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JimmyO's avatar
JimmyO
Streaming Star
3 years ago

Known issue with Xfinity Stream App / Roku external devices OS 11.5 Build 4312

Just wanted to make the community aware of an issue with the Comcast Xfinity Stream app and Roku external devices.  Users started reporting an audio issue to Xfinity TV support in late October 2022.  Basically, the sound will generally become very loud and distorted or alternatively very low.  Exiting the Stream app and re-entering it clears the audio issue.  The issue is not seen for me in any other apps on Roku including Netflix, Amazon Prime, etc. 

I see the issue on a Roku streamer Wifi, Roku 4802R (ethernet), and a Roku stream bar 9102R (ethernet via USB 2.0 port dongle).  All are running Roku OS 11.5.  Streambar sees the issue about 3-4 times per day.  It is at Build 4312-95.  The problem appears to have started after the Xfinity Stream app update in late October.  

Here is the support thread on Xfinity forums:

‎Stream App volume fluctuations  (low to really loud) | Xfinity Community Forum

I'm posting this here in the hopes that Roku engineering can help Xfinity support determine the root cause and a resolution.  

JimmyO

app playback

93 Replies

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  • Jwfritz's avatar
    Jwfritz
    Newbie
    2 years ago

    This is absolutely BS, this has been going on since October,  xfinity and roku should be ashamed of this poor product, its seems obvious that the commercials are causing the lags, it's time to seek different providers,  good bye xfinity and roku, hello sling and hulu!!!!

  • 1AnnoyedUser's avatar
    1AnnoyedUser
    Newbie
    2 years ago

    I gave up. Although it appears the issue is from the Xfinity App because it was the only app that the problem, I got tired of waiting out the 'blame game' between Roku and Xfinity. ... I sold all 4 of my Rokus and replaced them all with 4k Fire Sticks and the issue is gone. ... The Xfinity App runs great on the Fire Sticks. ... Sorry Roku.

    • vadeltachi's avatar
      vadeltachi
      Streaming Star
      2 years ago

      I will follow you and do the same. As a plus, I can get sound through my Echo speakers using Amazon sticks, too. 

      • SmokeyDaBear64's avatar
        SmokeyDaBear64
        Reel Rookie
        2 years ago

        My workaround is a Xfinity cable box. It works so much better. It’s 10$ a month, but it’s worth not having the frustration. The user interface is much better as well  I HATE having to give them another 10$ a month but IT WORKS!!

  • JimmyO's avatar
    JimmyO
    Streaming Star
    3 years ago

    I just checked my Xfinity email and looks like Comcast has a fix in the works and a planned update to the Xfinity Stream app around 1/3/23:

    From Xfinity Support:

    Hello, Jim! Thanks for reaching out to us on the Xfinity Forums. I hope you are doing well! I was able to pull the account up and see you have been with us since 2016 at this location. I want to take a moment and thank you for this continued loyalty! I apologize to hear that you are having issues with the audio on your Roku devices when it comes to the Xfinity stream app. It looks like we have been working on a fix for this issue which should be coming out in the next update to the streaming app. If I read the notes right, this might be around 1/3 but is always subject to change. Would you like us to follow up with you around that time to see if the new update was released and fixed the issue?

     

    I'll respond back after testing the "update" in January 2023.....

    JimmyO

     

    • JimmyO's avatar
      JimmyO
      Streaming Star
      3 years ago

      Received feedback Xfinity is still performing QA testing for a new version of app.  New version now due some time later in January.

      • Hoops's avatar
        Hoops
        Reel Rookie
        3 years ago

        I too have been having audio problems with the Xfinity Streaming app since early October.   I am working directly with their ECare team.

        There is an Xfinity national support ticket for this issue.   The number is  ESL04399994.

    • euphoria's avatar
      euphoria
      Reel Rookie
      3 years ago

      My roku was still doing it up to 4/1 /23 .....Okay its an xfinity problem because their getting worse and worse so I got rid of them finally for good.. have had enough stress from them for yrs

  • warneke7's avatar
    warneke7
    Reel Rookie
    3 years ago

    This has been happening to me for months now.

     

    XFinity Stream app version 6.10.0

    Roku Streambar Pro 9101R2 Software version 11.5.0 build 4312-95

    • MattBoston's avatar
      MattBoston
      Reel Rookie
      3 years ago

      I’ve been noticing this issue for more than a year. I figured it was the app since changing channels will fix it. Happens on a few different channels we watch. 
      we changed the TV yesterday and noticed it this AM. 

      The sound drops out or occasionally becomes much louder.


      SN YF001P266669
      SW 11.5.0 build 6040-55
      Device ID CT3881266669

      XFinity App 6.11.0

      • RokuDanny-R's avatar
        RokuDanny-R
        Retired Moderator
        3 years ago

        Hi Community users,

        Thanks for posting in the Roku Community regarding playback with the Xfinity channel.

        Try removing the channel from the Roku home screen by navigating to the channel tile, pressing the * key on your remote and choosing 'Remove channel'. Then restart your device from Settings>System>System restart. Once your player starts up again, add the channel back once more. Does this clear up the issue you are seeing?

        If the issue remains unresolved, I'd recommend reaching out to channel provider directly to report the issue and request additional support. Many channels on the Roku platform are developed and maintained by the channel provider directly, and they'll be able to best assist. If other channels are working correctly, and you only experience this issue on the Xfinity channel (app), that is likely an indication that the issue lies within that particular channel. In these cases, the channel provider will need to investigate the issue in order to help resolve it.

        Please keep us posted what you find out and we will be more than happy to continue working alongside the channel provider to resolve the issue.

         

        Thanks,
        Danny

  • rogihead's avatar
    rogihead
    Newbie
    3 years ago

    Any update on this?  This has been going on for quite some time and now I am getting API failure errors on one of my roku devices.  Makes it impossible to watch things on the TV because then I cannot switch channels AND the volume is either WAY TOO LOUD, Good, or way too low. 

    • libtard's avatar
      libtard
      Binge Watcher
      3 years ago

      Sadly no! I just private message Danny who is an Roku employee also on this thread for an update. We'll see.

      • RokuDanny-R's avatar
        RokuDanny-R
        Retired Moderator
        3 years ago

        Hello Community users,

        Thanks for the posts regarding what you are experiencing with the Xfinity Stream channel.

        As previously mentioned, for more information about that channel's features and functionality, you'll want to contact the channel provider support directly to inquire further. Many channels on Roku are developed and maintained by the channel provider themselves. 

        In the meantime, I have passed along your concerns to the appropriate Roku team to work with the channel provider to investigate the cause of the issue. If more information is available, I'll be sure to post an update in this thread.


        Thanks,
        Danny

  • OneAnnoyedUser's avatar
    OneAnnoyedUser
    Newbie
    3 years ago

    It's now May 13th and the issue STILL exists. All 3 of our Rokus have audio/video sync issues, and the volume issue ... Time to throw all my Rokus into the trash!!  

    • SmokeyDaBear64's avatar
      SmokeyDaBear64
      Reel Rookie
      3 years ago

      I have been fighting this issue since January. THE STREAM APP WORKS FINE on the Samsung smart tv. I thought it was a comcast issue but after it working natively on the tv I don’t know. When I called to cancel comcast because of the issue, the gal told me she had several Rokus that worked fine. I am beginning to think the issue IS THE ROKU. 

      • ljpokas's avatar
        ljpokas
        Reel Rookie
        3 years ago

        I always thought it was an Xfinity app issue. Suffered through this since last October on multiple different TVs. I do was ready to cancel. I was also told we could only use Xfinity Stream with Roku. By chance I decided to switch my TV to a fire stick.  I have been streaming Xfinity on it for six weeks now with not a single erratic sound issue.