Stream App volume fluctuations (low to really loud)

@XfinityRaf​ That is unacceptable. I have requested numerous times to get the exact status and where in the process the development or engineering department is and the only thing I get is, we do not have an update. So for 19 months, all you can get is "there is no update" No I am sick of that response and demand a much better response. In 19 months there could have been another 4 version releases to update the app but nothing at all. This is a national issue. DO BETTER

There were no volume issues when the Xfinity app was in BETA version. Why don't they just go back to that code or see what the differences are. How hard can this be?????

@user_645111​ I just keep calling and getting credits. That will be the only way to get them to listen when they lose a lot of money. I have yet another ticket opened up. Roku continues to take the stance of it being an xfinity issue since the xfinity stream app is the only app/channel with the issue. Roku does not create or maintain the apps, they are just a conduit per se' 

@dansgen1alero​ how do you get a credit? I’ve asked before and I get nothing.

@user_645111​ have to call in, they wont give them in chat anymore.  

I’ll try that again.

I was keeping track in 2023 but I stopped in May of this year when I was getting no where with them. I guess I’ll start tracking again. Is there someone to send the information to?

Hey there user_645111, I love the Stream app and use it a ton on my devices, so I get where you're coming from. I'd love to help look into this more with you. Can you please provide some background details regarding the volume issue you're seeing? 

I started tracking this again in September. Here is some of the data. 

9/12/24 loud, 2:05 pm CNN

9/16/24 low, 8:09, 8:10, 8:34 pm ESPN

9/17/24, low, 2:54 pm, CNN

9/17/24 low, 8:08 pm, replay of Foodnetwork

9/23/24 low, 9:55 am, Fox12

9/24/24 low, 8:06 am, Fox 12

9/25/24 loud, 9:25 am Fox12

9/26/24 low, 2:47 pm

9/27/24 low, 8:10am, WeatherChannel

9/30/24 low/static, 9:47 am, CNN

9/30/24 loud, 2:20 pm, ESPN2

9/30/24 low, 2:31pm, ESPN2

10/1/24, loud, 9:11am CNN

10/1/24 loud, 3:19pm, ESPN

10/1/24 low, 4:46pm ESPN

10/2/24 low, 5:25pm, ESPN2

and it's continuing.

I have to go out of the channel and go back it and it resets itself. Super frustrating!!! I hope this information is helpful. Please contact me if you need any further examples. 

Hi there, @user_645111 Thank you so much for reaching out regarding the service issues you have been experiencing. Can you please make sure the cables connecting your TV to the set-top box or audio system are secure. A loose or defective cable can cause sound issues. Have you tried to unplug the box from the electrical outlet for about 30 seconds?-Richard

@XfinityRichard​ Richard, this is a nationwide ongoing issue for exactly 2 years now. I have several tickets in and we are waiting to hear back from the engineering department. 

Thanks for confirming dansgen1alero! I would be happy to take a look at the tickets on our end to provide you with an update. 

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

@user_dalvd2 Roku has confirmed this is an issue on their end, caused by a software update to their devices that they initiated. Roku is working to resolve it, but it may be several months before a fix is implemented.

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.

@XfinityTony​ 

Interesting because Roku has said in the past it wasn’t their issue and Xfinity has said it was theirs. When was this software update that Roku did? 

@XfinityTony​ You have been misinformed, I have an open ticket that engineering is looking into. I have sent them a few videos of the issue. and haas user above, Roku has stated numerous times they are not responsible for the Xfinity Stream app, This issue is isolated to the Xfinity Stream app only. 

@dansgen1alero Thank you for letting us know that you have open tickets with our engineering team. We would love to check on those and provide you any updates available. Please send us a DM to Xfinity Support with your full name and address to get started. 

@XfinityTony​ Hi Tony. Are you going to respond to my question about when Roku did a software update that caused this volume fluctuation problem as you stated on November 3rd?