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dansgen1alero
20th Anniversary celebration
1st Reply
1st Topic

Contributor

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200 Messages

Saturday, November 12th, 2022 3:30 PM

Closed

Stream App volume fluctuations  (low to really loud)

For the past maybe month or so there has been some very annoying and concerning volume fluctuations watching the stream app through Roku. (multiple tvs, multiple channels). It corrects itself when I hop out and go back in however late at night when I am sleeping and the volume skyrockets it wakes me up and in some instances starts to crackle my speakers being so loud. Other times it reduces to so low that it can't be heard. 

I have rebooted devices, reinstalled the app, checked app and Roku for updates. All that seems to be on the up and up. This is not at commercial breaks as used to be with comcast in general, but during shows, and even the music channels.  This is very annoying and now looking at sound bars with the capability to balance those fluctuations (ie DRC) if it is even possible.  Any help is most appreciated. 

 

Question

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Updated 

1 year ago

 • Edited

32.5K

204

user_c1d85a

Visitor

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1 Message

2 years ago

Same issue from Xfinity stream app audio on multiple TVs running Roku with and without soundbars.this only happens when using the Xfinity app, none of these audio issues (extreme high and low volumes, lag audio sync, etc) appear on huku, Netflix, Paramount or other apps. Definitely an Xfinity issue that needs to be solved.

3

XfinityBillie

Official Employee

 • 

3.3K Messages

@user_c1d85a I can absolutely understand how frustrating it is! I know there are certain stations I've seen this on and I never like having to find the remote to turn it up or down. I'd like to look into this further with you. Please send us a DM with your full name and address to get started started. 

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it

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

2 years ago

0

user_5089c3

Visitor

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1 Message

I have the same problem using roku ultra devise. ? is anyone using xfinity flex devise having issues?

2 years ago

0

CCDevinC

Contributor

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473 Messages

Hi there @user_5089c3 This is certainly not the experience we want for our valued members! Are you still having this issue?

I no longer work for Comcast. 

2 years ago

0

user_58a2d8

Visitor

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1 Message

2 years ago

Having exactly the same issue for the past month or so. Multiple TV’s no sound bar, Roku’s on each. 

location Murfreesboro TN

1

0

XfinityBillie

Official Employee

 • 

3.3K Messages

@user_58a2d8 We appreciate you taking the time to bring this to our attention here on our Xfinity Forums. I'd like to look into this further for you. Please send us a DM with your full name and address to get started started. 

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it

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

2 years ago

0

dansgen1alero

Contributor

 • 

200 Messages

2 years ago

I am still waiting for their reps to get back to me since "resending a signal" did nothing.  And since it is not just me, that would not solve everyone elses issues.  I am now certain they need to roll back the 10/26/22 update/revision, until they get it fixed.   Roll It Back!!!

2

CCDevinC

Contributor

 • 

473 Messages

Hi there! This is certainly not the experience we want for our valued members. Did you still need assistance with this?

I no longer work for Comcast. 

2 years ago

0

dansgen1alero

Contributor

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200 Messages

@XfinityDevinC​ um yes. Still not fixed. 

2 years ago

0

user_6f7831

Visitor

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3 Messages

2 years ago

Having the same issue as others with the sound fluctuations. Only happens using the xfinity app. Disney and Netflix works fine. Happens on all TV. Lots of issues with the guide loading all channels too. All issues started Halloween weekend. Ready to switch to another provider if this doesn't get fixed soon.

2

CCKimberly1

Official Employee

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842 Messages

Thank you for bringing this to our attention regarding the sound issues while using the Xfinity Stream app, @user_6f7831. Are you still experiencing these issues or does it seem to have been resolved? 

I no longer work for Comcast.

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

2 years ago

0

user_1df61f

4 Messages

Having the same problem for at least six months. Volume goes to 100 and can not be controlled or muted. Then miraculously it stops for a couple of week only to come back. That is not an equipment or setting problem.  The first time I changed equipment. Over the fixes and hours on the phone to correct.  I pay too much to be putting up with this! Considering a new provider!

2 years ago

0

user_dd2435

Visitor

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14 Messages

2 years ago

I've also been having this issue for the past month or so.  I have multiple TVs with Roku and no sound bar and just suddenly the volume will go up very loud or completely off with no warning or messages on the screen.  Reloading the channel correct the issue temporarily.  I have unplugged the Roku and deleted and readded the Xfinity Stream channel.  That has actually made the issue happen more frequently.  I've reset the modem and that had no affect either.  One thing I'm not sure about is that my Xfinity Stream Channel used to say "Beta" and now it doesn't.  Not sure when that changed but it seems this started after that.

This is not a Roku issue as all other Channels work fine.  This is an Xfinity issue and it seems multiple people are having this.  Xfinity please fix this!!!

10

CCKorie

Problem Solver

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1.1K Messages

Hey there! For testing purposes, have you tested the app on another device besides the Roku to see if the issue is present on that? I know other apps work fine on the Roku, so I just want to pinpoint if this issue is directly related with our Stream App on the Roku specifically. 

I no longer work for Comcast.

2 years ago

0

user_dd2435

Visitor

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14 Messages

Hi, yes, I tested this on a Fire TV with the Xfinity Stream app and experienced the same issues.  Please do something about!

2 years ago

CCAaron1

Problem Solver

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954 Messages

Let's get your account pulled up, so we can directly troubleshoot the Xfintiy Stream app. Please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

Here are detailed steps to direct message us:  

  • Click "Sign In" if necessary 
  • Click the direct message icon
  • 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 

I no longer work for Comcast.

2 years ago

0

CCAaron1

Problem Solver

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954 Messages

It is nice to meet you! I would like to take a moment, and thank you for being a valued member of the Xfinity family at least since 2007! That is true patronage, and it is a pleasure to help you today! Let's start troubleshooting and see about getting this resolved! May I have the Xfinity username you are using to log into the app with? 

(edited)

I no longer work for Comcast.

2 years ago

0

user_dd2435

Visitor

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14 Messages

I've sent the DM to you

2 years ago

0

user_77d575

Visitor

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1 Message

2 years ago

Having the same sound issues for about 30-40 days.

1

user_1df61f

4 Messages

Having this problem as well, fed up!

2 years ago

Mem11

Contributor

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21 Messages

2 years ago

We have 2 Roku streaming sticks on 2 different tv's and get this on both of them.  We also get the problem of the audio not syncing to the picture, again on both tv's.  It will be fine for a while and then we either get the loud high shrill sound or the audio goes out of sync.  To fix you go back to the Xfinity home screen and restart the channel, eventually the sounds goes haywire again(we get the syncing problem more often than the loud volume fluctuation). 

As others have said, it only does this on the Xfinity app and it seems to have started after the last update or when the beta version was replaced with this final version.  Please fix this Xfinity.

(edited)

14

CCTimothyA

Problem Solver

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785 Messages

@Mem11 Thank you for reaching out and bringing this to our attention. We have been made aware of an issue and our engineers are working to get this resolved. Please let us know if you are still experiencing the missing channels 

 

I no longer work for Comcast.

2 years ago

0

Mem11

Contributor

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21 Messages

@XfinityTimothyA​ You probably need to reread my post.  I'm not missing any channels, we are having a problem with the sound.  It either goes from the regular volume to abnormally loud or the sound stops syncing with the picture.  Yes the problem still exists... Please fix it.  Thanks.

2 years ago

XfinityRay

Official Employee

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2.8K Messages

Sorry about that, @Mem11. Have you gone through the troubleshooting steps for the audio issue previously? Do you know if we have opened a ticket on your account for this? We don't want any issues happening or to continue on like that. I know Engineering issues can sometimes take a bit to get resolved but want to ensure we are taking the right steps to make sure that happens.

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

2 years ago

0

Mem11

Contributor

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21 Messages

@XfinityRay​ Well I have unplugged and plugged the Roku Streaming sticks into different HDMI ports, other than that what are the troubleshooting steps for an audio problem?  It does this on 2 different TV's with 2 different Roku streaming sticks and it only does it with the Xfinity App - all other streaming apps work fine.  We also have an X1 box on another TV and that has no problem with the audio.  It would appear to be a software problem on your end with the app.  We have had 1 of the streaming sticks for about 3 years, the other for 1 year, so I doubt they both decided to die at the same time.

2 years ago

0

XfinityRay

Official Employee

 • 

2.8K Messages

Thank you for taking all of those steps, @Mem11. I agree being on multiple devices and inputs it does appear to need the Engineering team involved. I have run across this issue before but am not seeing it currently as a known issue so it may have previously been resolved. I want to access your account so I can ensure we took all of the troubleshooting steps and then get a ticket opened.

 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

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

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

2 years ago

0

kill-dash-nine

Frequent Visitor

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18 Messages

2 years ago

Well, add me to this list of people experiencing issues. It’s happened 4 times while I’ve been watching the world cup matches. One time the left channel went crazy loud, twice all channels went almost silent and then the right channel went. easy loud. Only fix is to close and reopen the app. Glad I didn’t have people over to watch the matches as I am not sure they’d love the experience.

4

0

CCChe

Official Employee

 • 

6.9K Messages

Hello @kill-dash-nine. Thank you for posting to the Xfinity Community Forum to share your experience. I wanted to check in to see if this has been resolved for you, or if you're still experiencing issues with your audio on the Xfinity Stream App? 

I no longer work for Comcast.

2 years ago

0

kill-dash-nine

Frequent Visitor

 • 

18 Messages

Nope, still not resolved.  I was watching football last night and had to restart the app three times last night.

2 years ago

0

XfinityBenjaminM

Official Employee

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2K Messages

@kill-dash-nine Thank you for your reply and we are sorry the issue is still ongoing. Can you please send us a Private Message with your full name and address? We will need to take a closer look at this for you. Here are some instructions on how to send us a PM in case you need them:

 

Click "Sign In" if necessary
 • Click the "Peer to peer chat" 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

 

We look forward to hearing from you there. 

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

2 years ago

0

XfinityBenjaminM

Official Employee

 • 

2K Messages

@kill-dash-nine Please send us a Private Message, we have provided instructions on how to do that in the previous post.

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

2 years ago

0

Effihill1935

Visitor

 • 

1 Message

2 years ago

Add me and a relative that lives in [Edited: "Personal Information"]…

(edited)

0

0

user_fbcf71

Visitor

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2 Messages

2 years ago

HELP! Xfinity needs to fix the issue for everyone because we all pay good money for this service. We are having the same issues on all our TVs with blasting volume, no sound at all and audio not in sync. We use a Roku stick on all TVs and all are having the same problem on all TVs just with the Xfinity Stream app. All other apps are having no issues at all. It is very annoying to keep going out of the app and back into it for it to happen again in a few minutes or seconds. [Edited: "Personal Information"].

(edited)

8

XfinityChristina

Official Employee

 • 

923 Messages

Hi, @Dansgen1alero! I do see you sent us a DM already. We will continue to assist you there shortly. Just keep in mind, in the future, we do ask that you wait until you are invited to send a DM by our team.

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

2 years ago

0

dansgen1alero

Contributor

 • 

200 Messages

@XfinityChristina​ I was invited to send a DM< check the messages. and the history of this post........

2 years ago

0

dansgen1alero

Contributor

 • 

200 Messages

@XfinityChristina​ 

XfinityStephanieT requested me to on 11/14/22

2 years ago

0

CCElizabeth

Problem Solver

 • 

908 Messages

@dansgen1alero  We can see your chat history here and would love to continue assisting you in direct message. For security reasons, we must re-verify your account information if a certain number of days pass since we last messaged with you. This does not indicate we need to start over or that you are required to make a new complaint. Hope to see you back in direct messaging!

I no longer work for Comcast.

2 years ago

0

dansgen1alero

Contributor

 • 

200 Messages

@XfinityElizabethA​ maybe if xfinity did not drop the ball you would not need to reverify my account. ROLL BACK THE APP TO THE PREVIOUS VERSION. 

2 years ago

user_451c22

Visitor

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2 Messages

2 years ago

Same thing- this is garbage service on Xfinity's part. Random surge in volume or volume drop to where you cannot hear. Across every tv in my house while running Xfinity app on ROKU. It is an obvious defect in a software upgrade. I have no idea why they have yet to roll back the upgrade to prior until this is figured out. To make every customer continue this annoying experience is bs. I will be requesting a credit every month until it's resolved, and if not resolved soon will explore other options away from Xfinity. This is awful.

1

user_451c22

Visitor

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2 Messages

@user_451c22​ oh, I'm in southern [Edited: "Personal Information"]

(edited)

2 years ago

0

user_0d4752

Visitor

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1 Message

2 years ago

I am also have the same issue in [Edited: "Personal Information"]. I thought it was my TV, bought a brand new Sony TV and still having issue, the we realized it was only with the Xfinity stream app... all other streaming apps on Our Roku's do not have this issue. We have Roku streaming stick and Roku Ultra. We have reset modem, reinstalled app, all with no success, definatley an issue with Xfinity Stream app. I will send my info in a DM

(edited)

0

0

user_36360e

Visitor

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1 Message

2 years ago

Same thing happening to me.  I will be only happens when I use the Xfinity Stream App thru Roku HD.  Normal sound,  then goes quiet.  Tonight it just got loud and everything distorted.  Please fix!

1

0

CCStephanieK

Problem Solver

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909 Messages

Hello, @user_36360e. Thank you for coming here to our forums for support with the issues you're experiencing with the Roku app. I'd like to look into this further with you and get a ticket linked to your account for proper reporting. Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

I no longer work for Comcast.

2 years ago

0

jdub9079

Visitor

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1 Message

2 years ago

Count me in on this issue as well - Thought it was the TVs or Roku sticks but then it happen on Android phone Stream app as well and I knew it was the apps.      In my case we get high to low or low to high sound volume; plus some times we will get lag or even static in the audio.   Super annoying in the middle of the night when you are sleeping! 

Why can't the app just be rolled back a version, seems like an easy temp solution until the longer term solution can be found/implemented?

1

CCDevinC

Contributor

 • 

473 Messages

Hi there! @jdub9079 Thanks for reaching out here. We would love to take a look into this further for you.

 

To get started, and to locate the account, please send our team a direct message with your full name and full address. Thanks!

To send a "Direct Message" message:

  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

I no longer work for Comcast. 

2 years ago

0

dansgen1alero

Contributor

 • 

200 Messages

2 years ago

Finally heard back from someone on the direct message and check this [Edited: "Language"] out.....they want to confirm my account and provide my name and address like this is a new complaint. I told them to look at the previous messages.  For the love of all that is holy PLEASE ROLL BACK THE APP to the version prior to 10/26. 

(edited)

0

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