C

Visitor

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2 Messages

Friday, July 22nd, 2022 5:25 AM

Closed

Discovery + Buffering


Hi I have a subscription to Discovery plus that  I access through Xfinity.   I am having consistent buffering issues with all of the programs in the app in that it’s gone beyond periodic buffering. It’s now where I can’t watch more than a few minutes of a program without it buffering - yo the point where the program won’t resume.   I’ve done a system refresh, I’ve cleared my local data, I’ve unplugged my router etc.  All the things recommended by Xfinity tech support.   The issue has not been resolved.   I am not having this issue with any other streaming app.   But it seems the problem isn’t isolated to just me.   What can be done to escalate and resolve?

Visitor

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2 Messages

7 months ago

I am having the exact same issues with mine as well. It’s very frustrating as I’ve taken all the same steps tech support recommended to you and it still didn’t work. Curious to see what Xfinity’s response will be. 

Visitor

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1 Message

6 months ago

I have the same issue through Xfinity, there are no other issues with Paramount plus, Hulu or even You Tube when I am using Xfinity. I can stream Discovery Plus from my phone and I have no problems at all. What's the problem here? Is it Xfinity or is it Discovery Plus?

Visitor

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2 Messages

@CaliGir1​ There is still no resolution on this. In fact, this issue has actually worsened since my first comment. Initially, it would run the episode, just buffering a lot. But now it won’t even play beyond the initial five minutes… ON SHARK WEEK! Discovery + is still working on all other devices and platforms other than Xfinity, so it’s definitely an issue on Xfinity’s side. However, no response from them and good luck getting an answer by calling. 

XfinityRay

Official Employee

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1.1K Messages

Hello, @cmy_xf22, @CaliGir1, and thread. I am not seeing this as a known issue our Engineering team is working on. The troubleshooting steps would be to reset the app by clearing the data from your cable box and restarting it, then going back into the app and logging in. The instructions here show how to Clear Cookies and Local Storage Data on an X1 box.

 

If that doesn't help we would then need to get a ticket opened. When we open tickets that alerts our Engineering team that there is a problem. Each ticket is worked individually but if there are many tickets with the same problem it becomes a known issue for the Engineering team to work on as a whole. 

 

If you have tried the steps, the issue is still present, and you don't have a ticket opened already 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.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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1 Message

@CaliGir1​ Yup same exact issue its only the discovery plus app and it takes me an hour to get through a thirty min show because it stops to buffer every 2 to 5 min I've done everything possible and it still does it its only that one app and only on my xfinity works fine on my phone so it has to be an xfinity error and with so many people with the same issue I know its not just me my tv or my internet like you guys at xfinity always seem to think it is

Official Employee

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283 Messages

Hello @user_bd2385 Thanks for reporting this to us and we'd be happy to troubleshoot with you. 

Please send me a DM with your name and full address by doing the following: 
 
Ensure you are first signed in, then you will see an icon at the top right of your page.
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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2 Messages

6 months ago

I'm having the exact same issue. It's so frustrating. No problems with other internet-based apps. No problem when watching on my laptop - only my TV.

Official Employee

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495 Messages

@beesunny1 if you have already covered all the options @XfinityRay provided above are still running into issues with Discovery + please send us a private message, so we can help more with this for you!

Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" icon (upper right corner of this page) • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list • Type your message in the text area near the bottom of the window • Press Enter to send your message

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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1 Message

6 months ago

I am havingf the same issue with my TV.  I would be watching a program and then the signal freezes and proceeds to buffering.  This occurs with all of the networks.  What can be done?

Visitor

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1 Message

6 months ago

I don't have a "Peer to Peer Icon" or a Direct Message Icon" on this page.  I'm spending way to much time on the phone or emails with Xfinity.  Always seems to be an issue with this company.

Visitor

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1 Message

3 months ago

Same issue as everyone else, also no direct message icon at the top right.

Official Employee

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692 Messages

Thank you for reaching out to our Xfinity Forums, @user_496ab7. Are you having issues with the Discovery Plus buffering or is this happening on other apps as well? 

Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
Ensure you are first signed in, then you will see an icon at the top right of your page.

• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• 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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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2 Messages

3 months ago

Yes same here.   It’s only on the TV.   It’s getting worse as time goes on.  I have cleared the cache and signed out of all apps.  Still nothing…constantly buffering. 

Visitor

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2 Messages

@user_f670e0​ I never got this issue fixed, even after chatting with a rep a couple of times. My LG TV has downloadable apps, though, so I downloaded the Discovery Plus app and now access it with my TV remote. Works great. Hardly ever buffers (like one time in 20 hours of watching). Good luck.

XfinityMikeB

Official Employee

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861 Messages

Hi there, I can look into this, can you direct message me the address and name? 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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