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SheltieMama-1
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Friday, May 8th, 2026 7:57 PM

Xfinity Streaming App Drops Sound on Fire Stick - May 2026

Hi - The Xfinity Streaming App keeps dropping the sound when I'm streaming through my fire stick.  It plays for about 16-18 minutes, then there's no sound.  If I go out and back in, the sound is there again, but drops after 16-18 minutes.  I've tried all kinds of troubleshooting.  It only happens with the Xfinity app.  I do not have this issue with any other apps.  I also do not have this issue with other higher versions of the fire stick, which I have another higher version fire stick that runs fine.  I'm pretty sure the software needs some kind of update to get rid of this bug on the fire stick 4K Select.  It's really annoying, and I'm seeing this has been an issue for some time when looking through the forum questions.  Help would be appreciated.

I'm including all specs below:

I have a Firestick 4K Select

Software version OS 1.1 (1401010010220)

FireTV Home Version

1.72.0.182170.0

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1 month ago

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XfinityJon

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1 month ago

Good afternoon SheltieMama-1. I would be more than happy to look into this further for you. Are you receiving any error codes on the app when this happens at all? With the troubleshooting you have done so far, have you already fully deleted the Xfinity Stream App, and then reinstalled it?

 

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SheltieMama-1

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There is no error message.  The sound simply stops, and the video continues to play.  Yes, I have already deleted the Xfinity Stream App and reinstalled it several times.  It does not change anything.  I had other Fire Stick 4K Select, that did the same thing.  I contacted Amazon and they told me the problem lies in the xfinity streaming app, not with the firestick.  It is the only app that does this, so I tend to believe them.  All other apps work fine and never lose sound.  

I have a higher model Fire Stick with the Xfinity Streaming App, and it works fine - so there is some sort of glitch between the Xfinity Streaming App and the 4K Select Fire Stick. I have also read on multiple Reddit threads where this has been an issue on your streaming app for some time.  I think this is a bug issue that your app engineers need to fix.  

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1 month ago

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XfinityJon

Official Employee

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1.5K Messages

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

 

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

Click the "Direct Messaging" icon 

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 and press Enter to send it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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