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user_574416
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Visitor

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2 Messages

Saturday, October 23rd, 2021 6:42 AM

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Audio and video out of sync

Several almost all of our recordings the audio and video are out of sync. Seems to be getting worse. 

Question

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Updated 

3 years ago

422

8

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XfinityJeniece

Official Employee

 • 

2.6K Messages

3 years ago

Hey there, @user_574416, thanks for reaching out through Xfinity Forums regarding your audio and video issues on your recordings! I can definitely see how that would be frustrating! We would be happy to help with troubleshooting! 

 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

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user_574416

Visitor

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2 Messages

2321 Ashford Ct Antioch ca

Terri Griffin 

3 years ago

0

CCJoseph

Problem Solver

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729 Messages

Terri, let me first let you know that you shouldn't post personal details in the open forums, we would hate for something to happen. If you don't mind, can you delete the message and send it again in a private message? 

I no longer work for Comcast.

3 years ago

0

user_e3b13f

Visitor

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12 Messages

3 years ago

0

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Redwings55

Regular Visitor

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16 Messages

3 years ago

Same issue. Any fixes yet???

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user_fbfcf9

Visitor

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9 Messages

3 years ago

Same thing here. Record 3 shows one after the other, 2 are fine and the 3rd is messed up. 

With the huge amount of complaints you are getting maybe it is time to actually do something about this issue rather than have the same reply to questions generated by the website. 

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user_1ad76b

Visitor

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1 Message

3 years ago

I have the same experience.   I thought it was my tv, but now believe it’s an issue with the xfinity signal quality!  The customer support person said it’s a minority of the issues seen, less than 1 percent!   So what’s the issue.   Is weird because it seems to happen at the evening hours, in the morning it’s fine!  Ughhh.  I’m ready to get rid of Xfinity!   Last ditch effort is to replace the wireless box and see if that fixes the problem.

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user_f42085

Visitor

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1 Message

3 years ago

This is a major irritation. It also happens on many live broadcasts. If I restart the box if fixes the problem but then it comes back after a short time. I have spent hours talking to tech support and had the issue elevated to a higher level of support but never heard back from them. Seeing that restart helped for a short period, I deduced that the problem was the X1 box. So, with the encouragement of the tech on the call I returned the box...twice. Same problem!! I have not seen this on the small units only on the main box. Surely this can be fixed?

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CCZachary1

Problem Solver

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672 Messages

@user_f42085 I understand that you are seeing the same reported issue and had a ticket escalated. I would like to take a look at your account and the ticket that was submitted.

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

 

To send a Private message to Xfinity Support from any Forum page:

Click "Sign In" if that prompt is visible

• Click the "Direct Messaging" 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.

3 years ago

0

scnuke

Visitor

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2 Messages

3 years ago

Other than asking for a DM, does anyone from Xfinity ever acknowledge that there is a system wide problem with the X1 boxes and signal? I have the same issue, sometimes with broadcast program, sometimes commercials, sometimes DVR. New box, new cables, etc. You want us to do all the work but never offer a real fix. 

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XfinityJessicaA

Official Employee

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330 Messages

Hello @scnuke We appreciate you taking the time to reach out to us today. I know ongoing video issues are frustrating and we always try to get them resolved as quickly as possible. If there is an ongoing issue, your account should show a service interruption when you sign into the Xfinity website or app. Besides that, due to the various different issues occurring and some basic troubleshooting like restarting equipment, it would be necessary to access your account. Once we have your account pulled up, we can send signals specific for your connection issue and get a tech out if necessary. 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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

3 years ago

0

durangogirl

New Poster

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2 Messages

3 years ago

I am also having this issue and it has gone beyond a reasonable time to fix it given what I am paying for cable every month. I thought it might be the cable box because the problem started when I had to switch it out, but quickly found that the new box didn't fix it.   I have found a quicker fix than restarting the box is to just turn it off and then back on again. Works for now, but really don't want to think this is permanent! Do you have an estimate of when this will be fixed?

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CCChristopher

Problem Solver

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577 Messages

@durangogirl Hello and thank you for reaching out over our Xfinity Community Forum. I am so sorry to hear that you are still experiencing these awful service issues, with seemingly no end in sight. I would be more than happy to help in getting this resolved once and for all! To continue, could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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. 

3 years ago

0

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