Stream App volume fluctuations  (low to really loud)

So here is a new wrinkle. I am now on Xfinity streaming boxes because of the problem with the volume on Roku sticks. NOW … wait for it…. Periodically …. the PICTURE blanks out on any channel !!!! This is laughable. Had a tech out and the problem is not with my house but due to their network. Happens about once an hour. So probably turning back to Roku cuz you can fix that issue by exiting the Xfinity Streaming  app

Sand returning. You can’t fix the missing picture issue and then I wouldn’t have to argue with them about charging me $9 per box per month for boxes that don’t work!! This is the definition of insanity! 

@Ebpoje01 Thanks for that additional information. We would be happy to help with your Xfinity Streaming box and troubleshooting the picture quality. 

Please send us a direct message with your name and service address, so we can assist you further.

To send us a Direct Message, you will need to sign in to the Forums if you are not.

Then you will need to locate and click on the "Direct Message" icon located in the upper right corner of this page.

Next, click the "New Message" (paper & pencil) icon, type "Xfinity Support" in the to line, and select "Xfinity Support" from the drop-down list.

You can proceed to type your message in the text area near the bottom, and press enter to send the message. Please let me know if you have any questions.

Thank you for reaching out to us here @user_fxhqqa. I know that any issue with the audio can be frustrating. We are aware of an intermittent issue affecting the sound quality for some of our customers when watching programming through the Xfinity Stream app on Roku devices. The engineers have been working to correct that issue. The best option right now is 

To resync your audio and video:

1. Go into your Settings menu and check for a device update.
2. If an update is present, select it.
3. After your device is done updating or if no update was available, turn the device off and back on to make sure the changes are reflected. This should resolve the syncing issue.
   
   

The issue of volume instability isn't isolated to the Xfinity Stream app, and we're actively working with Roku to investigate this issue. Based on work so far, this will take additional time to resolve.

Actually, it is isolated to the Xfinity Stream app.   No other app has this problem.   And while you're at it, your app can't scroll through the TV listings more than a few pages without messing up and either not refreshing or showing the wrong show times.    

@user_ef5b3a so sorry to hear you're experiencing sound issues. Send us a direct message with your full name and address when you're ready to continue, thank you.

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

The Xfinity App has this problem on every Roku device.   Look how many people complain about.   And you have a clear point in time when these complaints started rolling in.  You should easily be able to trace this back to you developers change-logs in the source-code for the app.   And if you cannot, you most assuredly have someone in-house testing the app out on each device you develop it for.   Get a developer to simply use it.  I'm sure you can run the app under a debugger and catch it happening.  

Please, also don't say its a Roku problem. 

1.  The problem appeared out of nowhere on Roku's where it was working fine for a long time.  

2.  The problem is 100% limited to the Xfinity Stream app.   
3.  Other manifestations of the audio problem include blasting static sound, audio and video out of sync.   Again, no other app has this problem.  

I know you want customers to pay even more money for renting cable boxes, but unless you're intentionally sabotaging your app, this is simply the company / developers being inept.  

@user_n5r7od We appreciate your time in reaching out, I do see that @user_f256a0 had confirmed that there are other apps experiencing similiar issues. We are actuvely working with Roku to determine why this is happening. 

@user_f256a0​ Where comcast competes with Verizon, as it does in MD, DC, and VA, there are no cable internet data caps.  Mobile is separate, but is rapidly evolving from its initial it's free with comcast to now as expensive as the rest.   

However, comcast [Edited: "Inflammatory"] charges for broadcast tv and the regional sports network. You can get broadcast tv for free with a basic TV but cannot opt out of either of those mandatory junk charges. 

@vadeltachi Thank you for taking time out of your day to make a reply on Xfinity Forums. The 1.2 terabyte threshold is only in certain areas like had mentioned, and we have great articles on our website that detail the areas where applicable: https://www.xfinity.com/support/articles/data-usage-find-area.

I know with rising costs the broadcast and regional sports fees can add up. These fees help us consistently improve our network, products and services, as well as cover the rising costs to our business. We also have more information on those on our website as well: https://www.xfinity.com/support/articles/most-common-taxes-fees-surcharges-on-your-bill. 

@XfinityJustinC​ [Edited: "Inflammatory"]---  xfinity only caps data [Edited: "Inflammatory"]. The articles are not "great," and they don't explain the competition, [Edited: "Inflammatory"]

"These fees help us consistently improve our network, products and services,..."

and here we are -- nearly 1.5 YEARS into a busted stream app that xfintity will not fix. Why have you not used these fees to improve your busted stream app?

For shame!

@vadeltachi If you are having issues with your Xfinity Stream app that is definitely something we can assist you with, if you could tell me a little more about what is happening with it?

@user_f256a0​ Interesting. I have one of my sticks plugged into my Sony Receiver where I would think the same would work but noticed the fluctuation on there as well. 

A streaming stick doesn't break out PCM audio for an external device to decode.

I agree it is an Xfinity issue. On my Apple TV, every once in awhile, the picture freezes in place and the audio is still playing. Not as much of an issue as it was with the Roku, but it is easy to see it is a bad app no matter the platform. 

Hello @user_7eeee6. I can only imagine how frustrating this is when the sound fluctuates while trying to watch something on our awesome stream app. Here are directions to see if this helps with your issue:

To resync your audio and video:

1. Go into your Settings menu and check for a device update.
2. If an update is present, select it.
3. After your device is done updating or if no update was available, turn the device off and back on to make sure the changes are reflected. This should resolve the syncing issue.
   
   

The issue of volume instability isn't isolated to the Xfinity Stream app, and we're actively working with Roku to investigate this issue. Based on work so far, this will take additional time to resolve.

You can still enjoy Xfinity Stream content online and through the app using a compatible non-Roku streaming device, where sound quality shouldn't be affected.

@jimg1960 We know that having different options available to watch content is important, and we want to make sure that everything is working for you. While the audio issues most are facing via Roku is a known issue being worked on, having your picture freeze would be more of a connection issue. Are you experiencing any issues with watching other content via different apps on your Apple TV? Do you have our internet services? If so, how has that been working for you? 

Hi, only the Xfinity app has this issue and it is intermittent. I do have Xfinity internet with my speed presently being 780 down/23 up. I pay for a GB but my router only support to 800MB.  

Okay, great! I am glad your speeds are working pretty well for what you have @jimg1960. Are you currently using your own modem, or one of ours? If you are using your own modem, you can upgrade to a new one at any time to make sure you have one that will let you get the full speeds and can use this link to make sure you are getting one compatible with our network.

I know you mentioned the issues you've been running into with the app are intermittent and only seem to be on the Xfinity Stream app itself. That is very helpful information, and we want to work to fix that! Are you noticing it happens more when watching a specific program, or is it more random no matter what you're watching?

@user_cv1k1h Just to clarify, you mentioned your sound went to 100 and you couldn't turn it down. Do you mean that you saw the volume on your TV go up to 100 and then attempts to lower the volume with your remote didn't work?