Audio Drop Out Using Xfinity Stream App

This also occurs on the iOS app

@XfinityMartyR​ 

This problem has been going on for many months so I started by trying a different cable modem, WIFi 6 Router, cables and a different 4K Apple TV on a different and on the same TV. Stalling happens often on the Golf Channel as do voice drop outs. Funny thing is that the most common problem seen is with Xfinity's own commercials where the voice will drop out for 4 to 5 seconds and return to normal on many TV channels.  Happens Typically between 3 and 6 PM Eastern Time. Yes, I have reinstalled, factory refreshed, setup devices as new, etc., etc..

After doing all of the work above I then contacted Xfinity Support and had an Xfinity Technician at my home. The Tech evaluated everything in my home and I was told by the Xfinity Tech that the problem is either outside my home or with the Xfinity App. I was also told the problem was being escalated months ago. I have since contacted Xfinity Support another three times over the past three months and been told that the problem was being escalated but have not had anyone contact me. I've given up on that path and I am now trying to see if anyone else has experienced this and found a solution.

One question -- Isn't resetting an Apple TV to factory, re-installing the Xfinity App and setting it up as new basically the same as de-provisioning?

How do I Direct Message my ticket info?

Thanks for confirming that it appears to be the Xfinity Stream App. Maybe now someone will dig deeper and resolve this.

@user_h8a6dx​ They keep dancing around the issue like we are all idiots, creating doubt by questioning cables, networks, etc. Sadly, it's not an easy thing to isolate with the many variations in eqipment. However, once you reach a critical mass of equipment variations and the one constant is the app, the obvious answer becomes let's look a the app. I'm not amused by how long this is taking them to accept the issue may be their app. It's like a drunk who won't admit a drinking problem as his life falls apart.

Given past comments, I doubt that action will do anything. I have 4 of them, 2 different models, all with the same issue. The dropouts happen ONLY on the Xfinity stream app, no others, mainly during commercials between the various vendors and when the programming returns from commercials. Oddly, it does not happen on any of the Go apps like Science Go or with my Roku. I'm pretty sure the issue began with iOS17. Apple seems to imply it's an Xfinity issue and vice versa, which leaves us in the middle with annoying audio dropouts. The dropouts do not occur on my LG TV which uses web OS, although the Xfinity app is so slow to load there it’s almost unusable. If streaming is the future, and it is, you might want to get this issue sorted out.

Thank you for your feedback on what has been happening. We can make a ticket to track the issue that has been going on. If you would like us to further troubleshoot with you. Please send us a DM with the instructions above. 

I have done all the troubleshooting I need. I have the sound dropout isolated to AppleTV and Xfinity Stream. None of my other hardware or software (LG Xfinity App or Roku Xfinity app) has the issue. Moreover, since Xfinity Stream is the only app I have trouble with on AppleTV, I'm leaning toward an app rather than hardware issue. I simply don't have time to repeat all the troubleshooting that I have done. While I am not an app developer, I am a Microsoft System Center Configuration Manager engineer adept at troubleshooting networks and devices. For now, I can just use a Roku even though in general, I prefer my AppleTV device. My suspicion is my AppleTV will just start working again someday without explanation and some developer will be going DOH to him or herself.

One thing I have yet to try is different DNS settings, which turned out to be the issue with my Wyze Cams. Rather than auto, which uses my routers DNS settings, I’m going to set the DNS manually to see if it makes a difference. 

I manually set DNS to 1.1.1.1. Nope, it worked for a couple of advertising cycles, like rebooting the device, but then the audio dropouts returned. What is cleared with a reboot but then returns?

Same here. When I use the Xfinity Stream app with my iPad, I have the same issue--intermittent audio dropout.

Hi everyone, I’m thinking of switching back to Xfinity but can’t do it if this audio drop out issue with iOS is still happening. Is this issue still happening on Apple devices? Thanks. 

@user_h8a6dx​ yes, in fact I recently upgraded my whole mesh infrastructure and it's still an issue. I now have a 5G wired network and the only trouble I have is with Apple devices and the Xfinity app. I find it incredible that they seem so disinterested, especially since streaming is the future. I'd really like to be able use my AppleTV since I prefer the interface. Several models of Roku running the Xfinity app have no issues. The AppleTV runs all my other streaming apps and services with no problems. All in all, I think I have isolated the problem to the xfinity app on Apple devices, although on Web IOs Xfinity it's really slow to load. Please fix your app. Getting everyone on your equipment is NEVER going to happen.

@user_19t4qk Thank you for taking the time to reach out to us here on our Xfinity Forums. I understand how frustrating it can be to watch your favorite shows and suddenly have the audio drop. We're here to help! Can you provide a little more information about what you are experiencing, such as the make/model of the device you are using the Stream app on, as well as what channels are dropping audio? We appreciate your help in troubleshooting.