Disney+ keeps freezing on commercials

Happens on tv hooked to Xfinity box not on ltherbtv using roku

TV through Comcast DVR/Cable box hangs up at most commercial breaks on Disney Plus app. There is NO error message. It just sits there forever in freeze mode and won't continue to either next commercial or back to the program. The only fix is to hit the back button and or exit entirely out of the program and resume which then forces you to watch new commercials and often gets hung up and freezes again. Happens on both main DVR box and subsidiary boxes in my home.  NEED FIX NOW

@user_mdfb5v Thanks for making us aware that you're also having this freezing issue. I would be more than happy to help figure out a solution to this problem you're experiencing. So that we don't go over something you've already done, can you please share with me what troubleshooting steps have you completed on your own? Have you by any chance used the Xfinity app to reset the equipment? How about a power cycle, have you tried that?

@user_mdfb5v​ ... yes, I've tried power cycling the cable box as well. Can't really watch an hour long program on Hulu through Disney plus app without it freezing completely at some point during a commercial break. It will always play the 1st commercial bit then often hangs on the second commercial. Chatgpt says it is a known issue with the handshake between Comcast and Disney. Don't have this issue with Amy other streaming app with commercials. Once or twice I will hit the back button to leave the program then it resume. That works about 25% of the time. When it does not work I exit the app completely and then relaunch it. That does not always work either. The only solution appears to abandon the Comcast platform altogether and stream directly, and save a ton of money as well as pain waiting forever for any app to load through Comcast

@user_mdfb5v Thanks for confirming what you've done on your end to remedy this issue. I'd like to take a closer look at your account to see what we can do to troubleshoot this freezing issue you're experiencing. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

This has been happening on the Disney+ app and Hulu forever. I am going to cancel EVERYTHING if there is not a fix soon. 

Hello user_u96vr8 thank you so much for reaching out and adding your voice to this conversation here on the Forums! Is this issue constant(every commercial) or more sporadic?  Since the Disney+ and Hulu Apps on X1 are internet-based, our article on Internet Troubleshooting can help. 

ANSWERED: Tips for troubleshooting your Xfinity Internet connection

@XfinityAlfonso​ The Issue for everyone is NOT via streaming off the internet. It problem is the Comast/Xfinity handshake via the cable TV service. Problem is only with Disney Plus

Hello @user_s1twrm, a good troubleshooting step is usually clearing the cache of the app. Please follow the instructions in the Clear locally stored data on X1 and Xumo Stream Box from Xfinity article and let us know if the issue has been resolved. 

this didn’t help. We’ve done all the troubleshooting tips and still cannot use the App. 

It is obviously an Xfinity problem. I agree. 

@user_a82f8r thanks for taking the time to join the conversation, I'd like to do everything I can to help. 

Please send a direct message including your full name and service address, and we can get started anytime.

How to Send Us a Direct Message:

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

Actually i have spent hours on the phone with xfinity and disney+ and haven’t gotten anywhere. Disney said it is a known issue they are working on. Xfinity acted like I was the first person to ever mention it. Meanwhile, the App still doesn’t work. 

[Edited: "Inflammatory"].  Disney+ and all of its other apps work just fine when not used through xfinity.  Xfinity is the problem.  Even though we are paying for it - they insist on forcing commercials into the programs but they have no capacity to handle that technology. 

I don’t have the problem when streaming - only when using “cable” via the cable box. makes it impossible to watch anything.  

How about you?

Same thing happened to me, wasting hours of my time when it’s a known issue. 

Thank you for reaching out here. If you are still having issues activating that service we can assist you from here. 

@XfinityJohnG​ from reading all of these comments. It does not appear that this is an issue with just me and my service. I don’t know what else you could do that. I’ve already done with all the Xfinity reps that have spent hours on the phone with me

We have been able to escalate the activation issues over to the engineering team from our end. If you would like me to do that you can send me a direct message with the full name and complete address for your service. To send a direct message. 

• 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

@XfinityJohnG​ I am not seeing the “Direct Message” icon??

They said it is a known XFINITY ISSUE. And everyone on the thread needs help, not just me. 

@user_ohqsv1 are you using an Xfinity cable box to view the Disney+ app? Have you tried Disney+ on different devices to see if it does the same thing on different devices? 

exactly. Wasting so much of our time on service calls acting like they never heard this before. 

Hello, @user_bqicqo sorry for the inconvenience with the Disney+ app. Had you already tried the recommended solutions presented in this thread such as checking the compatibility of your Xfinity TV box https://www.xfinity.com/support/articles/disney-plus-on-x1-flex, clearing your data cache, or changing data usage (surprisingly effective):

Go to: Disney+ → Settings → App Settings
Change Data Usage → Moderate
This has helped some users stop freezing during ad breaks

@XfinityThomasC​ Read the whole thread! Responses like this are the problem. Waste of time. We have ALL TRIED ALL OF THAT! It’s a “known problem” that customers are asked to just accept and get zero compensation for unusable service. 

@XfinityAngie​ Please Fix this ASAP! It is such a headache

@user_a82f8r​ I tried that too as well, and "My God This Is Ridiculous!!" 😡

That's a good idea--I've had some success doing this in the past.

@user_83hmgk 

God Morning XfinityChristy,

Yes, I have and use a X1 cable box for my television watching as well as streaming. also just recently changed to a new tv package ( including the Disney + Bundle with ESPN+, Hulu and Peacock ), upgraded to 1GB and a newer model modem called the XB8. Since, I stream the Disney + through my X1 cable box, I truly feel that the Disney+ programming technology is your true culprit to all of us as customers to why certain shows we watch freeze up during the commercials. You stated that others us Roku as an option or a fire stick; well XfinityChristy I shouldn’t have to do that at because that is why I’m paying a month service for this tv package through Xfinity. Yes, I can watch on my phone and my projector the Hulu shows ( through the Disney + App ) with no problem. The commercials play nicely with no freeze. But, if I open up Hulu through the  Disney+ app through my X1 cable box and and watch a specific show or watching the Jelly Roll documentary; it freezes up during the commercials play nicely and will not play. I exit out and try again and it freezes up again. So, what I found out and didn’t know that I can still use the Hulu app separately on my X1 box to watch shows instead of watching it through the Disney + app itself even though we have the bundle package. With doing that, it has been successful with me watching shows on Hulu instead of watching it through the Disney+ app/application through my X1 cable box. You asked are other shows freezing up through the Disney+ app ( through X1 cable box ) at any time and or by way of the commercials per se and my answer is I can’t clearly say “ Yes “ or “ No “. Through the Disney+ app I have watched ESPN+ live sports with no issues, but not any other shows yet on ESPN+ that shows commercials. I have watched Spider-Man and his Amazing Friends with no issues, but it doesn’t show commercials. The issue is when we watch or stream shows through the Disney+ app when there are commercials involved; those shows freeze up every time and Xfinity got to do better and or find out expeditiously what the culprit is and fix it. You have great customers voicing their opinion with an issue that we are paying for, yet the issue hasn’t been resolved. What would you do if you were us XfinityChristy??????? I think as a great Xfinity Customer for 10 years this year that I ( WE ) deserve better; don’t you or not??????? Have a blessed day…

@XfinityChristy​ Yes using the Xfinity X1 box.  Yes Disney plus freezes whenever an ad plays.  I don't know what "streaming" is, I'm guessing it's watching tv on a computer or an iphone but we don't do anything like that.  All I know is that for as long as I've paid for Disney plus (since it's inception) I've never been able to watch a single show on it.  Since we also get Hulu and ESPN and we only pay maybe $12 a month, we don't complain since they work without issue.  I'm also guessing that since Disney plus bought Hulu, we won't be able to watch that either soon.  I'm tempted to buy Disney Premium without ads, because it only happens when an ad comes.  Please fix this before my wife kills me, she thinks I should be able to fix this by turning things off and on or unplugging boxes.

@XfinityChristy​ NO I DON’T WANNA BUY A ROKU STICK OR ANOTHER STREAM DEVICE!  I WANNA SEE IT WITH X1! 😡😡

@user_afb46f Thank you for sharing that you've noticed this issue happens when you're watching a program through the Disney + app when using the X1 cable box. I'd like to help find the root cause of this problem with you.

So that we don't go over something you've already done, can you please share with me what troubleshooting steps have you completed on your own? Have you by any chance used the Xfinity app to reset the cable box? How about a power cycle, have you tried that?

Good evening solson2020 are you still experiencing issues with the Disney+ app? I would be happy to assist you further. What troubleshooting steps have you taken so far?

all the steps. for months. Stop acting like this isn’t a known issue with the app since the ads were added. It is a scam to get us to pay for ad-free service.