Discussions

[Jimmytwosticks]

I have reported the issue to Xfinity as you have recommended and curiously they stated to get in contact with Roku support stating this is a "Roku issue, please ask support".  So unless if proof can be provided - which I have seen none - that this is an xfinity issue specifically, please do not pass off customers to another support org without a warm handoff from one org to another.  A 'good luck wish' is not appropriate.

This issue persists on multiple streambars.   The issue persist across three Roku firmware versions including the most recent as of 2/28/2025 which is 14.1.   Xfinity Stream app is 8.0 build 0.  Issue is also reported to Xfinity on thread 'roku-streambar-audio-fluctuations-70-reduction-in-volume-intermittent-short-bursts-of-loud-crackling-audio' and here is the link to it.  https://community.roku.com/t5/Discussions/Roku-Streambar-audio-fluctuations-70-reduction-in-volume-i...

All roku stream bars have been through the following and the issue persists:
Uninstall / Reinstall the Xfinity Stream app, issue persists.
Streambars have been been factory reset, issue persists.
HDMI cable replaced with known good (does alternatively provides reliable audio and video between computer and 4k monitor), issue persists.

Power supplies swapped between soundbars, issue persists.
While issue is occurring, connect to an alternate TV which is a different make and manufacturer and the issue persists.

[TravelRN515]

Same exact reduction in volume on my streambar and I have Spectrum and I dont think it is Xfinity or any other service.  I dont think they know what the heck is causing it.

[TravelRN515]

EXACT same issue on my streambar and I have Spectrum internet.  I bought the ROKU ULTRA 2004   talk about reduced volume.  I have to turn my tv speakers up to 65 just to hear it.  I tried to hook it up to my new soundbar with no luck, so I bought a different one.  Finally got it to work.  I am going Apple on my bigger tv in the living room.  This is a Samsung 55" which is a problem in itself.....no more Samsung for me, and maybe no more Roke either, we shall see.  Good luck to ya

[Jimmytwosticks]

To be clear, the issue discussed here appears to be limited to the Xfinity Stream app specifically and Roku stream bars.  Not to muddy the waters, what apps specifically do you notice a significant volume drop in as well as high volume pops and clicks in after 20-30 min of usage requiring resolution by exiting to the Home Screen and relaunching the app?

[Jimmytwosticks]

@RokuHaz-M  remove this as a solution.  This is not a solution.

[Jimmytwosticks]

Ticket 11280441 currently open to Roku support to solve.

When using the Xfinity Stream app, audio fluctuations are experienced after 20-30 minutes of viewing.  There is a click or snap in the audio stream followed by an ~70% reduction in volume with sparse intermittent pops of expected volume.  This video is an example of the reduced volume with snaps and pops.  [roku support deleted]

This is a pervasive issue that has been reproduced on three different Roku Streambars at three bespoke locations.  Issue exists on Roku Streambar only.  Streaming sticks have been used with the same TVs and networks and no issues discovered.   The issue is resolved by closing the Xfinity stream app, returning to the Roku home screen, and launching the Xfinity Stream app again.  Audio fluctuations appear again within 20-30 minutes of viewing.  Please escalate this ticket to the product development team

  This issue has been discussed in Roku and xfinity forums, specifically here: [roku support deleted] .  Roku support and @RokuHaz-M has closed this previous case without providing a solution https://community.roku.com/t5/Discussions/Roku-Streambar-audio-fluctuations-70-reduction-in-volume-i...

[Jimmytwosticks]

To answer the next incoming questions from support:

To answer your questions

• When did you first notice this happening? - I first noticed this November 2024 at the installation of my first Roku Streambar.   This issue appears to be first reported to be prevalent on both Reddit and Xfinity forums in November 2022.  A link to those forum posts here: https://forums.xfinity.com/conversations/xfinity-stream-website/fluctuating-volume/637abdbdbff9a5603...
  
  
• Is it happening on other channels or just on the Xfinity Stream App? - This issue is confirmed on Roku Streambar and can be easily replicated.  The issue is specific only to the Xfinity stream app.  I cannot replicate this issue with the Xfinity Stream App on a Roku Stream Stick or Stream Stick Ultra.
  
  
  
• What have you tried so far to fix it?  Factory Reset, Software Update, Restart device, restart app.  A workaround is available, but is suboptimal.  Press home button, relaunch app,  open the guide, find channel, click watch.  This workaround works for about 30 minutes.   Then the audio stream degrades.
  
  
• Does uninstalling / reinstalling the app to fix it?  I've completed the app removal / reinstall as requested and issues persist.

I have reported the issue to Xfinity as you have recommended and curiously they stated to get in contact with Roku support stating this is a "Roku issue, please ask support".  So unless if proof can be provided - which I have seen none - that this is an xfinity issue specifically, please do not pass off customers to another support org without a warm handoff from one org to another.  A 'good luck wish' is not appropriate.

This issue persists on multiple streambars.   The issue persist across three Roku firmware versions including the most recent as of 2/28/2025 which is 14.1.   Xfinity Stream app is 8.0 build 0.  Issue is also reported to Xfinity on thread 'roku-streambar-audio-fluctuations-70-reduction-in-volume-intermittent-short-bursts-of-loud-crackling-audio' and here is the link to it.  https://community.roku.com/t5/Discussions/Roku-Streambar-audio-fluctuations-70-reduction-in-volume-i...

All roku stream bars have been through the following and the issue persists:
Uninstall / Reinstall the Xfinity Stream app, issue persists.
Streambars have been been factory reset, issue persists.
HDMI cable replaced with known good (does alternatively provides reliable audio and video between computer and 4k monitor), issue persists.

Power supplies swapped between soundbars, issue persists.
While issue is occurring, connect to an alternate TV which is a different make and manufacturer and the issue persists.

[RokuEmmanuel-D]

Thanks for flagging this, @Jimmytwosticks!

It looks like you're having trouble with the audio quality on your Roku Streambar while using the Xfinity app, and we’re ready to help you figure this out. 

To help us investigate further, could you please share the details below?

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (Press the Home button five times, followed by the Back button five times)
• App build version (Highlight the app from the Home Screen and press the Star * Button)

We are eager to resolve this quickly. Please get back to us!

Roku Community Team

[RokuHaz-M · Accepted solution]

Hey everyone!
We understand that some of you are experiencing issues with Xfinity Stream and have already completed the troubleshooting steps. We appreciate your efforts. To help us figure this out, could you share the info below?

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (Press the Home button five times, followed by the Back button five times)
• App build version (Highlight the app from the Home Screen and press the Star * Button)

Note: I will mark this as a solution for the visibility of this post. 

Looking forward to your prompt response!

Roku Community Team

[Jimmytwosticks]

The same issue persists on three different Roke streambars, three different TVs, three different locations.   For simplicity, I will troubleshoot a single device.   The information for that single device is below:

Model: 9102RW Roku Streambar
Software: 14.1
Device ID B113DF557984
Issue Tracker ID 84-100-664
Xfinity Steam App Version 8.1 build 1