Forum Discussion

RokuAustin's avatar
RokuAustin
Community Manager
2 years ago

[SOLVED] XFINITY - Audio out of sync on Xfinity channel

We are receiving reports from users that the audio is out of sync on the XFINITY streaming channel. 

[UPDATE] [FIXED] 8.9.23

We believe this issue has now been resolved. 🎉 Please check for a system update if you're still experiencing this issue. There is a chance that this issue is not resolved for everyone. To keep things tidy, we're going to go ahead and close this thread as we believe this issue is solved for most, if not all, users. 

If you are still experiencing this issue, go ahead and start a new thread, and shoot me a PM.

We're going to mark this post as solved and lock the thread. Thanks to everyone who reported this and for your patience while we worked with the channel partner to find a resolution.

Roku Community Team

Fixed
  • f2bme's avatar
    f2bme
    Channel Surfer
    3 years ago

    Anonymous Hi, I mainly use the Xfinity app on my Roku Express device. I tried your suggestions of uninstalling and reinstalling the app and performing a restart of the device. Unfortunately, this only works temporarily until the audio/video sync issue resurfaces again. I have also tried all of the suggestions in the official Roku Support articles.  It seems that there are no permanent solutions to this problem. Is Roku still aware of and addressing it?

    • GaJoe's avatar
      GaJoe
      Channel Surfer
      3 years ago

      This is an Xfinity app issue and occurs on other streaming devices. There are tons of blogs about it and Xfinity doesn't seem to worried about getting it fixed. Other channels/apps on Roku are perfect and stay synq'd. As soon as I'm out of my current deal with Xfinity I'm moving to another service.

      • GaJoe's avatar
        GaJoe
        Channel Surfer
        3 years ago

        Update. This used to only happen on 1 Roku soundbar. I returned that and now have 3 of the 4k sticks. Pleased with the performance BUT since an update all of them now have the sync issue in the Xfinity Stream app. I have narrowed it down to it happens when live tv goes to a commercial. It then gets out of video/audio sync. Only way to restore it is to exit and go back in.

    • OneAnnoyedUser's avatar
      OneAnnoyedUser
      Newbie
      3 years ago

      This has been going on for MANY, MANY months now. Using Xfinity app on all my Roku's (Ultra, 3, 3). Having both known Xfinity issues. One were the audio/video goes out of sync. The other the volume will jump to super loud right in the middle of watching something. There are complaints all over this forum, and Xfinity forums, but NO FIXES. It is UNWATCHABLE. .. Is it time for me to throw all my Rokus in the trash?? 

      • Strega's avatar
        Strega
        Roku Guru
        3 years ago

        Keep in mind that the Xfinity app is Xfinity’s.  They probably won’t be overly concerned about what you do with someone else’s hardware.  In fact, they’ll probably be delighted if that causes you to use theirs.  You might want to hang on to your Rokus for the next time Xfinity breaks on whatever you use next. 

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi f2bme,

      Thanks for your first post in the Roku Community!

      We're sorry to hear that you've been having an issue with the audio that is out of sync with playing content on the Xfinity channel. 

      Just to verify, are you using an A/V receiver or soundbar with your TV/Roku player setup? When did this issue first start occurring?

      In Settings > Audio > Audio mode, what setting do you have selected? Does the same issue occur if you change the setting to Stereo or Auto?

      One additional suggestion we would like for you to try is you can check for a manual system update by navigating to Home > Settings > System > System update > Check now and seeing if you notice any difference.

      We would recommend trying to see if that resolves your issue. Please keep us posted.


      Best regards,
      Mary

      • Will14's avatar
        Will14
        Reel Rookie
        2 years ago

        So I just want to relate my experience, I have 2 Roku devices and I was experiencing the delay on both.  Costco had sale on a LG TV which included the Xfinity app so I bought one and guess what?, the delay occurred also when using the Xfinify app on the LG TV.  So I am thinking that the issue possibly is on the Xfinity side.