Xfinity Stream App audio out of sync with video

This issue seems to happen most often while I'm watching SCI channel 872. The audio gets several seconds behind the video. The only way to temporarily fix it is if I back out to the main menu of the Xfinity Stream app then go back the the SCI channel 872. The audio and video will be normal and insync once again. But after maybe 15-20min (didn't time it) it will be out of sync again. It's always the audio that's behind the video.

I use a TCL Roku TV with a hardwired connection to my gateway.

* Xfinity Stream App version: 6.9 build 0

* TCL 65S41 | Software version: 11.5.0 build 4312-CG

Everything is updated to it's most current version. Rebooting my gateway DOES NOT fix the issue. Reinstalling the app DOES NOT fix the issue. The issue is the app itself, which Xfinity needs to update/fix. I have no control over that.

Responses

CCMartin

Gold Problem Solver

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2.9K Messages

2 years ago

Hey there, @darcsyde

We will need to submit a ticket on your account if you are still going through the issue with your XFinity services and Roku. Our Xfinity team here through our Community forums will do our best to help you out. Can you please send our team a private chat with your full name and full service address to get started? To send the requested information:
• Click "Sign In" if necessary
• Click the "Direct Messaging" 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

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user_fde58a

Visitor

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2 Messages

2 years ago

Same issue here. This app stinks. Between the sound lag and the error codes on the mini guide 00500 I am about to cancel this service and go back to direct tv

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CCKimberly1

Official Employee

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842 Messages

@user_fde58a, Thank you for reaching out to our Xfinity Forums page. I definitely do not want this to be your experience and I will be more than happy to take a look to see what is happening. Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" 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

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.
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2 years ago

0

Skindaddy

Frequent Visitor

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8 Messages

2 years ago

I'm having the same issue across several different devices

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user_861466

Visitor

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1 Message

2 years ago

Same issue. Streamed tnt for the nba game. Audio was off all night. It’s the app as no other function is like this. Updated and series 5 tv so full the app. Fix this

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CCZachary1

Problem Solver

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672 Messages

@user_861466 I am sorry to hear that you are experiencing a similar issue. I would like to gather more information about your devices.

Could you please send our team a direct message with your full name and full address?

• 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

Let me know if you have any questions.

I no longer work for Comcast.

2 years ago

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_G_G_G_

Contributor

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33 Messages

2 years ago

I'm experiencing the same issue accessing the web stream using Firefox. I'm also seeing this on all 3 of my ROKU Streaming Stick+. All other ROKU streams and desktop Firefox streams (Prime Video, YouTube, Facebook, etc.) are fine, no problems. Only my XFINITY streams have this audio / video desync over time issue.

Please address, this has been going on for months.

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CCMike1

Official Employee

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933 Messages

I can look into this! Can you send me a direct message?

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

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user_c73829

Visitor

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13 Messages

@XfinityMikeB

MikeB is also have audio and video sync issues with xfinity app/channel only.

I have contacted xfinity customer service what seems like a dozen times and had techs at my house 3 times yet the issue remains.

2 years ago

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_G_G_G_

Contributor

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33 Messages

@_G_G_G_

One month later. This issue persists. It's really bad on MSNBC. Bad enough that I no longer watch that channel. I find it difficult to believe that XFINITY Stream team has not been able to address this over many months. Two months ago, support told me that they were aware of the issue, that the development team was working on a fix and that I should report back if the problem was not fixed in 24 hours. It's been over 2 months, so...what is the status of this issue? Is there a fix? Are the developers still working on a fix? Did they give up? What's happening?

2 years ago

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E

egrail

Visitor

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2 Messages

2 years ago

I am having the same issue. The audio/visual is out of sync on my Xfinity Stream App after watching a channel for about 10-15 minutes. I have tried resetting my TV multiple times to no avail. The only fix I have found is to exit the channel with the back button, and reopen it again. I have never had this issue until about the last week or so. The latest app version is dated 5/9/23 - so it has probably been longer than a week, but I am just noticing that it's been happening regularly now. I have an Onn Roku TV, and Xfinity Blast! internet service. My X3 box downstairs is still working properly, and I have not changed any hardware at home recently. This is a huge annoyance. I hope Xfinity releases a fixed version of the app soon.

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user_c73829

Visitor

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13 Messages

2 years ago

I also have audio and video sync issues. I have this issue using roku 4k stick and roku 4k+ stick.

i have called technical support several times and demonstrated the issue to xfinity techs at my house.

The xfinity techs have no idea how to fix this issue nor do they have a path forward on this issue.

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bluesoft

New Poster

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8 Messages

2 years ago

Having the same issue. Can’t watch broadcast tv sports on the app as it is terrible! Audio is at least 5-7 seconds delayed.

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XfinityAngie

Official Employee

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1.8K Messages

@bluesoft, This is an ongoing problem with Roku. It is not limited to the Xfinity Stream app but can happen on other apps as well when using Roku. This is something that Roku has confirmed, and they are working on a fix. We appreciate your patience while they continue to work on this 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

_G_G_G_

Contributor

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33 Messages

2 years ago

Hey XFINITY, we would like some support here. Any help?!? 4 separate COMCAST employees have offered to help, then promptly disappeared, leaving the message "I no longer work for COMCAST" in their signature. Really? This is how support works here?

Please, please, PLEASE CAN WE GET SOME SUPPORT? Could we hear from a developer? Could we hear from a technical person that understands the issue? Something? PLEASE??? When is this audio-video sync problem going to be addressed (or not)?

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XfinityThomasA

Official Employee

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2.3K Messages

Thank you for your feedback, @darcsyde. An intermittent issue is affecting the sound quality for some customers when watching programming through Roku devices. Apologies for this inconvenience. This is not an Xfinity issue, and it isn't isolated to the Xfinity Stream app. This issue may occur with other apps viewed through Roku. Roku has confirmed this is an issue on their end, caused by a software update to their devices that they initiated. Roku is working to resolve it, but it may be several months before a fix is implemented. Thank you for your patience and understanding as Roku works to fix the problem. As a quick reminder, customers can enjoy content using the Xfinity Stream, online and through the app, on a compatible non-Roku streaming device, where sound quality should not be affected.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 years ago

0

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AngelaG5

Visitor

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3 Messages

@XfinityThomasA Are you sure that this is a ROKU problem? I have 2 ROKU devices that have the sound delay issue. I recently purchased a LG Smart TV that allows the Infinity app to be installed and I have the same exact sound delay issues that I had when using the ROKU devices

2 years ago

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XfinityDilary

Official Employee

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2.2K Messages

Hello, @AngelaG5. Thanks for your comment. We appreciate you making us aware of this situation. Have you completed any troubleshooting on your LG smart TV? Such as uninstalling/reinstalling the app, forgetting and reconnecting to the network to refresh the connection, or manually rebooting your device?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 years ago

0

hikerpa

Frequent Visitor

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18 Messages

Xfinity Dilary have you even looked across the Stream app forums??? This has been going on for months without a fix. Everyone posting here has done all the troubleshooting necessary to fix the problem. This is on Xfinity’s side. It’s the app. My Roku works fine except for the Xfinity app. I sure hope Xfinity gets it fixed soon.

2 years ago

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AngelaG5

Visitor

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3 Messages

@XfinityDilary Yes, I have, changing the WiFi band from 5g to 2g seem to help, but now it freezes for a few in the middle of the show and then resumes

2 years ago

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darcsyde

Contributor

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65 Messages

2 years ago

The out of sync problem is back and worse than before it seems. Audio is several seconds ahead of the video. Only way to temporarily fix it is to close the app and start it back up until it desyncs again.

* Roku Software version: 12.0.0 | Build: 4190

* Xfinity Stream App version: 6.12 | Build 0

This is a very annoying problem that doesn't seem like it's ever going to be fixed.

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XfinityMartyR

Official Employee

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2.1K Messages

Hello, @darcsyde. I'm sorry to hear you are still experincing this issue with the audio being out of sync. We can help troubleshoot this further, please send us a direct message.

To send a "Direct Message" 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

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