Xfinity Stream App Audio Out of Sync

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? 

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

@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

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.

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.

@user_aea34e​ 

I am also having an audio and video out of sync issue. Several call to customer service advance technical support which provide no help.

iI have also had 3 at home service calls which were no help. The in home service guy said he doesn’t know what to do about the issue. This this issue is at a dead end.

@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 have done that. 
Melrita

Hello, @user_c212e6 I'd like to troubleshoot the issue you are experiencing with the Xfinity Stream app. Can you please send our team a direct message with your full name and full address?

To send a "Direct Message" to Xfinity Support:

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

I just sent a direct message to your team - let's see if you are serious about fixing this issue.

I'll be happy to partake in a live debugging session!

ok -I wasted 5 hours today on this. Finally, your Advanced Tech Support is telling me that this is a known issue and no fix currently exists! you should have told me that after 3 minutes!!!!

Totally agree. All lip service. They dont want customers streaming. They rather us customers rent a cable box monthly smh

@user_544316​ is there a real fix besides rebooting the devices?

today I've tried to reboot the Roku Stream device (I just got it in the hope that would help - no such luck) still the same issue with Xfinity - the rest works just fine

I just sent a direct msg to your team - let's see if you are really serious about fixing this issue.

Hello @user_eb9981, we appreciate you reaching our team on Forums. We can certainly understand how frustrating it can be trying to enjoy your shows and having a delay in audio. Have you attempted any troubleshooting steps? For example: Make sure the firmware is up to date, delete and reinstall the app?

@XfinityGabby  This audio/video sync issue has been going on for months. It is a hot topic of discusssion over in the Roku Community Forums on a daily basis.  I've had the same exact experience as @user_eb9981 . The firmware on the Roku device is up to date and I am running the latest update of the Xfinity Streaming app on the Roku device.  From what @user_544316 has stated, it appears Comcast Xfinity Advanced Tech Support is aware of the issue and there is currently no fix.  This is a very frustrating issue that is causing Xfinity to lose many viewers as there are tons of other streaming services available on the internet.    

@f2bme

@XfinityDaryl​ Sorry but that didn't work....pls advise on another possible fix.

@user_bd484a I am sorry to read those steps did not work for you. Many customers have reported an issue affecting the sound quality. Audio not syncing with video, Volume instability etc. Roku fix teams are aware of the issue, and are engaged. However, Roku may not deploy a fix for a few months. This is not a Xfinity issue, and may occur with other apps viewed through Roku. Based on the report from Roku, this was caused by a software update to their devices. We hope this gets resolved soon, 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 may not be impacted. 

@MasterYoda Thank you for reaching out and letting us know that you are also experiencing the issue. Roku has made us aware that there is an issue with the latest software update and the Xfinity Stream app. At this time there is not an estimated time for this to be resolved. 

@XfinityTimothyA​  Thanks for the reply TimothyA.  I tried turning the bandwidth saver feature off on the ROKU, which was suggested by another Xfinity rep (see above).  Sadly, that didn't work, as another customer also said after that didn't work.  I'm glad that Xfinity was able to get ROKU to admit the issue is with a recent ROKU software update.  However, it's distressing to read there may not be a software fix for MONTHS!   I know this won't happen, but it would be great if Xfinity could allow all these affected users to at least "temporarily" rent a monthly Xfinity box without cost until the issue with your streaming app is repaired on the ROKU end.  Yeah, I know . . . that sure ain't gonna happen huh?  I guess I'll have to just rent one of your boxes until your streaming app actually works again with ROKU . . . but a lot of others are going to drop Xfinity in frustration.  I hope Xfinity realizes this :( 

Thanks anyway TimothyA for answering my post.  Please let us all know right here when this is finally fixed.  Have a great day!

UPDATE!:  My new LG G2 77" OLED set is a smart tv that is naturally capable of downloading tons of apps.  I decided to just download the Xfinity Stream tv channel app and now I'm directly watching all my Xfinity channels (bypassing the ROKU Ultra box) and there is no more audio sync issue!

Hi there, @user_352ec4, thank you for taking the time to share you experience with us. I am sad to hear your audio issues have gotten worse. I would like to take a closer look into this with you. Please send us a direct message with your full name and service address. 

Here's the detailed steps to direct message us: 

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" 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

@user_bd484a​   That's interesting!  I originally had my ROKU Ultra box set to "Auto" as the audio option and was definitely getting the sound lag.  After reading your post, I initially tried the "PASSTHROUGH" setting which didn't have the audio lag for quite a while, but then it returned.  Now, I've switched it to "STEREO".   Sadly, the audio lag returned even faster!   

I just want to remind everyone else (as I did earlier in my original post) that if you have a Smart TV you can download the Xfinity app directly to your set, and you won't have the audio lag.  This bypasses the ROKU box . . . not an ideal solution, but it does work.  It needs to be said . . . EVERY other streaming service works perfectly on ROKU . . . except Xfinity.  It's not Roku folks . . . it's Xfinity!  

It's clear to me Xfinity is treating this issue with little more than an honorable ignorance.  They are "claiming" to be working on this issue . . . they are NOT!   I'll soon be going to FUBO Streaming.  It's cheaper with even more really good popular channels and works perfectly on ROKU!

I see the same problem with the WebOS Xfinity app and Apple TV app. As others have noted, the IOS app does not have this problem. I'm considering dropping Xfinity all together and going to YouTube TV. The only thing I haven't tried is using ethernet instead of Wifi.

Follow up - using ethernet instead of WiFi, same issue. Now testing fubo - no problems so far. Why fubo instead of YouTube TV? Fubo has Houston area RSN for Astros baseball.

And Fubo works just fine. Will be going to Xfinity Internet only service and keeping Fubo 

@MasterYoda​ Can't download Xfinity Stream app on Sony tv's but casting from computer or cell phone is a good workaround.