Wi-Fi & connectivity

[AmazingOne1]

I am an Xfinity user and have been having issues while watching shows.  For instance, I watch Sport Center in the morning.  While watching all of a sudden the picture will speed (almost like someone is hitting fast forward) and will repeat that a couple of times (or more) and then go back to normal speed.  I asked Xfinity and they told me to reboot my router (actually changed routers to a newer one thinking that might help).  I have rebooted my Roku's as well (signed out and back in, unplugged and reinstalled) and I have deleted the Xfinity app and reinstalled.  Nothing seems to work and this is happening on 5 devices in various positions near and far from the router.  Anyone else experiencing this issue?  Any thoughts how to correct? Thanks in advance for the comments!!

[RokuERey]

Greetings @AmazingOne1,

Thanks for your first post in the Roku Community!

We are grateful that you brought this issue to our attention. We are interested in learning more about this situation and determining the best way to get you back on stream.

We would appreciate it if you could tell us a bit more about this behavior. When did you start seeing the issue occur? Is this happening only with certain pieces of video, or does it affect all of the content that is available on the channel?

Please provide us with more information about this so that we can hone in on it even further.

Thanks,

Rey

[AmazingOne1]

Thanks for the reply!  It happens on all my Roku devices (I have devices from the Roku stick to the Ultra).  As I mentioned, I have swapped out my router for a new one - nothing changed.  Xfinity told me to delete the Stream app (since it was in Beta for years) and reinstall.  Did that - no change.  Xfinity rep told me that it was not something they were aware of but did mention that it may have something to do with latency with Live events but I have found it to happen on taped/normal shows.  I have also encountered an additional issue when using the Stream - when surfing through channels using any Roku the channels keep moving forward and do not stop (so I am looking for channel 20 - by the time it stops in the 50's).  This is also when using the Stream app on the Roku.  This all starting happening about 6 months ago - I suffered through it before deciding to swap the router.  I am not sure what else to do at this point other than maybe move away from Comcast or try loading the Xfinity Stream app directly on the TV and see if I get the same issue.  I do not have this issue with any other app I have on my Roku (Apple, Hulu, Amazon Prime, etc.).  

[RokuJohnB]

Hi @AmazingOne1,

Thanks for keeping us posted!

We will be more than happy to look further into this issue with the Xfinity channel, but we will need more details about the issue that you're running into.

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Does this issue occur on a specific channel? If so, what channel and what version or build is it? (This can be found by selecting the channel on the Home screen and pressing the * button.)
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).
• Steps to reproduce the issue you are seeing.

Once we have this information, we can pass it along to the appropriate Roku team to investigate further.

Thanks,

John

[AmazingOne1]

Additional info:

• Roku device model, serial number, device ID, and software OS/version:  
  • Model:  3820X-STREAMING STICK
  • SERIAL NUMBER:  X01700PDK4CJ
  • DEVICE ID:  S08Y418DK4CJ
  • SOFTWARE:  12.0.0 - BUILD 4184-CU
• Does this issue occur on a specific channel? If so, what channel and what version or build is it? (This can be found by selecting the channel on the Home screen and pressing the * button.)
  • OCCURANCE:  ALWAYS SEEMED TO HAPPEN WHILE WATHCING SPORTS CENTER (CHANNEL 850).
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).
  • ID:  WILL SEND NEXT TIME IT HAPPENS
• Steps to reproduce the issue you are seeing.
  • STEPS:  I DO NOT NECCESSARILY TRY TO REPLICATE IT - I LOG OUT OF THE APP AND BACK IN AND IT USUALLY HAPPENS AGAIN.

[RokuERey]

@AmazingOne1!

Thanks for the reply!

We are grateful for the information that was supplied to us on this issue. We will make sure that the proper Roku team receives this information so that they can investigate it further.

Please don't hesitate to get back to us if you still need a hand or anything else that we can further look into.

Warm regards,

Rey

[Goldenmonkey]

I’m curious if there was a resolution to this question. I also have the same identical issue and seems to happen when watching live sports. I too have tried many of the same recommended fixes to no avail. I hope there is an answer to this or I may have to look for alternatives. 

[AmazingOne1]

No change.  I am watching the Phillies/Nationals game right now and it keeps doing it really consistently.  Getting really old and frustrating!  Thinking of either switching to another device or try using the Xfinity App on the Samsung menu to see if it is any better.  It is still only Live television it does it on and usually only sports.  Was hoping to have a resolution by now but guess it is not in the cards.  Sorry you are having the same issue.

[Goldenmonkey]

I’m watching the same game and having the same issue as well. This has been going on for a long time for me but now I’m hitting a breaking point. Thanks for confirming it’s still an open issue. 

[AmazingOne1]

Big Roku fan but if this is not fixed soon I am not sure I will be able to stick around and wait for it to get fixed.  Good luck with your decision.