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vadeltachi
Streaming Star

Re: [0S 12.0] Audio out of sync on Xfinity stream channels -- STILL exists with distorted audio.

The problem persists under the same circumstances-- distorted or changed volume when commercials are injected into the stream.

It's occurring every day.

This despite several recent roku software updates.  

This is the most recent instance issue tracker:

SbISweFBSpGT1vZnQqQM7Q.jpg

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RokuJohnB
Community Moderator
Community Moderator

Re: [0S 12.0] Audio out of sync on Xfinity stream channels -- STILL exists with distorted audio.

Hi @community users,

Thank you for keeping us updated!
We'd like to gather more information. Would you please let us know what software version your Roku currently has? In the meantime, please try to update the Roku software by going to settings, system, system update, and check now.

We'll wait for your response.

Best regards,

John

John
Roku Community Moderator
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vadeltachi
Streaming Star

Re: [0S 12.0] Audio out of sync on Xfinity stream channels -- STILL exists with distorted audio.

@RokuJohnB  I update the software manually every day -- the latest is installed as indicated in the image.

It's attached again here in the event you didn't see it the first time.

I will remind you that this issue has remained unresolved for more than one year. ONE YEAR.

SbISweFBSpGT1vZnQqQM7Q.jpg

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RokuJohnB
Community Moderator
Community Moderator

Re: [0S 12.0] Audio out of sync on Xfinity stream channels -- STILL exists with distorted audio.

Hi @vadeltachi,

Thank you for the quick response!

Please be aware that we have passed along your information to the appropriate Roku team to further investigate this issue.

In the meantime, your patience and understanding are much appreciated.

Best regards,

John

John
Roku Community Moderator
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vadeltachi
Streaming Star

Re: [0S 12.0] Audio out of sync on Xfinity stream channels -- STILL exists with distorted audio.

Once again, the problem is continuing and on injection of commercials.

Two instances tonight within an hour.  First the volume went silent during the commercial and during a subsequent commercial it decreased to a lower level.

Only resolution is to exit and restart the app.

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vadeltachi
Streaming Star

Re: [0S 12.0] Audio out of sync on Xfinity stream channels -- STILL exists with distorted audio.

The issue is still persistent and has not been repaired despite yet another software update. 

When is this issue giong to be fixed @RokuJohnB ?

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RokuJechealR
Community Moderator
Community Moderator

Re: [0S 12.0] Audio out of sync on Xfinity stream channels -- STILL exists with distorted audio.

Hi @vadeltachi,

Thanks for following up with us here in the Roku Community!

We are doing our best to get back to you as soon as possible. As of the moment, our team is still investigating this issue. We'll be sure to update you on this thread once feedback is available.

Your patience and understanding are greatly appreciated.

All the best,

Chel

Jecheal R.
Roku Community Moderator
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vadeltachi
Streaming Star

Re: [0S 12.0] Audio out of sync on Xfinity stream channels -- STILL exists with distorted audio.

The problem STILL exists and has NOT been fixed.

In fact, it's worsened with garbled audio and distortion happening more often.

When do you, @RokuJechealR , plan to resolve this LONG-OUTSTANDING issue?

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RokuTakashi
Community Moderator
Community Moderator

Re: [0S 12.0] Audio out of sync on Xfinity stream channels -- STILL exists with distorted audio.

Hi, @vadeltachi

Thanks for keeping us updated regarding this issue.

We'll forward this to the appropriate Roku team who'll further look into this issue. We also appreciate you for bringing this to our attention, and your patience and understanding would be much appreciated as we work on this.

All the best,
Kash

Takashi O.
Roku Community Moderator
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vadeltachi
Streaming Star

Re: [0S 12.0] Audio out of sync on Xfinity stream channels -- STILL exists with distorted audio.

@RokuTakashi Please stop with the platitudes.

You have, repeatedly, promised a repair for nearly 15 MONTHS. MANY of your customers have reported the exact same issue.

Nothing has been repaired!

Asking for patience and understanding is unprofessional, rude, and disrespectful.

We have had enough and want a refund on this defective Roku product.

If you cannot provide either a new Roku device or a full refund, to whom do we address our demand? 

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