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Kb23723
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8 Messages

Friday, April 28th, 2023 1:19 AM

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Sound issues with app on Roku

For a long time now I am getting intermittent sound quality issues within the Xfinity streaming app on Roku. A great number of customers are having this issue...PLEASE FIX IT!

Question

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Updated 

1 year ago

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XfinityDilary

Official Employee

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1.8K Messages

2 years ago

Thanks for reaching out to our Community Forums for assistance @Kb23723! What troubleshooting steps have you taken so far? Did you try rebooting the modem manually or through the App? This can help refresh the network connection overall and the Roku signal. You can also try restarting the Roku device. If you haven't tried this, would you mind doing it now? Let me know if you see any changes or improvements. Thanks. 

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Kb23723

New Poster

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8 Messages

@XfinityDilary​ I have done everything, even removed and reinstall the Xfinity Stream app...nothing is stopping this issue. 

2 years ago

CCJimmy

Problem Solver

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492 Messages

@Kb23723 We will be happy to take a further look into things. Can you please send our team a direct message with your full name and full address? We are here to help.


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

I no longer work for Comcast.

2 years ago

0

AP99

New Poster

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11 Messages

2 years ago

This has been going on for months.  Its not ROKU OS specific as this was occuring in 11.5 and still in 12.  This happens on all my TCL TV's  What happens is the video pauses for a sec or two during a commercial, and only during commercials does this problem START to occur.  I have to leave the channel and go back in to correct it.  Sometimes, if I wait it out, it will resync after 5-10min, but it quickly reoccurs during a commercial.

Most recently I deleted the app, power cycled my Roku, reinstalled the app, power cycled the Roku again.  Still the same problem.  Its not an internet performance issues, I have a stable connection from comcast and all my TV's are wired in vs using Wifi.

Xfinity, with the amount of people complaining, can we get a better date for a fix?

(edited)

8

CCXavier

Official Employee

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695 Messages

Have you done any troubleshooting with our Xfinity App?

I no longer work for Comcast.

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

2 years ago

0

AP99

New Poster

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11 Messages

I have done troubleshooting.  Did you read my post as to what I have already tried?  what additional steps would you like me to try besides uninstalling the app and reinstalling it again?

I have a stable connection and this occurs no matter if the TV's are on Wifi or hardwired with an ethernet cable.  Its pretty constant, on a daily and hourly basis.  This only happens with the Xfinity Stream app and we have no issues using other apps like Hulu or Netflix.

2 years ago

0

XfinitySara

Official Employee

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1.3K Messages

Thank you for the troubleshooting steps you've already tried, @AP99! To clarify, based on the post you've commented on, you're experiencing audio issues with the Xfinity Stream App on Roku? May I ask if you've noticed a pattern or particular channel(s)/On Demand content this occurs on? Or are you experiencing the intermittent sound quality on everything you attempt to stream through the app?

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

2 years ago

0

AP99

New Poster

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11 Messages

We dont do ondemand so its all normal channel watching.  Its occurs when a commercial is happening and never during a show.  So what happens is, commercial starts, sound and video are in sync.... Video pauses a few seconds while sound keeps on going.  this in turn puts the sound/video out of sync, and stays out of sync when the show returns.  Our only way to fix this is to exit the channel and go back to the guide and then go back into the channel.  Then, after a few commercial cycles, this whole out of sync problem reoccurs again.  Its a daily, and sometimes hourly issue.  VERY frustrating to say the least.

2 years ago

0

XfinitySara

Official Employee

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1.3K Messages

@AP99 - Thank you for those details! It sounds frustrating for sure, and I definitely want to help however I can. Is this occurring on every channel you select?

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

2 years ago

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user_81ac38

Visitor

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2 Messages

2 years ago

After many months of frustration and audio sync problems. I found this today and so far it has worked. Please follow these directions.

(edited)

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user_17bc98

Visitor

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4 Messages

1 year ago

Still a problem… remember when the app worked fine in beta… I do. 

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user_a58945

Visitor

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1 Message

1 year ago

+1 to this problem. Sound quality while streaming broadcasts via Xfinity Stream on Roku deteriorates over time. It becomes static noise with flashes of loud audio. Only correction is to exit out of current stream, and re-select. No other apps on Roku have this issue. This is not an internet connection issue.

This is an Xfinity issue. This is not a Roku issue. This is an issue with Xfinity Stream app codebase. Please raise this to the Product Team responsible for Xfinity Stream app on Roku to debug.

1

CCAbbie

Problem Solver

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1.4K Messages

@user_a58945 Thank you for your input. If you would like us to look specifically into your issue with the app, please create your own post detailing the issues, and we'd be happy to assist further. 

I no longer work for Comcast.

1 year ago

0

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