Apple TV audio/video desync in broadband app

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Apple TV audio/video desync in broadband app

Audio and video desynchronize in broadband-provided app. We subscribe to our city’s broadband service. They have an app that streams content. When viewing channels in their app, the audio and video desynchronize. This is preceded by blocky video. This does not happen when viewing other apps, like Netflix, Weather Channel, etc. The provider has verified that the signal from them is good. They see issues with feedback from the Apple TV boxes. We have three boxes and it happens on all of them. We use their modem and provide our own ASUS mesh router. Is there a way to isolate the problem to either the router or the Apple boxes?

Posted on Feb 21, 2026 10:49 AM

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Answer 1

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Colo_ebeam Author

Level 1

4 points

Mar 29, 2026 4:59 PM in response to Urquhart1244

The broadband provider, Fort Collins Connexion, tech support has verified that they have had multiple reports of their app having the same problem on customers’ Apple TV+ boxes. I am not the only one. I have also reported that the Connexion app in my iPad has the same desynchronization issue. They are escalating the issue internally.

Another bit of information is that I had a hardware failure issue with my initial router, ASUS XT8 mesh router, and replaced it with a Netgear Orbi 372 mesh router. I have the same issue after swapping out routers. I hope that tech support will go to their app developer with this information.

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Answer 2

Urquhart1244

Level 10

150,236 points

Feb 22, 2026 7:32 AM in response to Colo_ebeam

This does not happen when viewing other apps, like Netflix, Weather Channel, etc.

That seems to point to an app issue. Apple doesn’t make apps for other content providers. Those providers make their own app (or commission to have that made), and then submit that to Apple for inclusion in the App Store. It will be up to them to make adjustments to their app (as made/programmed for this device/platform).

The provider has verified that the signal from them is good. They see issues with feedback from the Apple TV boxes.

It would be interesting to test iPhone and iPad apps as well, if those exist. The underlying framework for streaming video would be very similar to the Apple TV box.

Is there a way to isolate the problem to either the router or the Apple boxes?

You could search for users with similar setup in your city/area, and exchange experiences. Possibly there is an online forum for users of that broadband service and that app?

But it looks to be an app issue (for this device/platform). I doubt the equipment itself makes a difference, else all apps on the Apple TV box would show these symptoms.

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Apple TV audio/video desync in broadband app

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