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Video freezes when commercial starts - Your troubleshooting page was no help

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Video freezes when commercial starts - Your troubleshooting page was no help

I use Windows 7. I was watching Haven on my computer using Firefox 25.0.1. First several episodes played fine. Got to episode 5 about 8pm last night on link http://xfinitytv.comcast.net/watch/Haven/7270869363252508112/54891075640/Countdown/videos and the video froze when the first commercial started. I let the computer stay frozen for about an hour, turned it off. This morning, around 10am I changed to my laptop computer, same problem, same spot in same video. I refreshed the view. Same problem, same spot in video.

 

I tried next episode (#6). Same problem, same spot (at first commercial). Refreshed. Same problem. Tried refresh and immediate click of timeline to get ahead of commercial. Same problem. I switched to Internet Explorer version 10.0.9200.16721. Four episodes played fine, # 5 & 6 (the same ones that froze under Firefox, and #7 & 8. However, Episode 9 froze at about 3pm today, same problem, same spot in video (at first commercial.) I tried refresh. I tried clearing Internet Explorer's complete history. The problem did not go away.

 

I see many viewers online who have the same problem, and no posted solution. I checked through the problem trouble shooting list you provide at link http://customer.comcast.com/help-and-support/internet/troubleshoot-xfinity-tv-videos/ with no success.

 

Here is my User Device Info:

 My Zip Code:
80907
My Cable Provider:
Not Installed
Use Dac:
false
My Conroller ID:
179
My Map ID:
2
My Persona ID:
9904
My myDVR Manager Status:
Not Installed
My Set Top Box Names:
Not Installed
My Watchlist setup:
false
Facebook Watchlist Syncing:
false
Facebook Connect:
false
My public IP address:
75.71.172.169
My operating system:
Windows - rv:25.0
My web browser:
Firefox 25 - Mozilla/5.0 (Windows NT 6.1; WOW64; rv:25.0) Gecko/20100101 Firefox/25.0
My system type:
Desktop computer or other device
My Silverlight version:
5.1.20913.0
My Flash version:
11.9.900
Javascript:
enabled
Cookies:
Enabled (2748 Bytes).
Time Information
My Clock Time:
Sun Nov 17 2013 15:54:06 GMT-0700 (Mountain Standard Time)
Server Clock Time:
Sun Nov 17 2013 15:54:00 GMT-0700 (Mountain Standard Time)
My Account Information
In Home Authenticated:
false
Primary Account:
true
Provider Codes:
cy, fk, ep, eq, hc, dm, dd, hb, eu, ey, ee, fm, fc, eh, gi, bw, jg, gf, bu, by, em, ax, bs, at, bl, ix, gd, fo, gr, iy, k, dg, dt, bn, bi, bj, ce, it, ez, dx, gk, fh, fd, do, fy, is, ew, b, dj, de, ei, fa, ci, a, fx, gq, jf, cw, ge, ea, cb, co, gh, ir, jc, gg, gl, dh, en, fi, cd, cf, fb, df, cu, ek, cr, fe, ex, ga, fw, bh, fz, bx, bb, bc, fn, ff, fs, ct, cs, et, cv, gv, fr, db, dr, bm, jb, gm, er, fv, dy, cj, bo, ft, bq, aw, dc, da, im, fq, fl, bv, el, di, fu, cx, fg, cm, fp, ds, eo, gx, d, ej, y, es, gj, ev, gc, fj, cn, ch, gb, eg, cc
Internet Subscriber:
true
Cable TV Subscriber:
true
Voice Subscriber:
false

 
Thanks, Donah
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