Xfinity Stream App Audio Out of Sync

I exclusively use the Xfinity Stream App to watch TV. I have one TV where I’m using the App on an LG SmartTV. I use app through Roku on the other TV. I experience the audio being out of sync on a regular a regular basis on both TVs. Other streaming services like Disney+, Netflix, etc… are fine. It also works fine on my iPad. I’ve had the problem for the last month or so. Rebooting everything will make it better for a while but the problem will return. I contacted customer service and they did something to my cable modem but problem came back as well.

Responses

XfinityMikeB

Official Employee

•

891 Messages

4 months ago

Hi there and thanks for reaching out! I know how important it is to fix the audio issues you are experiencing! Have you tried updating the firmware on the device to see if this helps?

0

U

user_58a848

Visitor

•

3 Messages

4 months ago

All devices automatically apply updates so they are current.

0

U

user_917497

Visitor

•

1 Message

4 months ago

Mine is really bad, and [Edited: "Language"] too, because I was hoping to go wireless in my newly renovated master bedroom, and now I’m most likely gonna have to run a 60 foot wire through my ceiling and walls, and not have the clean look of my bedroom I was hoping for. I watch a lot of television in there, and I absolutely love how my Samsung smart TV has all the apps. It makes it way easier than running cables through a condo, especially if you have a nice place and need to have a clean and hidden in-wall installation. I have two small boxes xfinity left for me, and I wish I didn’t have to use them, but the voices out of sync is just unacceptable for me to have to watch. It’s so annoying. Xfinity needs to solve this issue, and now! I’ve only had my app going for a few months, and from what I’m reading it’s been years and has gotten worse! That’s lunacy. If they say they can’t fox the issue, then clearly they’re trying to sell more boxes or something, haha, because that’s crazy that they can’t. All the other streaming apps seem to be okay, come on COMCAST! FIX IT!! Jeesh.

(edited)

6

XfinityChelseaA

Official Employee

•

596 Messages

We definitely understand wanting to use wireless boxes! It really is nice to have the set up without the added connections when you've already got regular TV power cords etc!
I know that my teammate above had mentioned ensuring that the device firmware was up to date. Have you checked to ensure that the application itself has received any necessary updates, or uninstalled and reinstalled to see if that helped clear up any issues at all?

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

Like

Reply

3 months ago

0

U

user_58a848

Visitor

•

3 Messages

My apps are up to date. I tried removing the and adding it back also. Same result.

Like

Reply

3 months ago

0

XfinityElizabethA

Official Employee

•

801 Messages

@user_58a848 thank you for the update. This is a known issue that our engineers are working to fix as I write this. Have you worked with customer service by chance to open a ticket in order to link your account to this issue? If not, please send a direct message with your first and last name, as well as complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.

1. Click "Sign In" if necessary
2. Click the "Direct Messaging" icon (upper right corner of this page)
3. Click the "New message" (pencil and paper) icon
4. Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list
5. Type your message in the text area near the bottom of the window
6. Press Enter to send your message

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

Like

Reply

3 months ago

N

Niecynelson

Visitor

•

2 Messages

Same issue with audio out of sync. TV, Roku and xfinity stream app are all up to date. This has been going on for a very long time though it occurs randomly. Certain episodes will have the problem. If I go to another episode that works fine. If I return to the problem episode it’s still messed up in the same places within the show. I can watch the the problem episodes on my Comcast DVR box wo issues. Hope this this info helps you resolve this! Super frustrating as I have 4 Rokus and only 1 DVR. All other apps have never exhibited this behavior.

Like

Reply

2 months ago

0

N

Niecynelson

Visitor

•

2 Messages

Another observation: same problem episode recordings have audio issues regardless of what Roku I try to play it through. Audio out of sync also means I will likely have a playback error failure later with that episode (“This video cannot be played” Error: TVAPP-00331) frequently happens but not always. Leads me to believe the issue is the recording itself (but not sure why DVR is not affected - perhaps it pulls the recording in a different manner?). Only internal tech staff can speak to this though, since as a customer I have no visibility into how things work “under the hood”. I hope you find these additional details helpful.

Also, episodes with known audio issues exhibits same behavior on my Xfinity Stream iPad app as well, so not a problem exclusive to the Roku device/software. This also seems to indicate a problem rooted in some specific episode recordings.

(edited)

Like

Reply

2 months ago

0

U

user_aea34e

Visitor

•

7 Messages

1 month ago

I've been dealing with the Xfinity stream app audio out of sync issues since I turned in my digital transfer adapter box and started streaming and casting, Jun, 2022. For more then 8 months, this is an issue that is absolutely terrible and then it will go away, but come back.

I didn't have sync issue with the digital transfer adapter box... Now that I want to stream instead of paying a monthly fee for the box there is a problem!

I've been through 4 routers, 4 or 5 service calls, re-cabled from the street to the splitter, all indoor connections checked, more calls to customer service then I can remember and at least half a dozen or more service tickets, that get closed without the issue being resolved!

When I call customer service my problems don't fit the automated answering system questions so it takes about 20 minutes each of the many times I have called to get to a live agent, who is working in a crowded service center, talking on a head set, that speak English with a heavy accent and so much background noise from other agents that I cant make out what they are saying! Or, working from home with a loud TV and children playing making noise in the background that drowns out the agents voice!

One of the customer service agent asked... "Who manufactured your Roku device???? WHAT?

When will this audio sync issue be resolved?

Thanks!

0

cln823

Visitor

•

1 Message

28 days ago

Pretty disappointing to do a Google search on this error message and find that it has been around literally for MONTHS with no resolution. Sort of like the ongoing "access denied" message that pops up on the website when you try to access your account to do things like pay bills or change plans. According to the employees at one of my local Xfinity offices, they hear about the website issue a lot and have for MONTHS.

Really Xfinity? I pay a lot for your service, but you can't even write web coding without bugs or without fixing any bugs that do arise? You're an ISP. That's hardly comforting and definitely represents an abysmal level of regard for good customer service. :(

1

XfinityHeather

Official Employee

•

970 Messages

@cln823 Thank you for reaching out to the Digital Care Team. Are you currently experincing this issue? If so, our team can help. To get started, please create your own public post without your account information. Please provide as many details about your experience as possible. Doing so will auto-open a ticket in our system, and we can assist you in the order your request is received.

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

Like

Reply

26 days ago

0