Disney+ keeps freezing on commercials

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. 

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!

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. 

How can this have been going on this BLOODY LONG?! I have had issues with Paramount+ loading, but once it did, it even got through the commercials. 

I know what the problem is!

Disney is not running their own ads! They are subcontracting with multiple 3rd parties to run ads.

Disney interrupts their own signal to allow the ads. But the problem comes during the hand offs to the 3rd parties. They are not clean. They leave “garbage” that clogs the cache and lags down the signals and most likely jams up any security measures Xfinity has for your and their protection. Phones and computers have programs and extra caches to hand off the loads and work around this, cable boxes most likely don’t have this work around and so the cache just stops.

The problem is the 3rd party. And instead of running their own ads, it’s thusly Disney’s problem cause they refuse to let go of the 3rd parties and Xfinity doesn’t make computers, they have cable boxes.

Having the same issues. Tried all the suggestions and nothing helps. I even got a new modem router and hard wired my tv. 
there needs to be a fix. 

It's not just the Disney+ app (which I just added). It's been happening on ESPN+ for at least a year. 

I've resigned myself that Xfinity, Disney and ESPN don't really care. If I didn't watch so many sports I'd cancel all of it.

It happned with my old cable box and my new box. No difference.

I am new to this post and I have been experiencing these issues for a month now! I never had an issue until I changed to with ads! Now I can’t even watch it! I’m so frustrated and ready to cancel Disney Plus altogether! I called Disney Plus support and the girl I talked to sounded like she could care less, she said it’s a known issue and told she would escalate and try it again in 48 hrs! That was it!!!

I work in customer service and if one of my workers ever treated someone like that one the phone they would e looking for another job!

Also experiencing this issue. Things I've tried

Cleared xfinity cache

Changed data usage to moderate on Disney app

Rebooted modem

Still occurring

 I have tried the same things and still not working!

still freezing up!

can’t even watch Disney Because plus! 

I literally can't watch Disney plus or Hulu through Xfinity.  It's horrible 

hello! I have been having issues with the  Disney ads; it freezes whenever I get ads, and it is very annoying. op

Disney Plus was no help!! 

They cannot explain why happening and basically they don’t care, they tell me call back in a week if still persists! This will be my third call , this has been happening since 6/29/2026

im getting ready to cancel my subscription 

Having this exact same problem. I've attempted the suggested fixes listed throughout. I can watch Disney plus and Hulu just fine on my computer but both freeze up on the TV using the X1 TV box during ads. There does not appear to be any remedy for it.

After spending an entire day going through steps provided by xfinity support on reddit I was directed to contact disney+. They provided me the phone number. After working with them they informed me the problem is an outdated version of disney+ on the X1 tv box. There is no means for me to update the version of the app. They got xfinity on the line, turning it into the disney+ rep, an xfinity rep, and me. I was told by that xfinity rep that because I don't pay for disney+/hulu through a subscription through them that there is nothing they can do for me. I double checked that I have a compatible x1 tv box, a XG1v3 Arris model. I've done every refresh or restart that I can. Whatever updates available should have been uploaded.

So the equipment that I pay for through xfinity that is suppose to be supported for this and other apps isn't working with two services that xfinity happens to offer themselves and the company I pay for that equipment is telling me that because I don't subscribe through them that they won't assist me with correcting the functions of a device I pay for each month.

Same is happening to me. It either just freezes and sits there or occasionally I’ll get a message saying that something went wrong. It’s so frustrating.