Audio sync with video with on demand

The audio is not synced with the video during playback with on demand shows. How do I fix this?

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XfinityRichard

Official Employee

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2.3K Messages

1 month ago

Hi there, @user_sb78ug Thank you for reaching out! I do apologize for the trouble you are experiencing with your sound. To resolve audio and video out-of-sync issues with Xfinity On Demand, start by checking your TV's audio settings for an Audio Sync or Audio Delay option and adjusting it and also try rebooting your TV and cable box and checking for any app updates. If the problem persists, verify your internet connection, especially if using the Xfinity Stream app, and consider adjusting audio settings on your TV and cable box.-Richard

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user_7581d0

Visitor

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4 Messages

26 days ago

I have the same problem. Audio is delayed relative to video. Ads during stream are fine. It happens on multiple devices. This seems to be a problem on the Xfinity side. Please fix!

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XfinityChelseaB

Official Employee

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1.9K Messages

Hello @user_7581d0, Thanks so much for taking a moment out of your day to leave a comment on our community forum and we would be happy to help. Please check out:

Watch Xfinity Stream app on Amazon Fire TV
Xfinity Stream app minimum system requirements
Xfinity Stream app on Xfinity TV partner devices FAQs

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24 days ago

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user_6gjsx7

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1 Message

I have the same problem. I have narrowed it down to on-demand shows from premium channels. Support has been no help in resolving this issue. I have tried all suggestions. It has nothing to do with my modem, cable box or devices, WIFI or cellular service. The sound is significantly delayed EVEN WHEN I DOWNLOAD THE SHOW TO MY DEVICES. The same show is fine when watching through the cable boxes or my computer where I am accessing the latter via a browser. One TV has a cable box (works fine), and also now has Amazon Fire TV where the Xfinity Stream app has the issue. It also has the problem on all phones and tablets. It is the Xfinity Stream App!

I first noticed this when Xfinity had a free week of premium channels such as SHOWTIME. I have MGM+ as part of my service and that also has the same issue. I was trying to watch "The Institute". All other on-demand shows from non-premium channels work just fine. Watching the MGM+ channel live also has no issues.

Please at least acknowledge that this is a known issue and is being addressed. Who wants to pay for premium channels that you can't watch on-demand?

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3 days ago

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XfinityBenjaminM

Official Employee

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2.3K Messages

user_6gjsx7 We can certainly try and do an Account Refresh to see if there is some syncing issue on the backend. We don't see this complaint too often, so it appears to be fairly isolated at the moment. If you'd like us to try and Account Refresh, please send a Direct Message with your full name and address.

Click "Sign In" if necessary
• Click the "Direct Message" 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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24 hours ago

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Xfinity Stream Website

user_sb78ug

Audio sync with video with on demand

XfinityRichard

user_7581d0

XfinityChelseaB

user_6gjsx7

XfinityBenjaminM

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