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T_Johnson5060
1st Topic
1st Kudo

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1 Message

Fri, Jul 16, 2021 8:26 AM

MasterChef: Legends (OnDemand/Streaming Website) AUDIO/VOICES ISSUE

I am an avid MasterChef viewer, love watching it on my laptop on the Streaming Site every morning the day after it airs. However, this season, I have encountered an issue with the audio. I can clearly hear the background music & classic MC sound effects, however there is little to no vocal audio (when voices are heard they are muffled to the point they are unintelligible). Just curious if anyone else has run into this issue streaming online or if it's just me? Thanks in advance :) 

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Updated 

1 m ago

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XfinityAbbie

Official Employee

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456 Messages

2 m ago

@T_Johnson5060 Hello and thank you for taking the time to reach out and let us know this is an issue for you. How frustrating! I would like to look further into this for you. To verify, you said you are using the stream app. Do you have a TV box you can use to watch it to see if it is an issue there? Also, are you noticing this issue for any other content, or only MasterChef? 

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Seeker0fTruth

Visitor

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4 Messages

@XfinityAbbie

I also have this issue.  I am watching online on my computer, not an app, but no, I cannot access a television to see if it is there as well.   

It affects episode 7 and episode 3 for sure.  It does not affect episodes 4, 5, or 6.  

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2 m ago

0

XfinityKorie

Official Employee

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350 Messages

Hello there, @Seeker0fTruth. Sorry to hear you are also having this issue. I'd love to help and dig further into it for you. Do you mind sending me a PM with your name and address? It may be a backend issues, but we would still like to link this with your account. Look forward to hearing from you! 

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

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Seeker0fTruth

Visitor

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4 Messages

@XfinityKorie  I'd love to send you a PM, but I can't figure out how.  It seems the only way to message someone is by going to the speech bubble in the right corner and then typing in the user, right?  When I type in "XfinityKorie" there are no users.  Any suggestions?  Perhaps there's someway to do that from your profile, but I cannot see anything that would seem to do that?

(edited)

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2 m ago

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XfinityGabby

Official Employee

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145 Messages

That's a great question @Seeker0fTruth. Please send us a Direct Message by following the steps below: 

 

• Click "Sign In" if necessary

• Click the "Peer to peer chat" 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.
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

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2 m ago

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Seeker0fTruth

Visitor

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4 Messages

@XfinityGabby I've messaged "xfinity Support".  It seems *REALLY* odd to me that I'm supposed to be Direct messaging someone that is labeled as a visitor, not someone who is an official employee like you.  You guys REALLY need to do more QA - user interface is BAD, guys.  Like, really, really, really bad.  I literally do QA and....this could be improved SO MUCH.  

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1 m ago

user_89a657

Visitor

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1 Message

2 m ago

I too am watching on a stream, because it is far more convenient. Unfortunately, all stream quality is essentially 720p on my 120hz refresh monitor. Plz help. I have been 12 year consumer and am finally considering following the trend 'wards cutting the cord

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XfinityValerie

Official Employee

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180 Messages

Hey there, @user_89a657, thank you for sharing your experience with us on our Xfinity Forums. We definitely do not want to lose you as a valued customer especially due technical issues I am confident we can fix. To confirm, your issue with the the picture quality? Are you also experiencing an issue with the sound? Is the issue only with MasterChef program?

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

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2 m ago

0

Seeker0fTruth

Visitor

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4 Messages

2 m ago

This is occurring for me too.  It's QUITE annoying.  I have tried to contact customer service multiple times about this.  The first time I managed to get through to an actual human and they kept insisting it was a connection issue which.....lol....no.  That's not how this works.  It's an AUDIO TRACK ISSUE.  There is probably a vocal track and an incidental/background music track and for some reason that one is turned way up while the vocal track is not heard.  This is not the case on all episodes - for example, I was able to watch episode 6 of the most recent season just fine, but episode 7, episode 3....nope.  

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