Streaming app audio problem

@user_2108bf, Please let us know if you are still having issues. One thing to try on your own is running a System Refresh. You can do this from the Xfinity My Account app. Just click on TV and then troubleshoot. 

@PAGroundHog​ 

Trust me they are aware of the problem and they said they are working on it. 
I was able to find the email address for the Vice President of Customer Relations and within an hour I had the escalation team call me. Then the engineers called. So it is in the works. Mine has gotten better today. Not as many low volume drops. Let’s hope they figure this out. 

@user_99e175​

Thank you for that reassurance. However, until it is completely fixed, xfinity needs to roll back to the beta version so we all can watch television in peace. Thanks for your feedback.

Hello all, we appreciate you all for posting and sharing your experience with the audio issues on the Roku devices.

@user_99e175 is correct. Our engineers are aware of a known issue that is affecting these devices nationally, and are actively working to get this resolved as soon as possible. Although we don't have an ETA at this time, once a fix is in place, you should no longer have this problem. We appreciate your patience and understanding during this time. 

please, a long time to wait and a lot to pay for average service...

@Enduser106 Hello, thanks for letting us know you are experiencing issues. If you need assistance, can you please create your own post detailing your issues, so we can assist further?

@travel_gnome, Please let us know if you are still having this issue. We do recommend running a system refresh that you can do from the Xfinity app. We are here for you 24/7.

Thank you for taking the time to reach out to us @Mowse. The posted workaround on this thread was to complete an account refresh from the app. Did you try this? That being said, I am not seeing a permanent solution listed here. I would be happy to check on that, as well as help you get this fixed. Let's dive a little deeper into your account. We can circle back around to the public board once we have this fixed for you with an update.

Can you send us a direct message with your full name, name of account holder (if different) and service address? To send a direct message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

@XfinityAnna​ I am having the same problem with sound when streaming on Roku devices. I would like to be informed when this problem is solved. 

@user_f5ea44 Hello! Thank you for reaching out to us here. As the post above states, the account refresh has been a workaround that has worked for others reporting the same issue but we are aware the issue is still taking place if this does not work. While we cannot specifically notify you when this is resolved, you are more than welcome to monitor this thread. Our team is aware that this is happening and we are working on a fix to prevent other users from being impacted by this.

Thanks for taking the time to let us know about this, @swimski. We know how upsetting it is to have this kind of issue with the Stream app, and it's not the experience we want you to have at all. Please know that our team is aware of the issue, and we're working to get this resolved as soon as possible. We will be checking back here to ensure you, and all of our valued customers are provided an update as we have it. Please let us know if there's anything we can do for you in the meantime.

@swimski. The latest update today is that Roku has found a firmware issue on their end they have to resolve. As we get more release dates for firmware we can update.

@swimski There are still no updates yet. We apologize for the inconvenience and greatly appreciate your patience while we work to get this resolved. Have a wonderful day!  

We wanted to update this thread and let you know we still do not have a solution from Roku. This is an issue on their end that is, unfortunately, causing problems for many different apps. Please feel free to reach out at any time, and we can check again to check for a solution from Roku. Thank you!

@warneke7 Thank you for reaching out and bringing this to our attention. I can understand how frustrating this must be. 

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 "Direct Message" ("Private") message:

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 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

@user_b7de66​ Just had fiber service run to my house, as soon as they get it installed I will be switching from Xfinity. That may be the only solution to this problem.

@user_b7de66, I do know there are certain Roku's that are supported. We will need to make sure your version of the Stream app is up to date. Devices must be on minimum firmware version 8.1 b1 or higher. The Xfinity Stream channel will only appear in the Roku channel store for eligible devices. 

To give customers the best streaming experience, we stopped updating the Xfinity Stream app on 2017 Roku devices in October 2022. 

What kind of Roku device is it you are currently using? 

What do you mean you stopped updating the Stream App on Roku devices since 10/22?  we need it updated as this has been an issue since October of 2022. We will be pushing a year in the near future of this issue?  At what point in the R&D, production, coding or testing  is the engineering department at right now?

Hello, @user_936b03! We apologize for this inconvenience. Roku fix teams are aware of the issue and are engaged in working to resolve it. However, Roku may not deploy a fix for a few months. Thank you for your understanding and patience as Roku works to fix the problem. In the meantime, customers can enjoy content using Xfinity Stream, online and through the app, on a compatible non-Roku streaming device, where sound quality should not be affected.

Hi there, @user_b819c5 ! Thank you so much for reaching your Digital Care team. Thank you for your patience while you waited to connect with me. I'm very sorry for the inconvenience and the trouble you are having with the streaming app. Please be assured you reached the right person to assist you. Can you please DM me your first and last name along with your full service address so that I can assist you further?

To send a direct message [private message]:

•   Click "Sign In" if necessary
•   Click the "Direct Message" icon 
•   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