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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

31.7K

204

RARA1

New Poster

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2 Messages

2 years ago

I also have the same problem with my Roku Xfinity App. It sometimes get very loud or low. Will often get a static sound and loud noise will occur sometimes. Where does Xfinity stand with correcting this problem. I have had this equipment for over a year and this problem is new over the last few months. 

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XfinityVianney

Official Employee

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2.1K Messages

Hi, @RARA1. Thank you for reaching out to let us know you are having the same problem on your end. I'm glad to hear the service was performing as expected before, however, I get things have recently changed. We are aware of these reports coming in, and we hear you all. I get this isn't easy to deal with, and I get where you are coming from. We are working to get this resolved. I don't have an estimated timeline to be upfront, but we will keep everyone updated. 

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

dansgen1alero

Contributor

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200 Messages

2 years ago

I am trying to get additional credit for inconvenience, but they are being hard headed saying this is a free service.  They are not understanding we pay for this "free" service.  If more of us start to complain and demanding credits it may put a fire up their butts to work faster in either rolling out a new corrected version, or rolling back to the previous version that actually worked. 

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user_331f44

Visitor

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1 Message

2 years ago

I was recently notified that Xfinity is raising my rates. Yet after months and numerous complaints they can’t or won’t fix this issue. 

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dansgen1alero

Contributor

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200 Messages

2 years ago

Update form support is that their engineering department is in the coding/production stage of 6.10. This should correct the volume fluctuation as well as some other now known issues. 

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Ebpoje01

Visitor

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14 Messages

2 years ago

Clearly this is a load issue because it gets much worse during football games. Hope they add a bunch of hardware too

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XfinityVianney

Official Employee

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2.1K Messages

Hi, @Ebpoje01. I know this has been frustrating, and we hear you. We certainly don't want you leave. I did see we've been working on this with you for some time. I can assure you we are working to get this cleared up. With that said, I understand it hasn't been easy to wait. We will be sure to keep everyone updated once we have a resolution. Thank you! 

 

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

Jennstress

Visitor

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5 Messages

This is affecting all your users, and has been going on for months.

Instead of asking every customer to DM you, just fix it already! 

2 years ago

0

user_2d978d

Visitor

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2 Messages

Agree it has been terrible during sports.  It seems when the audio gets loud (crowd cheering) the sound messes up.

2 years ago

0

CCTimothy

Valued Contributor

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406 Messages

I'm sorry you are experiencing this volume issue, @user_2d978d, but appreciate you reaching out on the forums. How long has this been happening?

I no longer work for Comcast.

2 years ago

0

user_2d978d

Visitor

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2 Messages

2 years ago

Exact same issue on multiple TV's in my home with Roku streaming.  While watching a show the volume with change - sometimes blaring loud, other times no audio.  It always corrects when I back out to the menu and reselect the program.  This is occurring about 1 or 2 times per evening, it doesn't matter which TV or if it uses a soundbar or TV audio.  I chatted with xfinity tech support last night, who reset my service and assured that would resolve this issue.  It occurred again within the hour of the reset.

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user_3c835a

Visitor

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2 Messages

@user_2d978d​  I gave up on dealing with Xfinity to get this corrected. I have canceled all services with them and gone to other providers. Found much cheaper prices as well….

2 years ago

user_06d

Visitor

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3 Messages

2 years ago

I’m having the same issue on multiple TVs. 

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XfinityKei

Official Employee

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1.4K Messages

Hi @user_06d, Thanks for reaching out and letting us know you're having an issue with volume using our Stream App! Our apologies for the inconvenience as I understand the volume increasing can impact your viewing experience. Can you tell us more about your setup and how you're accessing the app? Are you also using a Roku? Do you have additional devices using the app as well? 

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

mpmd

Frequent Visitor

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12 Messages

2 years ago

Is this a regional issue?

I'm in Washington state.

Where is this affecting you?

(edited)

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user_35c879

Visitor

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2 Messages

@mpmd​ Also in Washington state.

2 years ago

0

dansgen1alero

Contributor

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200 Messages

@mpmd​ Its all over. if you have 6.9 of the Xfinity Stream App  on a Roku device. I am on the east coast.  They are working on 6.10 and should currently be in production. Hoping this gets tested and rolled out soon. 

2 years ago

0

user_2b5a8d

Visitor

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7 Messages

2 years ago

I'm reaching out to Xfinity about this issue. I also have been having the same sound issues--volume suddenly gets loud, volume suddenly gets soft, volumes gets "tinny". I did some troubleshooting before I saw this forum and this is what I found.

  • I have two Roku streaming devices, a 3810 and a 3820. This issue only happens on the 3810.
  • I moved the 3810 to a different tv to see if I could solve this problem. Before, it was on a soundbar. Now it isn't. The sound problems are still there.
  • The problem can be temporarily solved by switching channels. If the sound goes whacky, I've found that if I switch to another channel on Xfinity Stream, the problem is solved (at least for a while). Then, if I go back to the channel I was watching, the sound is fine (again, temporarily).
  • This started happening sometime this past fall. It has become more frequent as of late.
  • This problem does not happen on any of the other streaming services I use on my Roku 3810 (Hulu, Disney+, Paramount+).

I hope this helps. I'm hoping Xfinity responds to this post to let me know what solutions you have. I hope Xfinity is "owning" the problem and actively working to fix it.

3

XfinityBillie

Official Employee

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3.3K Messages

@user_2b5a8d we appreciate you reaching out to us here on our Xfinity Forums. This has been a known issue that we are actively working on a resolution for. We truly apologize for any frustration caused by the current audio issue. 

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_72fad9

Visitor

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2 Messages

@user_2b5a8d​ User user_2b5a8d is correct in their observation of devices affected and temporary fix by channel change. But, you don't even need to change the channel to temporarily fix the sound issue. If you simply go to the last Channel list, or guide, and reload the same channel it will temporarily fix the issue. Along with the sound variation it also seems that the last Channel menu doesn't store the last channels watched accurately any longer. These issues all seemed to start a couple of months ago with the last Xfinity app update. I hope they are aware of the "last Channels" list issue as well!

2 years ago

0

user_9d7d0cubs

Visitor

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2 Messages

@user_2b5a8d​ we have used the same workaround steps. This needs to be fixed

2 years ago

0

user_fb60ec

Visitor

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1 Message

2 years ago

I'm also having the exact same issues on all 4 of my Roku Ultra devices. It's obvious now that this is a real issue that needs a solution. The easy one is to simply allow affected users to roll back to the beta version which worked perfectly until a reliable updated is created. C'mon now. It's that simple!!!

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user_e5edaf

Visitor

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1 Message

2 years ago

I have experienced the same issue as the other customers here for the past few months. I have 2 TVs, one with a Roku soundbar, and one with just regular Roku streaming. The volume will suddenly increase to be very loud or decrease to where I can’t hear it at all.

This issue only affects my Xfinity app, it does not occur on other streaming apps. I contacted Xfinity support a couple of weeks ago and they had me reset my devices and they “pushed” some update to my system but none of that worked. I am still having the same problem.

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user_c615a4

Visitor

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1 Message

2 years ago

Same here...volume with a mind of it's own on multiple Roku's.....

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dansgen1alero

Contributor

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200 Messages

2 years ago

Update from Xfinity:  The ticket with our engineer group is still open, and do see the team is looking to have an update on the fix around the first week of February.

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Harry191

Visitor

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3 Messages

2 years ago

I have the same problem

Four Rokus -sticks and ultra 

all have volume issue 

c’mon Xfinity step up and offer a fix 

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CCAlisha

Problem Solver

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571 Messages

Hi, there. I am sorry to hear you are having audio issues while streaming our app from your Roku device. Our engineers are aware, and they are working on a fix as quickly as possible. Thank you for bringing this matter to our attention. 

I no longer work for Comcast.

2 years ago

0

bobbybig

Visitor

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2 Messages

Hi - my problem also.   Can you confirm a fix is in the works before i cancel?

2 years ago

0

bobbybig

Visitor

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2 Messages

@bobbybig​ 

any update?

2 years ago

0

CCLysa

New Problem Solver

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617 Messages

Hi @bobbybig

 

 

As of right now we are aware of the concern and our engineers are working to find a solution. We do not have any updates on a resolution yet.

I no longer work for Comcast.

2 years ago

0

lightstorm22

Contributor

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209 Messages

2 years ago

Wow 7 pages. Just chirping in that I also have this issue. The volume will go louder or softer pretty much every day. This is on a Roku Streaming Stick 4K direct to TV with no soundbar. I don't have to leave the app completely, but I do have to go back to the guide and reselect the channel to temporarily fix it.

(edited)

2

CCRose1

Contributor

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242 Messages

Hello, @lightstorm22. I am trying to confirm that there is to be an update as stated earlier in this thread that our engineers are working on a fix and should be available early February. I will post here if I find any information. In the meantime, just checking that you have gone through the troubleshooting steps that have been posted and are still having sound issues?

I no longer work for Comcast.

2 years ago

0

user_1e23f3

Visitor

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1 Message

Same issue & situation as described. I have completed all steps. Volume still may greatly increase, but once I change to a different channel & then return, all is normal.  I will patiently await the update.

2 years ago

0

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