn about this experience. We are the perfect virtual door to knock on for help. I will do everything I can to assist. Just to confirm, are you experiencing this issue on multiple devices or just on a Roku device?

This is still an issue and I now have no cable boxes. Either fix this Roku issue or refund me the price of my device and let us know which ones work other than xfinity ones. Hell I'm still being charged for DVR's I don't have because they tried to tell me I needed a cable box to have my channels or change my plan. My plan has nothing to do with the box and at 250 a month (grandfathered in) and that's still high I expect to have better app and technical support. I've had techs tell me at my home it's an xfinity issue not roku's. If it wasn't I would have received a rollback update to where this didn't occur but instead you keep ignoring the issue.

Just for grins I rolled back the roku firmware on an older device and no issue. The app is not even remotely the same across devices. I have 3 tv's within a few years of each other, firesticks, and rokus and none of them even have a UI resemblance at all. I understand you have to cater to some hardware but I have the mini guide on one device and I kid you not you removed that from the DVR I had which was experimental. 

Anyone who thinks Roku is to blame doesn't know how app dev works. Yes, even we are responsible in some manner to if an app works right but we have done our part by telling both parties. Now, do you think apple is taking blame for some poorly written app that doesn't meet their beta and frequent update requirements? No, they are not so it's not on Roku really and I'm sure they could care less about if the Xfinity app works. Now does Xfinity care they wrote bad code or didn't meet the requirements Roku gave them? Clearly not as Roku is not even a blip on their radar as they want you to use their devices only. I just want my money back for the rokus since that's why I bought them and I'll be at peace with it. Hope I do and all of you as well! 

@XfinityGabriel​ Take the time to read the room or the thread no offense. I think you need to step back from the support playbook and not be the support person who repeats the same question already asked far too many times

Hello, user_df7382 

Could you please send our team a direct message with your full name and full address? To send a direct message: 

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon 
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

I got rid of all my Roku devices and replaced with Amazon fire 4k sticks. Been months without issue. 

@user_d55dcd​ how do you like the Fire sticks.

I apologize this issue has affected you and others in the thread, @dansgen1alero. We have stayed in contact with Roku and offered any needed assistance. Their engineers continue to work on this issue. We would definitely like it to be resolved as well and appreciate everyone's patience. 

Respectfully, between the voice sync issues and the volume changes, the app is unusable most of the time on Roku. I am paying Xfinity for a TV package but have to pay other services to watch channels Xfinity offers. 

@XfinityRay​ we have been patient for over a year! As soon as Xfinity recognizes that it is an Xfinity issue you might have a chance of getting a solution. Not a Roku issue 

I will try that! Thank you!

Thanks for this - I changed my TV audio settings, and it greatly reduced the weird spikes.

This helped, I only get the very loud or very quiet audio one a week or so, instead of once a day or more. Thank you for the tip. FWIW, backing out of the app and going back in seems to reset the audio levels. 

Thanks for the update, @brianblank! We appreciate your feedback on your results. 

Hello, @user_a1bdb8. Thanks for reaching our team on Forums. Are there any troubleshooting steps that you've attempted? Also, are you experiencing this issue on multiple channels?

Set your tv volume for PCM and not digital like I did and it fixed the sound problem.

Hey @user_eba0bb are you up-to-date on the latest version, and tried the PCM trick mentioned above? How often is the issue occuring for you? 

@jimg1960​ no new update for me. Still os12 build 4184 and no new updates. Xfinity stream updated last week to 6.14 but I have been told by multiple Xfinity reps it should be 7.10.0.2579

I have an Ultra. Software version 12.5.0 build 4167 seems to have fixed the Xfinity problem….so far.

@jimg1960 That is good news to hear indeed. Let us know if any more issues come up. 

@dansgen1alero, thanks for reaching out here on Xfinity Forums. We definitely want to ensure your Xfinity Stream app is working properly! Have you tried restarting your device to ensure you are getting the latest update? Also, have you tried restarting your modem? 

@XfinityJeniece​ yes multiple times and uninstalled the app and reinstalled it. App updated from 6.13 to 6.14 but won't update to 7.10.0.2579

I use xfinity streaming and have had the same problem for almost a year, so roku is not the problem . Im told to replace equipment which i did and problem still pops up from time to time. Ive noticed when i complained it mysteriously disappeared and received a small discount. 

Hello, @jimg1960. Thanks for the update. I'm sorry to hear the issue persists. Have you tried uninstalling and reinstalling the Xfinity Stream App and rebooting the Roku device? 

Hi,  yes I tried all that. Uninstalled and reinstalled the Xfinity app many times, rebooted the Roku many times. But, you know, it is not just my Ultra, it is also my two Roku sticks as well. I changed one of the sticks to an Amazon Fire Stick and even with all the Amazon bloatware that comes in that foolish thing...the Xfinity app works great.

I am making them 

Pay for my Xfinity streaming boxes every month provided by Xfinity. The ap works fine on their streaming box but not on Roku. They advertise they are compatible with Roku and clearly they are not! 

@user_c2c71e​ short answer NO and to top it off their own flex boxes for streaming have problems with blanking screens. Big mess. 

@user_c2c71e​ nope not yet, still waiting

I had enough, just got an Apple TV 4K and ditched the Roku Ultimate. The Xfinity app works much better now but we should not have to overspend on devices when they said it would work with Roku.

@user_c2c71e We do have a known issue that is actively being worked by both our engineers at Xfinity and Roku to provide a fix for this. A new update has been developed by Roku that we are hoping resolves the issue. I would keep an eye out on your device for any updates as this should have the needed fix for you. 

@XfinityKatie​ Please provide us all the new update version number to keep an eye out. Thank you