New Poster
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3 Messages
Fire tv streaming
I
am having a repeatable audio problem with the Xfinity Stream app on my Amazon Fire Stick.
My setup:
• Fire TV Stick software: 8.16.0.4121
• Xfinity Stream app is current
• Connected to my in-home Xfinity Wi-Fi in Highland Park, Illinois
• Fire Stick Device Location is correctly set to Highland Park, IL
Problem:
CNN and MSNBC play normally. When a commercial break occurs, the picture returns normally after the commercial, but the sound disappears completely. The picture continues normally.
Changing to another channel and then returning to CNN or MSNBC immediately restores the sound.
I have already:
• Restarted the Fire Stick
• Changed the Fire Stick audio setting to PCM
• Tested other audio settings
• Confirmed the Fire Stick location is Highland Park, Illinois
• Confirmed the problem occurs in the Xfinity Stream app
This does not appear to be an internet or TV audio problem because the video continues normally and changing channels immediately restores the sound.
I understand similar Fire Stick/Xfinity Stream audio-drop problems have been reported by other customers. Please escalate this specific case to the Xfinity Stream app engineering team and let me know whether there is a known issue or expected app update that will correct it.
I also have a separate Xfinity Stream location-verification problem with certain channels, even though the Fire Stick location is correctly set to Highland Park, Illinois.
XfinityChelseaB
Official Employee
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2.7K Messages
29 days ago
Hello @areinberg, Thanks so much for taking a moment out of your day to leave a post on our community forum, and we would be happy to help. I will need to pull up your account to investigate this further. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. Click "Sign In" (If necessary). Click the "Direct Messaging" Icon. Click the "Start New Conversation" (pencil and paper) icon. In the “To:” line, type "Xfinity Support". As you type, a drop-down list will appear. Select "Xfinity Support" from that list. An "Xfinity Support" graphic will replace the "To:" line. Type your message in the text area near the bottom of the window. Press Enter to send it. How to: Direct Message Within The Forum.
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user_yoamcy
Visitor
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1 Message
3 hours ago
I am having the same audio issue using the Xfinity streaming anpp on an Firestick- after every commercial break the channel I am on loses volume. I change the channel- get volume back and then change back to the channel I was watching.
is there a fix/update for this. I tried all the suggested fixes.
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rightfooted
Expert
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1.5K Messages
2 hours ago
I was recently out of town, and used the Xfinity Stream app to watch TV GO on my Firestick at the rental. I had the same problem. The only way I could temporarily resolve the issue was to open the mini guide when a commercial was on, switched to a different channel, then went back to the channel I was watching. Just mentioning this if it might somehow offer a clue as to why this happens.
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