[SOLVED] XFINITY - Audio out of sync on Xfinity channel

With all due respect, it's been over three months and there are over 22 pages of posts from users on this topic. Certainly, you have to have a better update than repeating "Once more information is available, we will make sure to update this Community thread" for the umpteenth time. 

Arundel and RokuMary-F   While I believe Mary's response is the most appropriate suggestion for the Xfinity Streaming app issue experienced on Roku devices, I also believe Xfinity's (Comcast's) primary objective is to issue as many set-top boxes as possible to collect an additional $10/month rental fee from its subscribers. This is the main reason why Comcast will not address the Xfinity streaming app issue.  Incidentally, when contacting Comcast about the Xfinity streamng app issue on Roku devices, they directed me back to Roku.  Q.E.D. 

Hi RokuMary-F,

  I first reported this issue in another area of your forum back in January 2023 after speaking with Xfinity support:

https://community.roku.com/t5/Channels-viewing/Known-issue-with-Xfinity-Stream-App-Roku-external-devices-OS-11-5-Build-4312/m-p/887115#M143946

I can provide you with whatever additional technical details you would like for this issue since I have various Roku devices, WIFI streamer, most connected Cat6 wiring, etc.  I am standardized on Roku devices and have one Firestick 4K that is not experiencing the issue.  I have the same issues as reported by everyone else in this forum.....

Problem started in October 2022 after Xfinity Stream app went from Beta to Version 6.0 Build xx.  But I think Rolu OS also had a Version 11 update at that time as well.  Initial symptoms were audio distortion where it would go really high or really low and sometimes sound like a Star Trek alien scene :-).  I did not notice the audio/video out of synch until April-May timeframe after update to Roku OS 12.

I'm a techie in the IT industry for 30 years so I am happy to perform diagnostics and testing for Roku to get this resolved.  Can you also provide the bug tracker # for this?

Seems different technical support staff for both Comcast and Roku are not aware of this issue, pointing fingers, etc. which has led to a lot of fruistration for the mutual customers involved.....

JimmyO

This has been happening for months and none of your suggestions like rebooting, changing audio settings, etc. solve it. You (Roku) at least now acknowledge that it can only be fixed through a software modification (yours). My question is simple; WHAT'S TAKING SO LONG!

Question…. Is Xfinity stopping development on the Roke streaming ap and moving their tech resources to their proprietary streaming box so they can sell those in the future? Are they committed to the relationship with Roku?

Having the same issue on a Roku Premier on our living room tv. The audio also occasionally becomes very loud and distorted and I have to change channels to get it to stop. The xfinity app works fine on the firestick on my bedroom TV.

Thanks Kash, 

If you look back over the threads about 50 plus have done this already. Sadly most are out of patience and understanding. There buying your competitors products, that work. 

Thanks

RokuTakashi  If you have a Roku remote with a microphone button, say "Get Tracker ID” as an alternative to pressing Home and Back buttons.

I've submitted several reports the past 2.5 months, investigate those and others who've done the same and please give us some answers instead of the same form post.

Well, I've replaced the 3 Rolu devices in my home with Firesticks (4K Max) and I don't have the problem any longer.  I watch MSNBC through the Xfinity streaming app where I would continually lose audio sync using the Rokus.  Now, with the Firesticks - NOT ONE OCCURRENCE!  So, whether it's the Rokus or something in the Xfinity streaming app that the Rokus can't effectively handle, I no longer have the problem.  And since this is now the second major problem that Roku has had in the last 12 - 18 months, I'm done with Roku.  I'm tired of being inconvenienced because Roku never offers a software/firmware rollback method to a version that doesn't have a problem whenever they introduce a new release with problems.  They just expect us to wait which I personally don't believe is the right way to treat a customer.

This has been going on for over three months with no resolution in sight based on the 22 pages of posts in this discussion. As this problem does not occur on the competitor's stick, it's clearly a Roku issue. Can someone at Roku please give an actual update rather than asking for user's model and software versions? 

The Xfinity ap on my Roku device worked perfectly the past year. The audio sync issues just starting happening over the past month. What did Roku or Xfinity change?

Hi @Arundel,

Thanks for your first post in the Roku Community!

We understand that you are having a sound out-of-sync issue with the Xfinity channel. We're sorry for the inconvenience this has caused.

Please be advised that we are currently aware and our engineering team has been investigating this issue closely. Rest assured once more information is available I'll be sure to update this Community thread.

In the meantime, please help us with the required details posted in my previous post so we can send additional information for the investigation to our engineering team. 

We prioritize resolving this as soon as possible and ask that you bear with us as we manage this issue.


Best regards,
Mary

Hi ravensrku,

Welcome to the Roku Community!

Our team has continued investigating the issue and is hoping to have a further resolution soon. 

Rest assured that I have sent all your information and concerns to our Roku team. We'll get back to you once an update is available I'll be sure to let the Community know.

We appreciate your patience in the meantime.


Best regards,
Mary

Hi Arundel,

Thanks for keeping in touch and providing the additional information.

We'll send this over to the Roku team for investigation. We'll get back to you once an update is available I'll be sure to update this Community thread

We're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.


Best regards,
Mary

Hi Arundel,

Thanks for the follow-up question.

For this inquiry, you'll want to contact the Xfinity Stream channel support directly to inquire further about that channel's features and functionality on Roku. Many channels on Roku are developed and maintained by the channel provider themselves.

You can reach Xfinity Support here: https://www.xfinity.com/support/contact-us

If you have any other questions or concerns, please let us know.
 

Best regards,
Mary

A second device (3810X) updated from 11.5 to 12.0 (build 4184-50) over the weekend.  Now seeing the sync problem on that device.  I notice it also seems to be occasionally losing audio completely - this issue occurs repeatedly when the broadcast stream returns after periods where Xfinity inserts its own ads.  In both cases, the issue is resolved by exiting and reselecting the stream. 

I have been having the same problem which only started recently.  I decided to log into my Xfinity/Comcast modem and check my modem settings to see how I have my Xfinity WiFi configured.  I don't know if this has anything to do with the issue we all seem to be having but I noticed that my WiFi configuration for my modem was changed. This seems to correlate with the introduction of Xfinity's XFi app.  If I remember correctly, I had manually picked my modem channel for 2.4 GHz to be channel 7 or 9 to alleviate channel congestion and possible channel contention - it is now set to channel 1 automatically by Xfinity.  Is everyone set to channel 1?  That could be a problem.  When I went to change it (which I used to be able to do) I found out that I no longer have the ability to do that.  To do that now, Xfinity directs me to their Xfi app for which they charge $15.00/month for an app that I probably would only use perhaps once every six months.  So, Xfinity has basically taken away our ability to configure our Xfinity modems to change the WiFi channels we use (or even our Wifi passwords) unless we're willing to pay extra.  Anyway, as an expermient, I decided to set up my Netgear router which is hooked up to the Xfinity modem so that 2.4 GHz is now transmitted through my house on channel 9.  Will this help?  Honestly, I doubt it. If Xfinity's streaming app doesn't handle audio sync effectively or Xfinity's modem is losing packets (or sending corrupted packets to my Netgear router) then I'm guessing that this configuration change probably won't fix this problem.  I'll let you all know.  More to come....

I also have this problem on all 3 of my Roku devices.  This is obviously not a hardware specific issue but an app construction issue that most likely can only be resolved by the apps developer. Please direct your resources to them to resolve ASAP. Failure to do so will cause loss of customers for BOTH of your companies at the minimum depending on if there is malice invoved. 

I am also having the out of sync problem on 3 of my roku sticks.   I also have a problem where the volume will all of a sudden change to about twice the level.

I went out and bought a Fire stick and so far 3 hours no out of sync audio to video and no volume issues so far. Like others said, I think this all happened when they went to XFi and updated router. Not 100% in that. I’ll keep up to date if this stays steady… if so our other 2 TVs will go the same way unless some solution happens early next week. Bought the 4K fire stick btw. Again, this is specific to xfinity live TV… all others like NetFlix never had the issue… weird 

As a recommendation, perhaps Roku roll back to OS 11.5 and then do some extensive beta testing on a revised OS 12.0 before release to confirm no loss of sync.

Sorry. I don’t have a bug tracker number. Not sure where I would get one. Thanks for the response. If they (Roku and/or Xfinity)  are working on it, I just want to know is all. If I haven’t heard anything on this matter within the next week, I’m going to switch to the FireTV sticks. It’s business 101 to keep customers informed of such matters so they don’t seek business elsewhere. But maybe Roku and Xfinity skipped that class.

I’ll be trading in my Roku sticks for fire tv sticks soon, unfortunately. I would keep the Roku sticks if they simply told us the problem is being worked on. We need to know that resolution is coming. The lack of customer service is unfortunate.

Hi RokuMary-F, I have the same issue on (4) different roku streaming sticks (xfinity app audio out of sync after short time).  You asked @rundel for list of devices exhibiting this behavior.  These are the devices I have the same issue on: 3810X (2 of these), WR002-4k+ and 3820X2 4k.  

The station I watch most is Fox News and the audio frequently gets out of sync when accessing it via the Xfinity line up - very frustrating.

Today I loaded the Fox News app on my Roku TV and it does not have any problems yet after 5 hours.