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user_7db2df
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Visitor

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1 Message

Monday, May 29th, 2023 5:44 PM

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Xfinity app audio and video out of sync

I use the Xfinity app on my second tv and it goes out of sync when I watch shows on it. It's been getting worse over the past few weeks. I can switch to the Roku home screen and then back and that helps for a little while but then the problem arises again. I noticed that a lot of people are having the same problem. What gives?

Question

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Updated 

1 year ago

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XfinityAnthonyT

Official Employee

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1K Messages

1 year ago

Hey there, what do you mean by out of sync? Do you mean the video and the audio are not matching up?

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user_657818

Visitor

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1 Message

1 year ago

Same exact problem..   It's been happening about a month or so.   Feel like it occurs usually after commercial breaks, as sound and video out of sync when show comes back on. 

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CCLamont

Problem Solver

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519 Messages

That is not good @user_657818. I will make sure we get this resolved.

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" to Xfinity Support:

 Click "Sign In" if necessary

 Click the "Direct Messaging" icon or https://comca.st/3EqVMu7 

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

 See https://comca.st/3KQF8q9r for an example.

I no longer work for Comcast.

1 year ago

0

Dadams52

Visitor

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1 Message

1 year ago

Same problem here, but has been happening for years.

3

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CCDaryl

Problem Solver

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828 Messages

There is a known issue with audio out of sync on Roku devices. Roku has confirmed that the issue is on their end, caused by a software update to their devices that they initiated. At this time, we do not have a timeline when this will be resolved. 

I no longer work for Comcast.

1 year ago

0

dansgen1alero

Contributor

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188 Messages

@XfinityDaryl​  Roku released a patch to upgrade to OS 12, it is back on Xfinity's app to correct. It appears this started with the stream app update to 6.12.  So instead of fixing the volume fluctuation, it is now still there but now audio out of sync.  

1 year ago

user_22ca23

Visitor

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3 Messages

The issue was identified as a Roku related issue and not impacting the Xfinity Stream App.  Roku has confirmed this is happening as a result of a software update that took place earlier this year.  The Roku fix team is aware of the issue and they are engaged in a fix however, may not deploy a fix for a few months from the originating update which was in late March of 2023.  We appreciate your patience and understanding as Roku works to fix the problem.

1 year ago

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