Forum Discussion

RokuAustin's avatar
RokuAustin
Community Manager
2 years ago

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

We are receiving reports from users that the audio is out of sync on the XFINITY streaming channel.  [UPDATE] [FIXED] 8.9.23 We believe this issue has now been resolved. 🎉 Please check for a sys...
Fixed
RokuMary-F's avatar
RokuMary-F
Community Moderator
3 years ago

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:

  • 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/build is the channel (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 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

TVhead100's avatar
TVhead100
Channel Surfer
3 years ago

For the last several weeks I've been experience a high level of audio/video sync issues with the Xfinity Stream app. I shared this on the appropriate Xfinity Community Forum, and the official response was "this is actually a known issue on Roku's end, that they are working on a fix for". Do you recognize your responsibility to resolve this issue, and if so, what is your ETA? This may cause me to replace my 3 Roku devices with an alternative device that does NOT experience this issue on an ongoing basis.

  • jontalk's avatar
    jontalk
    Roku Guru
    3 years ago

    In all honesty, the Xfinity stream app is one of the worst, though Peacock isn't much better.. I have a Roku Ultra 4800R with 200 mpbs wired connection and it still sucks. I doubt the problem lies with the Roku

    • TVhead100's avatar
      TVhead100
      Channel Surfer
      3 years ago

      I'd like to see somebody take ownership of the issue, and drive it to resolution with the extensive technical resources of both Xfinity and Roku. I really don't care who leads.

  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    3 years ago

    Hi TVhead100,

    Thank you for reporting this issue to Roku Community!

    We understand that you are having an issue with the sound that is out of sync with playing content on the Xfinity 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:

    • 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/build is the channel (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

    We appreciate your patience while we investigate this issue and We look forward to your responses for gathering your details.


    Best regards,
    Mary

    • ravensrku's avatar
      ravensrku
      Binge Watcher
      3 years ago

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