Contributor
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30 Messages
Xfinity Stream on Roku Audio Video Sync Issue
Having an issue with your Xfinity Stream on Roku app. After some short period of time I see a brief video/audio freeze and after recovering and resuming, the audio and video are substantially out of sync. Returning to the Xfinity Stream home page and re-selecting the channel restores normal sync for a short period of time (under an hour) until the sync issues reoccur. Have been experiencing this issue for the last several weeks at a high rate, but intermittently for the last couple of years. This issue is occurring on 3 different Roku devices (two 4630X and one 4230X). The 4630X devices are hardwired to my router, the other is connected via WiFi. No soundbars are involved; using the internal TV speakers only. All Rokus are connected to their respective TVs via HDMI. I have your modem in bypass mode and using my own router (Ubiquiti Edgerouter X). I've tried resetting the modem, resetting the router, setting the roku audio mode from "Auto" to "Stereo", confirming all Roku devices are at current firmware levels. The Roku device on wifi says it has an excellent received signal level, and this obviously doesn't apply to the other two devices that are hardwired. I see you had a network upgrade planned for my area early this morning. Had hoped that action would improve the audio sync issue, but it did not. Observing that there are a numbers of complaints about this issue on this forum and others, have you found a root cause and permanent corrective action that we can implement?
Official Solution
CCJessie1
Retired Employee
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5.9K Messages
1 year ago
All,
I know it has been a while since this discussion was active, but I wanted to share that we did get word from product owners that some recent automatic updates should have resolved this for impacted customers. If you are still experiencing this issue we recommend ensuring that your Xfinity Stream app is up to date. We also recommend ensuring your Roku device is up to date, manually resetting the device can help with that. Please let us know here on our sub if you continue to have issues with Roku audio when using the Xfinity Stream app after ensuring everything is updated.
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CCDevinC
Contributor
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473 Messages
2 years ago
Hi there @Bob137 Thanks for reaching out to Xfinity on the Forums! I understand how annoying it can be when the sound does not sync up with your video when watching a show or movie. It can totally ruin the experience and that is not something we want for our valued members. I do see that this is actually a known issue on Roku's end, that they are working on a fix for.
In the meantime, you can still enjoy content using Xfinity stream online, through an app, or on a compatible non-Roku Streaming device, where sound quality should not be affected.
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dansgen1alero
Contributor
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188 Messages
2 years ago
Roku's fix was to release OS 12 which did not fix any of the audio issues, so the Xfinity Engineering team is back to the drawing board with recreating issue and then creating a fix.
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gk1227
Contributor
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49 Messages
2 years ago
It's my experience that the out of sync issue seems to be occurring more frequently. For me, the issue began with Roku's update to the 12.0 version of their operating system. The out of sync condition seems to trigger every time Comcast inserts its own commercials into the network stream. When the network stream resumes, it does not resync properly. The only solution is to exit the channel back to the Xfinity menu and reselect/restart it.
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Lonbo
Frequent Visitor
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6 Messages
1 year ago
It's sad that neither Xfinity nor Roku wants to own this problem and resolve it once and for all. This audio syncing issue has gone on for what seems like forever. I was told by Roku that upgrading my five-year-old Roku unit would resolve the problem, because... after all... 'older equipment' can't possibly be expected to keep up with new streaming developments. So I did just that - and the problem remains. Maybe an Apple TV unit will resolve the problem!!!!
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dlcrouch
Contributor
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22 Messages
1 year ago
I have the same problem with the stream app on Roku units, TCL Roku TVs, Apple TV and LG WebOS. I've tried ethernet instead of WiFi - still occurs. The only thing I haven't tried is bypassing Xfinity internet service.
I am trying Fubo with no issues. I almost ready to give up on Xfinity and go with Fubo or YouTube TV.
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user_c73829
Visitor
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13 Messages
1 year ago
I am in the same camp with seeing audio and video getting out of sync. Benn through the xfinity customer service run around many times including multiple calls with xfinity technical support and several in home xfinity home technical service calls.
i am also ready to give up on the xfinity app and move to a tv app that actually works. I also want to recommend that roku remove the xfinity app from the app store and any certification they may provide for the app.
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user_22ca23
Visitor
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3 Messages
1 year ago
Xfinity works fine with Amazon Fire stick. This does not seem to be an Xfinity issue. Appears this is a Roku issue. FYI Roku is now owning the issue and states they will not have a fix for several months.
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Kevhead27
Visitor
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1 Message
1 year ago
I’ve had the same out of sync issue on Roku and non Roku Samsung Smart TV. It’s isolated to only the Xfinity app. No issues on any other streaming services. It’s happening so frequently that it may be time to evaluate other services since the app is essentially unusable at this point.
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Tee2023
New Poster
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18 Messages
1 year ago
Its the Xfinity Stream App that is the problem as it is occurring on both Amazon Fire and Roku Devices fix this COMCAST ASAP
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hikerpa
Frequent Visitor
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18 Messages
1 year ago
I’ve had the same problem for several months now. The app was working fine until it wasn’t. I can access other channels on the Roku app and don’t have the delay. But the xFinity app is almost unusable. We constantly have to come out of the app and then go back in. The fix may only last for a few minutes. Come on xFinity. Please fix the issue. I pay plenty for my service.
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user_0840ce
Visitor
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20 Messages
1 year ago
I'm having the exact same problem and tried the proposed solutions you mentioned and it only fixed the problem for a few minutes.
I have 3 different roku's and all 3 have the same sync issue. It only happens with the xfinity app. The problem has gotten worse over the past few months. I have the Samsung TV Xfinity app which doesn't have any syncing problems.
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tommied
New Poster
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7 Messages
1 year ago
Thanks @XfinityAngie , We've been told it's "something being worked on" for a longtime on Comcast/Xfinity issues. It's getting old and I'm sorry that the employees like yourself are forced to lie all day every day. It must be frustrating for you and your fellows, we out here are sorry for your guys and gals. If and when things do get sorted out it usually mean more $$$ out of our pockets for something that was sold to us as the "Next Great Thing" from Xfinity, that never really works and then we start all over again. Very Frustrating for all.
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user_0cc9d9
Visitor
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1 Message
1 year ago
Let your Comcast community solve this problem,
Winner gets Comcast service free for 5 years and bragging rights.
Problem solved!
You have nothing to lose and many, many happy subscribers who will express their thanks by staying with you.
Comments, please?
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user_7cd8c9
Visitor
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1 Message
1 year ago
I have this problem, too. It seems to me to have appeared around the time that the Xfinity Beta app was replaced, but I could be mistaken regarding the timing.
This could be a bug in the Xfinity app. It could be a bug in the ROKU software that's tickled only by the Xfinity software. It could be a bug in the ROKU interface documentation. Each side could be looking at their software, saying "I don't see any problem here". I'm sure that they're working together to find the problem.
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