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user_83hmgk
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Thursday, April 16th, 2026 1:53 AM

Disney+ keeps freezing on commercials

Disney+ keeps freezing on commercials  - makes it an excruciating experience to watch.   Why is this fixed yet?  There have been complaints about this for years!!!!

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46 minutes ago

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user_7t4zo6

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1 Message

3 days ago

I'm telling you Xfinity. If you don't fix this Disney+ Ads freezing and crashing problem, you're going to lose a ton of customers. 😡

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XfinityDemitrius

Official Employee

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2.8K Messages

Hi @user_7t4zo6, We would be more than happy to assist and troubleshooting. Are you experiencing issues with other application or live linear TV?

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1 day ago

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Doug_1994

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9 Messages

3 days ago

I’m telling you Xfinity! If you don’t fix this Disney+ ad freezing/crashing problem with people who are on the monthly Disney+ with ads format, You’re going to lose a lot of customers 😡

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Doug_1994

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9 Messages

3 days ago

I was on the phone with a Disney+ and Xfinity agent today! Disney+ fully admitted that it is their problem/issue and they gave me a $30 One month credit because of it. 

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user_mdfb5v

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5 Messages

1 day ago

I am one of the original posters to report this issue and after a few back and forth exchanges with the so-called Xfinity online experts, I have been sitting back to observe the additional communications that have transpired over the last few months. I am appalled at the lack of technical expertise, intellectual curiosity, attention to details and an overall lack of desire to devote resources to fix this issue displayed by every Xfinity technician who has chimed in along the way.  READ all the f'in posts before asking each customer the same useless questions and suggesting remedies that do not work. Read this very clearly Xfinity... ONLY WHEN USING THE X1 CABLE BOX, ONLY THE DISNEY+/HULU APP FREEZES DURING COMMERCIAL BREAKS AND WILL NOT CONTINUE UNTIL BACKING OUT OF THE PROGRAM WE ARE WATCHING AND THEN HIT RESUME BACK TO THE COMMERCIALS. SOMETIMES THAT WORKS, SOMETIMES IT DOESN'T. WATCHING AN HOUR LONG SHOW TAKES 2-3 HOURS BECUASE OF ALL THE INTERRUPTIONS. WE HAVE ALL HARD RFBOOTED OUR CABLE BOXES, CHANGED THE SETTINGS, REMOVED THE CACHE... DONE ALL THE SUGGESTIONS AND IT DOESN'T DO [Edited: Language]. THE ISSUE IS THE HANDSHAKE BETWEEN THE X1 PLATFORM FOR WHICH WE PAY MEGABUCKS AND THE DISNEY+/HULU APP. IF WE WANTED TO WATCH THIS APP VIA STREAMING, WE WOULDN'T NEED THE X1 BOX, WOULD WE?  FIX THE ISSUE! CONTACT DISNEY+/HULU, AND GET THIS DONE NOW!

(edited)

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user_4j2nda

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5 Messages

2 hours ago

Exactly what he said this issue has gone on WAY too long. Stop wasting customers time asking them to “try” things you know will not fix “your” problem. 

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XfinityJustinC

Official Employee

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2.5K Messages

Hello, @user_4j2nda our engineer experts are still working with Disney + to get the fix implemented. The workarounds that are provided are possible temporary options while the resolution is being worked on. 

I do see that one of our great community members @Doug_1994 had provided an update on this post regarding speaking with Disney about the concern as well. With this still being worked on, I'll continue to follow along for updates and once I have more information to provide on the Disney +/Huly App fix I'll let you know. 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 hour ago

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user_a82f8r

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15 Messages

what is the compensation plan for all of us paying for a service that isn’t usable? 

At the very least, we should all be upgraded to the ad-free plan free of charge until it works. Otherwise the service is unusable .

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1 hour ago

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user_a82f8r

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15 Messages

1 hour ago

Is this ever escalated out of the forum? Can we ever get a real supervisor to chime in? And don’t ask me to waste more time on a call or ask me what I’ve already tried. We’ve established that. 

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XfinityJustinM

Official Employee

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860 Messages

Third-party issues can be quite complex to resolve as there are many moving pieces, @user_a82f8r. We do indeed escalate issues to our advanced support and engineering team if the issue calls for it. This issue was brought to our advanced support team again a few days ago, and they shared with us that this known issue that. The patch is being worked on by Disney, and with that being the case there is not much that can be done on our side of things. You have attempted most of the workarounds suggested. If the issue still persist the next step would be waiting until the team at Disney can get this resolved. As someone that uses streaming services for most of my media I can certainly understand how rough of an experience this has been for you. At this time we do not have an estimated time of resolution, but the right folks have been made aware of this issue. 

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 as Best Answer.tick

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46 minutes ago

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