Intermittent issues are affecting the sound quality for some of our customers when watching programming through the Xfinity Stream app on Roku devices.
Customers have reported issues with:
- Audio not syncing with the video.
- Volume instability.
- For example, the audio drops or fluctuates randomly.
- For example, the audio drops or fluctuates randomly.
To resync your audio and video:
- Go into your Settings menu and check for a device update.
- If an update is present, select it.
- After your device is done updating or if no update was available, turn the device off and back on to make sure the changes are reflected. This should resolve the syncing issue.
The issue of volume instability isn't isolated to the Xfinity Stream app, and we're actively working with Roku to investigate this issue. Based on work so far, this will take additional time to resolve.
You can still enjoy Xfinity Stream content online and through the app using a compatible non-Roku streaming device, where sound quality shouldn't be affected.
