This content may be outdated or inaccurate
All posts are closed and commenting has been disabled
If you have a question or comment, please start a new post (registration is required)
Leave the Archive
Spectrum App Audio Sync is Way off!
I've had nothing but problems since switching to the Spectrum cloud DVR. I have both Apple TV and Roku and have the same issues on both. In addition to my TV going out at least one day a week, I now have serious audio sync issues on both TVs. I've done everything- changed my settings, restarted my modem, uninstalled/reinstalled the apps, nothing is working. Over the last 2 - 3 weeks it's gotten to the point where my tv is almost unwatchable bc the audio sync is so off. I have to exit the app & go back to reset every few minutes!
Best Answer
-
I am sorry to hear that you are experiencing these issues. I have sent some signals to refresh the services. With the signals being sent can you please log out of the app, reboot the Roku. To restart the Roku as follows:
1. Press Home on your Roku remote.
2. Scroll and select Settings.
3. Select System.
4. Select Power. If you do not see a Power submenu, skip to the next step.
5. Select System restart.
Please reopen the Spectrum TV app and see if the issue continues.
1
Answers
-
Lately the Spectrum app on AppleTV will go out of synch. It will be ok for a while, then will go out. Often this is when a show comes back from a commercial. I’ve updated the app as well as the AppleTV itself. Is this a TVOS issue or a Spectrum app issue? It doesn’t seem to affect other apps, only the Spectrum app.
1 -
Hello @RubberChicken
Welcome to our community! We have reached out to our app team to have them look into the audio sync issues with the app. Once we have any information, we will update with a post on the community to let customers know.
0 -
Good evening @KelliB and Welcome to our Community Forums
Thank you for reaching out to us in regards to your Apple TV. I am sorry to learn that you are noticing a concern with the audio. I will need some additional information in order to investigate this further. Are you noticing any audio issues while using any other Apps or is this only impacting our Streaming App? Also, do you have any other devices that you can try our Streaming App on? -Lyn
0 -
Thank you. Have you tried rebooting the modem/router and reset the Apple TV? Is this happening on all channels?
0 -
Thanks @KelliB. I was able to locate your account using your registration information and it looks like the modem has been online 9 days. Since the app communicates with the device using the modem, can you try restarting the modem again and let us know if the issue continues?
0 -
Looking closer at your account, I am seeing that your modem signals are out of range, which can cause the issues you are seeing. We recommend having a service call to address the issue. If you need assistance setting this up, let us know.
0 -
It references the upstream and downstream internet signals being delivered to the modem through the coax and requires a technician on site to address.
1 -
Thanks for the reply. Can you also try restarting the Apple TV and Roku from the settings menu and let us know if the issue still continues?
0 -
Understood, however now that the signal issues have been addressed, you would need to repeat the original steps taken, including resetting the devices from the settings menu and it is recommended that you also delete and reinstall the app since there was a recent update. This will ensure everything is up to date, any old data is cleared and usually resolves most issues.
0 -
I am having the same isssue with app on my Apple TV. Lip sync gets off by 10 seconds. I have to reset the app to fix it. This is not happening with any other app on the Apple TV. This started about 4 weeks ago, very frustrating.
0 -
I have the same issues and have done the exact same things as you have recommended to the other poster on this thread. Nothing works! I will say that I’ve had the app on AppleTV for a couple of years now and it used to work fine. It was a couple months ago that the problems started. It clearly is a problem with an app update. I used to do debugging for a major manufacturer of studio audio equipment. I know what I’m talking about when I tell you it is definitively a problem with the app itself. It is not a hardware issue.
1 -
Hey Guys,
I don't use the Spectrum TV App, but a tech guy posted to try this here:
On an Apple TV, one can try to toggle the "Match Frame Rate" setting in Settings > Video and Audio > Match Content to see if things get better/worse.
Post your results.
I don't have any other information about other platforms at this time. I was informed that the service techs who come to your house really can't do anything about app problems. They only deal with installations, equipment swaps, signal/line checks, and equipment/line upgrades. Unfortunately, users might have to wait this out til an update fix can be applied for everyone.
Satch
0 -
Thanks for confirming. We have reached out to our app team to have them look into the audio sync issues with the app. Once we have any information, we will update with a post on the community to let customers know.
0 -
I am having the same issue with the Apple TV app. I’ve done all the reboots, delete/reinstall etc. Here’s what I’ve observed: The audio will “glitch” where 1-2 seconds of audio will repeat and then the audio is out of sync. Video does not glitch.
to fix it, I can change to another channel within the spectrum app or close/restart the app. However, the glitching appears to be totally random, meaning it may occur frequently, sporadically or not at all. It has occurred on 3 different Apple TV devices.
2 -
I've been having the same issue for over a month. A call to customer service did nothing to help. I've done everything suggested and nothing works. Spectrum needs to at least communicate that they know it's an issue and that they are working on it rather than their techs acting like they've never heard of anyone else having this problem! Everything was fine until one of the app updates, so you'd think they could figure out what they did wrong.
1 -
I have been having the same issue as people above. I have 3 Apple TVs all different models and they all do the same thing so it’s not the Apple TV unit. 2 of the Apple TVs are on Wi-Fi and 1 is hard wire Ethernet directly to the router, all having the same issue. I have even contacted Apple to make sure all my settings and connections are correct which they are. I have had a service tech out. He replaced all connections and replaced the modem. I have replaced the router all to no avail. No other problems with any other apps, this has to be a spectrum tv app issue. This issue has been going on far too long , at least 2 1/2 months. Please get it fixed. We have already been looking at other tv options if this isn’t fixed soon.
1 -
I’m new to Spectrum, just moved to Maine. Have the same issue, and did a search and came to this string. Prefer to not be a non-paid beta tester for Spectrum! Will keep a watch to see if they figure this out. I just back out of the app (using Apple TV) and come back and it is fine until a commercial and it goes out of sync again. Honestly, it’s amazing this all works as well as it does, given all the variables that Spectrum can’t control (updated Apple TV, multiple Wi-Fi versions,, numerous manufacturers of TVs, yadda yadda). But hopefully they’ll figure this out soon. Very annoying and should not continue for more than a month (now that they have been alerted) before they should start rebating monthly fees to those impacted.
0 -
Guys,
I don't know how much of a consolation this is, but I will at least try to interject my thoughts on the Spectrum TV app mess:
The reasons why the Spectrum Call Center reps, field techs, and bucket techs, can't do anything about this issue is because Spectrum considers the Spectrum TV App to be a bonus. And bonus features do not get the same priority of service as something like CATV, Internet, Voice, or Mobile being out . If CATV, Internet, Voice, or Mobile goes out, the data testing and feedback collection takes much less time to work out a solution to a problem, because the whole company has experience and insight to work out problems and go up the chain because they have years of experience with that technology.
But when an app goes out and has a problem, this is a much newer experience for company personell. It can involve testing and coding between two or more company technologies, in this case, the Spectrum App and Apple TV. This is not a case of replacing a line drop, updating wiring, updating a drop line, or swapping out a modem, router, or box. This is a case of communication between two different companies with Spectrum and Apple, with a buggy app, where the basic troubleshooting steps have not worked. I suspect that it is much harder to reach out to the program developers, with the time to write, test, and impliment new update code, than to dispatch a field tech or bucket crew to fix wiring or update equipment.
Big companies can make mistakes, and it appears that this November 2022 update, for whatever reason, was pushed out too fast.
Satch
0 -
Sup @AppProblems?
It sounds like Spectrum needs to hire more people who have specific knowledge and know how to fix issues with the Spectrum app.
Satch
0 -
Guys,
I think the huge problem is that they pushed out a buggy November 2022 update, and now they don't know how to fix it. A rollback would help, but can the app do that?
Satch
0 -
I am stumped here, I don't know what else to say. Do you have traditional Spectrum CATV service with a regular DVR? Since the Spectrum TV app has been such a nightmare for many with this issue, you might want to do the following:
1.) Subscribe to traditional Spectrum CATV service.
2.) Get a DVR box and regular box DVR service. It is better than the Spectrum app in terms of both reliability and functionality.
3.) After you get regular CATV service with DVR service set up and working, call Spectrum and say that you switched to box DVR service because the Spectrum app was not working properly since November 2022, and you have had techs out, lines checked, and were told that there is nothing they can do. Request a two month service credit. But before you do that, go to regular DVR service. Have a tech come out to do a professional install of the DVR and check your lines so that you don't have any more frustrations!
4.)With DVR service, I would recommend a regular Spectrum Cable TV package, (Spectrum Select + Entertainment View) is a great value. I would also take HBO Max if you like movies, series, and original shows.
5.) I just want you to be able to watch TV free of frustrations again!
Satch
0 -
I have both the DVR CATV and the App - both have lip sync issues. That was why we started using the app as it did not have a lip sync problem until recently. So the DVR CATV is not a viable solution.
0 -
All -
Our app team is aware of this issue and working on a fix.
Please look for a future update that will address this issue.
Unfortunately, there is not a timeframe available.
Thanks for your continued patience.
3 -
WHY CANT YOU FIX YOUR TV APP?
I have had these problems for a coupe of years now. Same exact problems REGARDLESS of updates, internet speed, wireless strength. Sounds like ALOT of other people have the same problem.
I have 5 apps on devices. They constantly:
1) Pixelate/blur. Always. It goes clear, then goes blurry/pixel, in a cycle.
2)Freeze. It will just stop and freeze. Sometimes buffer, sometimes just freeze until I exit.
3)Lately they lag. If something is on the same channel for over about 30-45 minutes, the app will stutter and then the sounds will lag 5-10 seconds behind the picture. Need to change the channel and change back to get it to work.
4)Screen will just be black on some channels. No sound, no anything. About once a week this will happen and wont be able to watch that channel for a few hours.
I have Apple TV, Netflix, Hulu, HBO max, Paramount, Peacock, Disney, Amazon Prime, Youtube, and a few more free apps. NONE OF THESE HAVE THE PROBLEMS SPECTRUM APP HAS. NONE
I have tried to resolve this with Spectrum and I get the same BS as I see listed below (check the app, check the connection, check the device, restart the modem, test the speed) And then the comments when Spectrum says they don't have a normal problem with the App...Obviously it is a problem (AND SAME PROBLEMS) when looking at this thread AND JUST GOOGLE IT. Its a HORRIBLE APP. (AND WANT MY CELL PHONE SERVICE????--NOT A CHANCE!!!)
IS SPECTRUM GOING TO FIX THIS SOON? Giving about another month and then switching to the Direct TV app. Sick of trying to watch something and not being able to watch something. Better visual quality on my AM radio.
0 -
Do we have a timeframe on when these audio sync issues will be fixed. It is very frustrating!
1 -
Last week we got an Apple TV update and a Spectrum update and since then I am no longer having any lip sync issues.
2 -
Thanks for the update, glad to hear the issue is resolved!
0 -
This issue appears to be resolved for most users. I sent a refresh signal to your modem, please test the apps again and let us know if that helped.
1
