Anonymous Hi, I mainly use the Xfinity app on my Roku Express device. I tried your suggestions of uninstalling and reinstalling the app and performing a restart of the device. Unfortunately, this only works temporarily until the audio/video sync issue resurfaces again. I have also tried all of the suggestions in the official Roku Support articles. It seems that there are no permanent solutions to this problem. Is Roku still aware of and addressing it?
This is an Xfinity app issue and occurs on other streaming devices. There are tons of blogs about it and Xfinity doesn't seem to worried about getting it fixed. Other channels/apps on Roku are perfect and stay synq'd. As soon as I'm out of my current deal with Xfinity I'm moving to another service.
Update. This used to only happen on 1 Roku soundbar. I returned that and now have 3 of the 4k sticks. Pleased with the performance BUT since an update all of them now have the sync issue in the Xfinity Stream app. I have narrowed it down to it happens when live tv goes to a commercial. It then gets out of video/audio sync. Only way to restore it is to exit and go back in.
I noticed an occasional stutter in the video and the audio does not. This appears to be the moment it goes out of sync. The more it happens the further out of sync it gets. To reset you have to back out of the channel and reselect it. Happens multiple times per hour. This is an app specific issue the developer must fix. Good luck with that since they are probably associated with Comcast. They probably think we are just lucky enough not to have to use their equipment regardless of it's performance.
Hi GaJoe,
Thanks for the posts regarding the issue you are experiencing with the Xfinity Stream channel.
if you are still experiencing an issue with the Xfinity Stream channel, the sound is out of sync. Please help us with the required details from my previous post so we can send additional information for the investigation to our engineering team, and once more information is available I'll be sure to let the Community know.
We're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.
Best regards,
Mary
xfinity has a monopoly on cable, thanks to Congress of the USA.
This has been going on for MANY, MANY months now. Using Xfinity app on all my Roku's (Ultra, 3, 3). Having both known Xfinity issues. One were the audio/video goes out of sync. The other the volume will jump to super loud right in the middle of watching something. There are complaints all over this forum, and Xfinity forums, but NO FIXES. It is UNWATCHABLE. .. Is it time for me to throw all my Rokus in the trash??
Keep in mind that the Xfinity app is Xfinity’s. They probably won’t be overly concerned about what you do with someone else’s hardware. In fact, they’ll probably be delighted if that causes you to use theirs. You might want to hang on to your Rokus for the next time Xfinity breaks on whatever you use next.
Xfinity has pointed the finger back at Roku.... I recently added to an existing Xfinity post about this.
Hi f2bme,
Thanks for your first post in the Roku Community!
We're sorry to hear that you've been having an issue with the audio that is out of sync with playing content on the Xfinity channel.
Just to verify, are you using an A/V receiver or soundbar with your TV/Roku player setup? When did this issue first start occurring?
In Settings > Audio > Audio mode, what setting do you have selected? Does the same issue occur if you change the setting to Stereo or Auto?
One additional suggestion we would like for you to try is you can check for a manual system update by navigating to Home > Settings > System > System update > Check now and seeing if you notice any difference.
We would recommend trying to see if that resolves your issue. Please keep us posted.
Best regards,
Mary
So I just want to relate my experience, I have 2 Roku devices and I was experiencing the delay on both. Costco had sale on a LG TV which included the Xfinity app so I bought one and guess what?, the delay occurred also when using the Xfinify app on the LG TV. So I am thinking that the issue possibly is on the Xfinity side.
Unless the LG software shares a codebase with the Roku app 🙂
RokuMary-F Thank you for your reply. My replies to your questions/suggestions are as follows.
Are you using an A/V receiver or soundbar with your TV/Roku player setup? No, I am not.
When did this issue first start occurring? About 3 or 4 days after initially setting up the device.
In Settings > Audio > Audio mode, what setting do you have selected? Both Digital Output Format and Preferred Streaming Format are set to "Auto".
Does the same issue occur if you change the setting to Stereo or Auto? I haven't tried setting the mode to Stereo. I will try that to see if it resolves the issue.
Check for a manual system update. No updates available. Current Software ver: 12.0.0, Build: 4178.
Thanks!
Hi f2bme,
Thanks for following up.
If you are still experiencing an issue with Xfinity that the sound is out of sync, can you please specify the issue you are experiencing? Please provide us with the following information:
Once we have this information, we will be able to investigate the issue further. We look forward to hearing back your response and helping us look into the issue.
Best regards,
Mary
This does not solve the problem, I too have experienced the same issues and have tried all of the suggestions you have provided with no resolution. This all started with your May 2023 software version release which needs to be rescinded until an update to correct all of the problems we are experiencing with this latest version of software can be released.
Xfinity Stream audio extremely unstable. Goes from normal to nothing or loud & garbled.
Model# 3810RW
SW version 11.5.0 build 4312-50
In the Xfinity Stream app version 6.11 build 0 the sound fluctuates from nothing or loud & garbled. I have various Roku stick models throughout the house and it does it on all and on every channel in the app. If I go to Last Watched and select any channel the sound goes back to normal for a little while. Don’t even have to get out of the app for the sound to return to normal but I do have to reselect the channel. This is all the info requested by a Roku representative that I got no reply from.
Tracker ID 2023-05-192-554
So I have a sync issue with the Xfinity Stream app. It starts when commercials start. Xfinity says its a Roku issue, so I've come here to see if that's true. I don't have a garbled sound issue thought. Sound quality is good, the video and sound just get out of sync.
Had the same problem with sync on Xfinity and had other issues as well. I bought an Amazon Firestick and the sync is perfect and my sound issue is gone. I've been on this forum for 6 months trying to get a response on issues and never get a response.
Kent
Hi kentf,
Saw your post!
We're sorry to hear that you've been having sound issues with playing content on the Xfinity Stream channel.
Please be advised that we are currently aware and our engineering team has been investigating this issue closely.
In the meantime, please help us with the required details below so we can send additional information for the investigation to our engineering team, and once more information is available I'll be sure to let the Community know:
We look forward to hearing from you and assisting you with your needs as we are committed to finding a solution for this issue. Thank you!
Best regards,
Mary
There was an update today to the Xfinity Stream app on Roku, from 6.11 to 6.12. Lets see how things progress' tonite as we watch TV. You think Xfinity fixed the guide issue; while scrolling to fast you see channels that you aren't subscribed to, or the time slots just never fill in? That's prob a Roku issue too. HAHA
I always get excited when an update occurs.
If I have an issue tonite, I will post my setup for Roku support.
I am having the identical problems with the Roku Stick streaming the Xfinity App. Multiple sessions with Ruku chat support have not generated a solution.
I can confirm that the problem goes away temporarily when you got back to the Xfinity menu and re-select the program.
To whom does one send the details requested in the last posting?
Hi djkFlorida,
Thanks for your first post in the Roku Community!
We appreciate you letting us know about the sound issue you are experiencing when playing content with the Xfinity Stream channel. We apologize for the delay in a solution.
We are currently aware and our engineering team has been investigating this issue closely.
In the meantime, please help us with the required details below so we can send additional information for the investigation to our engineering team, and once more information is available I'll be sure to let the Community know:
We look forward to your responses and gathering your details.
Best regards,
Mary
This issue has been around for a LONG time, maybe it’s time for a new “team”.
I am also having the same problem with the xfinity streaming app. Nothing stays synced for more than 15 minutes. I made xfinity aware of the problem 3 weeks ago and they can’t fix it. What are we supposed to do? Apparently we need to either get rid of the xfinity streaming app or the roku platform. This is just crazy, the problem started about 6 weeks ago and all the tech brain power can’t fix it?
I have had this problem for the last 6 to 9 months and it is getting worse. I can't watch one program on the Xfinity Beta App for more than 15 minutes before it goes out of sync. I have a Roku Subwoofer and surround sound speakers utilizing an lG OLED Smart TV.. This is extremely frustrating. No problems with the other apps having the audio out of sync. I am starting to think it has something to do with the Roku speakers since other TVs in the house, using their own internal speakers do not exhibit this same problem. So my question is - The audio out of sync caused by the Roku speakers ? or is it Xfinity?
Thanks!
This issue continues. Roku customer service indicates this is a problem they have been working on.
it has now been occurring for months and roku customer service is unable to provide an estimate when this issue will be resolved.
I guess the resolution is to buy a fire stick and throw away your roku. If you have a roku tv hopefully you have a spare port for the fire stick.
Sell your roku stock and look to buy puts. Roku is heading down hill fast.
I have done troubleshooting on this issue and IMO it appears to be more of a Xfinity Stream issue than a Roku issue. If I watch on my Roku through other apps to stream the exact same channel (Fox Business for example or Peacock for the golf channel) I have no audio sync issues. If I switch back to Xfinity Stream, it usually takes less than thirty minutes to observe the problem, always after a return from commercial break on live programming. Unfortunately, there are certain channels such as the regional sports channels that can only be watched through the Xfinity Stream app. I have ordered a Fire Stick for further testing that arrives today. Interestingly I have three Ultras and the only TV that has the sync issue is one that passes through my Yamaha sound system (all wired). I have a brand-new Stream Bar with a wireless connection that also loses the audio sync. It makes me speculate that the pass-through sound systems are part of the problem.
I suspect that due to the myriad of different setups. home theater systems and TV's with CEC, ARC, etc. it is very difficult to troubleshoot individual issues without the exact same setup.
I installed a Firestick on one of the televisions on which I had a Roku Ultra configured a few days ago and the problem is gone - no problem in four days. If Roku can't fix this problem pretty soon, I will buy Firesticks for the rest of my televisions. This has been going on for months and it's become annoying.
I just dumped my Xfinity boxes I had on three TVs and switched to the Xfinity Stream app via Roku 4K sticks to save money. Audio desyncs on all three TVs when using the Xfinity Stream app. After reading the responses here to this issue, I may be returning my three Roku devices and switching to Amazon FireTV. I would really like to keep the Roku sticks though. I hope someone is working on this. Would love a little transparency.
i much prefer the Roku device to the Firestick. I find it much easier to navigate around and user friendly. That being said, this xfinity issue is a PIA. It is a new problem so something went wrong with an update either on Roku's side or Xfinity. From the sounds of things, it is Roku's fault so hopefully they get it together!
