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dansgen1alero's profile
dansgen1alero
20th Anniversary celebration
1st Reply
1st Topic

Contributor

 • 

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

31.8K

204

user_94de9c

Visitor

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2 Messages

2 years ago

With all of these customers experiencing the same issue and Comcast not doing anything about it, does anyone have a suggestion for another company that we could switch to and say bye bye to Xfinity? 

4

CCJay

Official Employee

 • 

618 Messages

Happy holidays, @user_94de9c. Have no fear, we're here to help make this right. We can send some refresh signals that should help. Let's meet in DM to get started. 

 

To send a direct message [private 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 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_8448e0

Visitor

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3 Messages

Working with an Xfinity agent has apparently not worked for anybody. The app is broken. It needs to be fixed. It’s beginning to sound like somebody’s job is on the line if they admit to the problem.

2 years ago

0

dansgen1alero

Contributor

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200 Messages

@user_8448e0​ They should be working on version 6.10 which we are being told will correct this issue. 

2 years ago

0

XfinityLinda

Official Employee

 • 

1.8K Messages

Hey, @user_8448e0! Have you tried to update the Stream app to see if it resolves the issue for you? You can also delete the Stream app, and download it again. Let us know if it clears the issue up or not.

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_eb2723

Visitor

 • 

1 Message

2 years ago

Same sound fluctuation problem here. Only on the Xfinity app on Roku. Every single other app is perfect. It's an Xfinity app problem, so fix it please.

1

CCElizabeth

Problem Solver

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908 Messages

Hello @user_eb2723 Thank you for bringing this issue to our Xfinity Community Forums. I am sorry to hear about the sound fluctuations with the Xfinity Stream app! We are aware of this issue and are working to resolve it now. Have you opened a ticket with customer service already to link your account to this issue?

I no longer work for Comcast.

2 years ago

0

dansgen1alero

Contributor

 • 

200 Messages

2 years ago

Still no update, so reached back out through DM. Trying to see if Version 6.10 is done, is it in testing, etc.  Will post  once they reply. 

0

0

mpmd

Frequent Visitor

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12 Messages

2 years ago

We are experiencing the same volume issue. About gives me a heart attack every time. Is there a fix yet? At $173 a month, we are not getting the service we pay for.

1

CCDaniel

Problem Solver

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606 Messages

Thank you for reaching out about your Stream audio issue that you have been encountering. I appriciate that you have tried to troubleshooting prior to connecting. Are you receiving any error messages? 

I no longer work for Comcast.

2 years ago

0

dansgen1alero

Contributor

 • 

200 Messages

2 years ago

REPLY FROM COMCAST:  Hey, thank you for reaching back out again. I apologize for the delay and appreciate your patience while I was checking. It looks like they are still working on a fix for the audio issue as well as a few other issues. There still isn't a release date but we will continue to keep an eye out on the ticket.

3

0

Ebpoje01

Visitor

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14 Messages

@dansgen1alero​ Been happening for 2 months now! 

2 years ago

0

dansgen1alero

Contributor

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200 Messages

@Ebpoje01​ Yup since the 10/26 version upload. At least they have acknowledged it and working on the new version. That was the hardest part. 

2 years ago

0

user_70d0bd

Visitor

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8 Messages

That is not good enough. They should have an official notice on the Xfinity site with a time when it will be fixed. Over 2 months to fix something like this is inexcusable and it just shows a disregard for the customer satisfaction. 

2 years ago

0

CHURCH_247

Visitor

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1 Message

2 years ago

Add me to the list of everyone else.  Only happens on the xfinity app on Roku since they upgraded from the beta version.  Volume suddenly gets so loud or so low on two separate TVs.  One TV I had to switch the volume to level 0 and still had volume. It is frustrating and not solved in a very long time. 

5

Ebpoje01

Visitor

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14 Messages

@CHURCH_247​ the only way I can get it to stop for a while is to back out of the program I am watching and then return. I am setting my sleep timer at night so it doesn’t blast me after I fall asleep. 

I have 2 open tickets on the issue but of course no resolution. 

2 years ago

0

XfinityRay

Official Employee

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2.7K Messages

Hi there, @CHURCH_247 and thread. I am sorry that the audio has been doing that. I understand that would be annoying and startling at times to have happen. I am showing that our Engineering team is aware of and working on this issue. We do not have an estimated time of when it will be resolved but will update the thread at that time. Thank you for your patience and understanding while we work on this. 

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_d39788

Visitor

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5 Messages

I’ve been having the same issue for weeks. Frustrating. Looking at alternate services given all the posts that Xfinity is “working on it” and is not providing full credit for a faulty app with bad service. 

2 years ago

0

XfinityThomasB

Official Employee

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1.9K Messages

Hello @user_d39788.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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 which appears. The "Xfinity Support" graphic replaces the "To:" line

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

XfinityChelseaB

Official Employee

 • 

1.6K Messages

Hello @CHURCH_247! I hope you're having a great evening! I wanted to follow up and see if you're still having this concern and if you need any more help. Please let us know, we are always happy to help. 

 

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_df7382

Visitor

 • 

10 Messages

2 years ago

We have had this issue since this summer. I don’t think it’s just related to the last update in October. We have attempted just about everything possible and Xfinity owes everyone including us bill credits for this. You cannot keep charging for something that does not work correctly.

I am not going to sit through another song and dance with support so if that's your answer to this is to message, then please find my contact info and message me. This forum access is by using your Xfinity account correct? Making people jump through hoops to get a support ticket is ridiculous. 

There is clearly an issue and you are repeating the same steps over and over like we cannot read. We are responding to others having the same issue so if anyone is not understanding, it seems to be Xfinity 

(edited)

1

0

XfinityThomasA

Official Employee

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2.3K Messages

@user_df7382 - Thank you for sharing your feedback here on the Xfinity Forums. This is not the viewing experience we want for anyone using the Xfinity Stream app. Our engineering team is aware of the volume issue when using the Xfinity Stream app on Roku devices, and we're working to resolve the issue. Your pateince and understanding is appreciated while our team works towards a resolution.

 

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
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_08f551

Visitor

 • 

4 Messages

2 years ago

Another user here having the same issues as above. Has anyone been successful in obtaining a credit? I've had to stop watching tv using this app it's so inconsistent.

2

0

Ebpoje01

Visitor

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14 Messages

@user_08f551​ I have been calling them every 2 weeks and getting various credits including a $25 credit for poor customer service from a tech rep. I am going to visit the store after the holidays and cut the cord

2 years ago

0

user_08f551

Visitor

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4 Messages

I just chatted with four different agents until someone somewhat understood my ask and gave me a $20 credit.
I recently purchased Verizon 5G home internet for $25/mo (price locked in for 10 years!) with no charge for the router. You're also NOT locked in a contract.

The speeds are faster than what I have with Xfinity for a fraction of the price. They also give you a 30-day trial period to test it out. So far, it's working great! 
Along with that and using a different service for TV shows, I will be saving quite a bit each month. 

(edited)

2 years ago

0

user_0131ed

Visitor

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7 Messages

2 years ago

I got one 25$ credit. About to call again and refer them to this. 

0

0

Elevdave

Visitor

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1 Message

2 years ago

Same issue here with the audio volume jumping up significantly or going extremely quiet. I pay good money for a the service and it has not been working correctly for over 2 months now! When will this be resolved?

1

0

XfinityThomasA

Official Employee

 • 

2.3K Messages

@Elevdave - Thank you for letting us know! I am sorry you are experincing this, I know I'd be reaching out regarding the fluctuating volume too. Our engineering teams are aware and working to resolve the issue as quickly as possible, and although we do not have an estiamted time of resolution to provide just yet, please know we will update the thread at that time. 

 

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
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_7985b9

Visitor

 • 

2 Messages

2 years ago

It’s pretty spectacular that this hasn’t been resolved yet. 3+ months of a service we pay for not working correctly. 

0

0

cowboysfan222

Visitor

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1 Message

2 years ago

Yet another user having the same issue on all ROKU devices. Eagerly awaiting the update to fix this issue. As a computer programmer, I can tell you that since there is no firm release date it is indicative of the developers not knowing exactly what the problem is and how to go about fixing it. Checking my service now to see if I have alternatives to Xfinity as this shouldn’t be so complicated especially since it worked in prior versions.

0

0

user_1d963b

Visitor

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1 Message

2 years ago

Same thing here as well.

Not sure how they have not done a small update for the issue that's now 2 months old.

0

0

user_83db97

Visitor

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1 Message

2 years ago

I am having the same issue for the past month or so. I am hoping it can be fixed soon! Joining the thread to hopefully hear of a resolve or a plan. 

2

0

Ebpoje01

Visitor

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14 Messages

I’m done, changing providers, getting off cable and their internet 

(edited)

2 years ago

0

XfinityVianney

Official Employee

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2.1K Messages

Hi, @user_83db97. Thank you for your comment and letting us know you've seen similar issues on your end as well. I'm sure this has been frustrating, but we are here to help. Can I get more details about your situation? Are you noticing this problem across all the devices in the home? Are you using a Roku device to stream, or are you using other equipment? 

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_369352

Visitor

 • 

2 Messages

2 years ago

Yeah, this has been going on for way too long considering how much the charge.. I would think they'd give some sort of credit.  Who am I kidding, we're talking about Comcast/Xfinity here. They probably read these and laugh at us.

0

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