Xfinity Stream on Roku Audio Video Sync Issue

@user_2c5a29​ 

Xfinity should hire you as a test engineer! Your diagnosis seems spot on.  I am beyond frustrated with this issue. Maybe they should bring back the Beta version, which worked much better. In my case, I have an indoor antenna and can pull in all the local channels. This comes in handy when I get fed up with the Xfinity out-of-sync problem. 

@user_0840ce​ Thanks, will keep pushing.

@user_0840ce​ Xfinity support people accept that this is an Xfinity-based problem.  Yes, Roku is involved but beware that Roku may decide to take the same path that the (Amazon) Fire TV people announced in May: "the 'Xfinity' app is no longer supported on Amazon Fire TV stick (2nd Gen)"

@user_2c5a29​  I'm having the same problem. At times video sync stops then resumes with speech out of sync. Also, after commercials when program goes back to live tv its totally out of sync. At times the audio gets garbled and seems to do a quick fast forward to catch up. then video/audio are in sync resumes normal till next commercial or video studder or quick freeze. Whatever you want to call it. The video does a quick stop or freeze then totally screwed up till I back out of xfinity app then return to program. Maybe its their stupid modem. I know it cant be internet speed which is supposed to be internet gigabyte or is it? Totally tired of this. I dropped their tv then streaming then back to their tv. Looking for new broadband and streaming service. 

@user_633596​  Yes same here. No problems with peacock or the NBC app through Roku . Just video/audio out of sync and short video freeze through the Xfinity app.

On the homepage I was notified of network problem, and they would be working around 1am in my area. This was last Monday and also the prior week, I think. Well anyway everything is the same.

The Same problems continue with audio/video desync.  Paying for cable but mostly watching apps on Roku because of this problem. If continues we will drop Xfinity.

@user_2c5a29​  I spoke too soon, problem is occurring again as before with audio out of sync.

@hikerpa​ yeah, mine just dropped out of sync again too after 3-4 hours of it working properly.   I’ll monitor for a bit more and update again later. [Edited: "Language"]

Hi there @hikerpa. I am sorry to hear you are having troubles with our Xfinity Stream App audio. You are in the right place and I am happy to assist you today. Have you uninstalled the Xfinity stream App and then installed it back? 

@XfinityRoberto​ we’ve done everything, uninstalled the app and reinstalled. Bought a new tv, bought a new Roku and restarted the modem and still have audio that does not tie to the video.  Will probably stop using the xfinity app and just use Hulu going forward since it seems to be an issue with the xfinity app.

Hello @user_0744f8, and thank you for reaching out about the audio issue with the Roku and our streaming app. You did do quite a bit of work replacing a lot of the equipment, but to confirm has the HDMI cable been replaced? That's where I normally start when it comes to audio not being in line with picture on any device.

Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

Hey there @user_3c9c45! I'm really sorry you're having audio sync issues. I'll 100% do my best to help you and everyone else out in the thread. What troubleshooting steps have you tried so far?

@steveschu - We can definitely review this further. Please send a private message with your full name and address.

Hi @user_7ae6ee , we can see if there are any other updates coming soon. I know that Justin commented above that we do have our dedicated Dev experts working with Roku and working towards the resolution is ongoing. There is an open ticket for this concern, with the latest update that testing will be done after the upcoming Roku 12.0 release to check if the update resolves the issues. Once we have the new information we'll be sure to share it here with steps on what to do next after their work is done. Anytime troubleshooting is done with the Xfinity App or Xfinity Assistant, it links the issues to any known issues and helps bring awareness not only if the issue is not yet detected, but will link it to any that are already in the works for the same problem.

Also, I wanted to address your concern about the store. Our retail stores help with account questions and equipment swaps in person in real time and don't perform troubleshooting on accounts that would need real-time updates with information about what the equipment in the home is doing and confirmations for the next steps. They don't take calls so that they can focus on the people in front of them 100%. Not only do we have our teams over the phone, but there's us here and our Xfinity App will go through troubleshooting steps and even schedule a technician if needed! If you have any service issues outside of the known Roku app issue, please send us a private message with your full name and address.

@user_2c5a29​ And they wonder why there loosing 200,000 users a quarter, well take a look Senior Management ! Here's a BIG Part of your Problem !

@user_9f5698 Good afternoon! Thank you for reaching out to our Community Forums Team to bring your service concerns to our attention. I can see how this would be very frustrating while you are trying to enjoy your services. I would be happy to take look on my end, and get you in the right direction for a resolution. We do have a ticketing process if troubleshooting doesn't resolve the issue. To get started, can you please send a Direct Message with your name and service address? 

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
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

This post above by Xfinity Cassie is a complete insult to every customer that has posted in this thread.  It is more proof positive of the complete ineptitude and failure of these Xfinity automated “help” forums.  Despite the detailed accurate and extensive customer postings here we get an automated response that doesn’t address a single thing.  When are we going to hear from a human being with some actionable information.  ENOUGH, get this thing fixed.  

@XfinityKassie​ there are no issues on my end. EVERY OTHER app works fine. It is the Xfinity app only. As I stayed I’ve followed all the other fixes advised by Xfinity. How about you please forward this entire thread to the CEO and see if this situation fits with whatever Xfinity’s mission statement says. 

Hello, @user_9f5698. I did want to assure you that our engineer experts are continuing to work with Roku engineer teams on the fix for the audio sync for the Xfinity Stream App. This is taking longer than anticipated, but this is in the hands of the right teams who are working together. We definitely appreciate everyone's understanding while the resolution continues to be worked on. 

Thanks for the response Justin.  Appreciate you trying your best to address what clearly is a difficult issue for those in your position. I hope that you have made it clear to the decision makers is that we’ve been experiencing the issue going back to the autumn of 2022.

@jc7025​   An article By Luke Bouma on February 28, 2023 in

Charging 20$ for Now Tv but almost same thing you get on Roku free. But do they want people paying 20$ for Now or 90$ and above streaming cable? I was told conflict could be caused by their streaming Now TV but 20$ or 90$ and above? Which do they prefer?

@user_7c741f​ I still have an issue in fact the volume fluctuation just occurred minutes ago. I have reached out to Roku and waiting for a response from them however they have not done anything since operating system  12 back in May. I also just asked Xfinity customer support for an update. A lot of us cannot post from different browsers I am actually posting for my phone right now as I am locked out from posting via Chrome or edge on an unrelated glitch which some have noted on the forum and other spots that's why I haven't been posting much lately

I'm still having the problem. Tech was here inside and changed a few cable ends to modem cable and took a booster off. Which was put in place a few yrs. back by comcast. On 8/3/23 a tech came again. He looked outside. The assistant app (or whatever you want to call it) wasn't working. Would test gateway but couldn't detect my network to test individually like pc,printers,etc. The video audio out of sync Too. Tech stated a lot of people are having problems with the XB8 modem. I tell you I returned that modem numerous times. He hooked up the XB7 modem and the assistant can detect what is on my network and do testing. The video/audio out of sync continues but not as bad. I'm not sure what I'm going to do next. I wish they would hurry up with bringing in alternative broadband.