Solving playback issues

[nickgive]

always try to blame it on the service provider...

[fcox101966 · Accepted solution]

I am having ALL the same issues you all are having!  Guide won't load, out of sync picture vs. voices.  I've tried rebooting, un-installing, re-installing, everything.  I only have one Roku but, two TV's with XFinity. The only TV that's affected is the one that has Roku on it. So, I'm wondering if it is the Roku?

[RokuJanadeeK]

Hi Community Users,

We sincerely apologize for the inconvenience this has brought. This is not what we aim for.

As per a thorough investigation, this error code is specific to the Xfinity streaming app. As this error is known to them, we believe they are the best ones who could provide assistance in resolving it. Please be advised that channels, apps, or content on the Roku platform are developed and maintained by the channel providers themselves. It is best to raise this one with them and inquire further.

If you have other issues, please feel free to create a separate thread.

All the best,
Janadee

[JLill]

I think it’s been narrowed down to the Xfinity app that we install on the Roku boxes. I’ve tried the same things that you have, to no avail. And now I’ve got a newer problem where when I select a channel, say…703, it now ‘defaults’ to the same network, but the number reads 1003.  735 (ESPN) turns into 1435. My audio-sync problems still exist, but the guide not appearing issue seems to have corrected itself. For now. It’s very disappointing to me that Roku hasn’t jumped all over Xfinity about this issue. Many Roku customers are having these same problems with the Xfinity app. 

[JLill]

No, Janadee, it’s NOT the customers’ responsibility to fix these problems!  Roku, as a company, should be applying DAILY pressure on Xfinity to get these ridiculous issues fixed once and for all!  WE are the paying subscribers, plain and simple, and have been complaining about this problem for months (as evidenced on this forum). Roku needs to address the issues directly with Xfinity as they are the ones failing. Please, Roku, do the RIGHT thing by your customers and be an advocate. 

[RokuJechealR]

Hi @JLill,

Thanks for keeping us posted in the Roku Community!

It is important to keep in mind that we do not program any apps for our channel partners. They will most likely provide a variety of app bundles tailored to the platform, and the channel partner is solely responsible for managing these apps.

Because there may be some instances in which the particular channel provider demands additional information or facts on the subscribers that we do not have access to, we recommend that our customers get in touch with the channel provider directly.

Thanks for your understanding!

All the best,

Chel

[JLill]

I do understand that. What us Roku users DON’T understand is why Roku hasn’t thrown their collective corporate weight behind getting these ongoing problems resolved once and for all. Perhaps someone from Roku’s Quality Control team can bring this up with Xfinity?  From our perspective, it’s a cop-out.